CA E STUD Y David Sroka President & CEO, Point of Reference Thnks gestures are simple and relatable human expressions. A simple Thnks can make someone’s day. It pays off to share a Thnks, even with people whom you don’t know very well. INDUS TR Y Information Technology and Services USE C A SES • Influence customer retention/contr act renewal • Increase satisfaction sur vey response r ates • A dd tangible gr atitude expression to high-touch ser vice model Building Stronger Customer Relationships with Gratitude Sensing that his account managers could strengthen relationships thr ough a more personal t ouch, Da vid was on a mission t o implement an attitude of gr atitude thr oughout his business t o increase cust omer engagement. Da vid realized

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