I think everything Leslie said is totally true. I still haven't launched my product yet, so I think I'll learn more about these things as I progress. But one thing I think is true - people still value human connection which can help to keep them loyal. I love shopping at Sephora because their customer service is incredible. I've kept a strong client base at my day job because I put a strong focus on engagement and check-ins with clients. I'm not sure how I'll scale this type of engagement with my product-based business, but I'm already finding that people want to be a part of your story, they want to connect, and they want to engage. Instagram is a great platform for that. I have also seen unhappy customers use this as their place to air grievances, but on the flipside, it gives businesses an opportunity to rectify a bad situation quickly.
