SDX Session (Customer Support): The ROI of Saying Thank You

Emily Triplett Lentnz, Help Scout Ballroom 355, 2:00-2:30 We all know sending handwritten thank-you notes to customers is a lovely thing to do, but what kind of impact does it actually have? Is it measurable? I've started an experiment at Help Scout where I send handwritten notes to a) people who have signed up for free trials and b) customers who have converted from trial to paid, to see whether and how much this impacts conversions and churn rates. I've written about the ROI of thanking your customers here: ... and chatted with the Support Ops folks about it here: ... and Simon mentioned there's still some interest in the topic, so I guess people aren't sick of hearing me harp on it yet?