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Engagement – starts and ends with “thanks!”

If you lead a customer listening program and you’re aiming to get people engaged, you are probably wrapped up in the finer details. Things like delivering customer reports, training employees, organizing your customer advocacy team, and interpreting customer insights. All of these are really important to driving action and building a customer centric culture.

However, here’s one of the most basic ways to get people engaged and keep them engaged:

Say "Thanks!"

I recently held a meeting with a small team that I lead. It was our first meeting so I really wanted to get things off on the right foot and encourage involvement and active participation. I was relatively prepared and upbeat. It was a good meeting. There was an active exchange of ideas and I felt the team was engaged. Later, after the meeting, I reflected on our conversations and really appreciated their active involvement. Then it hit me — I never thanked them! I could have simply ended the meeting by saying, "hey I really appreciate everyone showing up taking part – it means a lot – thanks." Instead, I blew it.

I did end up sending an email to the team as an afterthought. But the lesson stuck with me — try to start and end every meeting by thanking people. Simple and sincere, it can go a long way.

This lesson extends beyond customer loyalty and customer listening programs. It applies to virtually every meeting inside and outside of the office. Just say "thanks!"

About the Author

Patrick Gibbons

Patrick Gibbons

As Principal and Senior Vice President of Marketing for Walker, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. Gibbons has published and/or contributed to a number of articles, papers, and blogs on customer intelligence topics and has a regular column in CRM Magazine. He has been a featured speaker at a wide range of conferences, and has produced a series of educational events for customer experience leaders.

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