Case Study: Point of Reference boosts customer retention with Thnks

Utilizing Appreciation to Drive Retention & Satisfaction

Point of Reference, an information technology and services company, wanted a better way for account managers to build stronger customer relationships and improve engagement. The team needed a simple, personal touch to support customer retention, contract renewal, and higher survey response rates without being slowed down by client address collection or compliance hurdles.

By partnering with Thnks, Point of Reference gave its team a tool for sending thoughtful gratitude gestures tied to milestones, successes, mistakes, and holidays. Thnks helped personalize client interactions and drive measurable results, including a 72 Net Promoter Score, a 95% Thnks open rate, and a 96% client renewal rate.

Point of Reference

David Sroka

President & Chief Executive Officer