The ROI of Saying Thank You: How Gratitude Builds Customer Loyalty

This episode drops right before Thanksgiving, so naturally we’re talking about gratitude. But not in the fluffy, feel-good way. I’m talking about how gratitude can actually become one of your strongest customer retention strategies.

In this episode, I’ll break down how simple “thank you” moments can be measured, scaled, and turned into real revenue-driving touchpoints in your social care strategy. You’ll also learn how AI can support gratitude without sounding robotic (yes, really!).

In this episode:

• Why engagement is gratitude—and how it fuels loyalty
• 3 tactical ways to operationalize gratitude without a huge budget
• What brands like Chewy, Zappos, and JetBlue teach us about thank yous
• How to use AI to make gratitude more human, not less
• My favorite client example using a “gratitude database”

🎁 Your CX Challenge This Week:

Say thank you to a customer, colleague, and community member—then track what happens. Gratitude builds trust and trust builds retention.

Mentioned in This Episode:

• Brooke Sellas’ book → Conversations That Connect
• Convince & Convert → How 56% of Loyal Customers Are Born