Jill Griffin Profile

Jill Griffin is the triple authority on the three pillars that support a healthy business: customer loyalty, customer win back, and customer-search-and-switch management. She combines a lifetime of experience as a board director, personal coach, speaker, author, and Fortune 500 veteran.

Author of the business best seller, Customer Loyalty: How to Earn It, How to Keep It, Jill’s writings have been adopted as teaching texts by colleges and universities including the University of Texas McCombs School of Business and Northwestern University. She’s taken her ideas and tactics to the board rooms of Dell, Microsoft, Ford Motor Company, Subaru, Marriott Hotels, Hewlett Packard, Cendant, IBM, AMD, Wells Fargo, Western Union, Sprint, and Toyota.

Before launching Griffin Group, Jill served as a Fortune 50 Brand Manager, led a national sales force and introduced a hotel brand nationwide. She knows first-hand what customer management success (and failure) look like, and how to learn from both.

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      • Jill Griffin has been preaching and teaching the gospel of customer loyalty in Corporate America for almost three decades. Dell, Microsoft, Ford Motor Company, Subaru, Marriott Hotels, Hewlett Packard, Cendant, IBM, AMD, Wells Fargo, Western Union, Sprint, Toyota and other similar organizations have sought her solutions and welcomed her deep inside their conference rooms, call centers and customer sites.

    Jill’s most recent duties have earned her a seat in the boardroom. Since 2002, Jill has served on the Board of Directors of Luby’s, Inc. (NYSE: LUB), overseeing the restaurant chain’s critical turnaround. In four short years, Luby’s has returned to profitability, paid off all debt, enhanced shareholder value four-fold, and restored its storied Brand to prominence by winning back lapsed customers and marketing to new ones.

    Jill’s string of best-selling, award-winning books on customer loyalty began publication in the mid nineties, with the release of the internationally published, business best-seller, Customer Loyalty: How to Earn It, How to Keep It. The second edition of Customer Loyalty, revised for the digital age, is on Harvard Business School’s “Working Knowledge” list of recommended books.

    Jill is the co-author of Customer Winback: How to Recapture Lost Customers and Keep Them Loyal, which won Soundview Executive Book Summaries’ “30 Best Business Books” award. Her books have been translated into Chinese, Japanese, Indonesian, Portugese and Spanish.

    Jill served on the University of Texas McCombs School of Business faculty from 1988 to 1990. Today, she is a frequent UT guest lecturer. Her two books have been used as textbooks for the university’s MBA and undergraduate courses on customer management.

    In her early career, Jill served as senior brand manager for RJR/Nabisco’s largest brand and distinguished herself as one of the youngest brand managers in the corporation’s history. From RJR/Nabisco, Jill joined AmeriSuites Hotels as the start-up chain’s first National Director of Marketing and Sales. She launched Griffin Group in 1988.

    Jill is the recipient of the 2003 Distinguished Alumna Award for the University of South Carolina Moore School of Business (received alongside Larry Kellner, Chairman and CEO of Continental Airlines) from which she holds MBA and Bachelor of Science degrees, Magna Cum Laude.

    Jill’s passion is speaking to audiences world-wide about the power and pit-falls of customer loyalty. Each of her Loyalty Maker ™ presentations is “painfully customized” and loaded with industry-specific how to’s, wrapped around real-world, heart-felt stories and case studies. Jill’s in-the-trenches leadership and experience, married with her high energy, fun-loving platform style, make her a real stand-out among corporate speakers.

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Jill does her homework to accomplish just that! Every presentation is painstakingly customized for the audience. How? By conducting in-depth interviews weeks before the event with the meeting planner, people in the audience and other stakeholders.

Jill digs deep to understand your key principle objectives, challenges and industry trends so her stories, examples, video clips, etc. hit the mark. Jill’s return engagement rate is very high. Book her for your next meeting. You’ll be glad you did.

Jill will custom-tailor a program for you!

Here are her most requested topics:

Customer Loyalty: How to Earn It, How to Keep It
Based on the how-to principles captured in Jill’s Harvard “Working Knowledge” book by the same name, this program teaches participants a proven process for turning non-buyers into loyal advocates.

Taming the Search-And-Switch Customer
Drawing from her ground-breaking book by the same name, Jill Griffin addresses these tough, complex realities with proven solutions every B2B and B2C firm can harness.

Customer Winback: How to Recapture Lost Customers and Keep Them Loyal
Adapted from Jill’s award-winning co-authored book by the same name, your custom-tailored presentation can address a wide range of win back learning objectives.

Inside the Loyalty Laboratory: Building Customer Relationships that Last
This session examines the best practices of firms that have transformed their organizations into living “loyalty laboratories.”

Turning Call Center Agents Into Loyalty Makers
Call center agents are your customer loyalty makers of the future. Why? Because, for many companies, the front line has moved from the store to the customer contact center where agents interact with customers.

Escaping The Commodity Trap: Earning Customer Loyalty in a Low-Bid World
A big threat to your firm’s success is commoditization—the process through which your product or service becomes so common place that differentiation becomes difficult and lowest price rules. This program shows you how to beat the commodity trap.

Earning Customer Referrals: How to Turn Customers Into Advocates
Getting happy customers to spread the word is your best source of advertising.

Selling By Serving
Designed for customer care and customer service , this program teaches attendees why serving means selling and why selling means serving.

Delivering the ‘Wow’ Customer Experience
This program will show you how to distill what your customers value most about your brand and how to apply that information to design and deliver a compelling experience that turns your buyers into passionate advocates.

Heart, Hustle and Heroes: Getting Top Performance From Your Customer Team
Learn how to make employees your firm’s #1 competitive advantage.

What People are Saying about Seeing Jill Speak

Rating Entries

    What clients are saying about Jill…

    “I found Jill′s message so inspiring that we asked her to address our 2,200 owners and general managers through a series of regional meetings. Her message engages the audience and her ability to ′customize′ her remarks toward the brand′s particular issues is an outstanding asset.”
    Joe Kane, President & CEO, Days Inn

    “Thank you for your outstanding presentation at our LPA Spring Meeting in Toronto last week. The majority of our members rated the information in your presentation as the most valuable session of our meeting. They enjoyed your presentation style, your energy and really appreciated your suggestions on how they can nurture their customers and keep them loyal. We really hope we′ll have another opportunity to work with you.”
    William C. Strackbein, Laboratory Products Association

    “Jill has been a great addition to our conferences. We′ve used her for three separate brands and each time she′s given our franchisees clear and to-the-point take away. Her willingness to collaberate and customize is without equal.”
    Robert Garber, National Program Manager, Cendant Corporation

    “Thank you again for participating in Ford Division′s Winter Dealer Meetings. Dealers told us that the Owner Loyalty discussion was particularly helpful in that it provided good anecdotal information on what other small businesses had done, and then clear direction on what they could do at their dealerships. Clearly, your message was one to which they could relate. We also appreciated your willingness to work with us (down to the wire)â in preparation for the meetings. Your responses to our suggestions were timely and helpful to the overall process.”
    Don Cook, Executive Director, Customer Loyalty, Communication and Training, Ford Motor Company

    “Your humorous and on-target message was beyond all expectations. I have received numerous compliments from retailers and vendors who were present at the breakfast.”
    Edward G. Coyne, Exhibitor Relations, JCK–International Forum for the Fine Jeweler

    “Thank you for providing the opening presentation to our kick-off of Digital Imaging University, here at Colorado Digital Imaging division. Our division efforts to bring the customer alive to our employees is a key deliverable over the next year, and your presentation hit the mark for bringing the importance of customer loyalty to life for the team. We received multiple comments regarding your energy, approach and insight as key to the learning experience.”
    Jodi Schilling, Customer Satisfaction Manager, Colorado Digital Imaging, Hewlett Packard

    “Thank you! We are so pleased with your presentation at our annual meeting. We had about 250 people there, and they told us verbally and in writing that they were well served by your keynote presentation which drove home the message we wanted delivered about creating customer and employee loyalty. “Jill was great both content and delivery!” was said to us in any number of ways.”
    Madalyn B. Cafruny, Director of Communications, American Public Power Association

    “You did a great job speaking to our Residence Inn managers and owners on customer loyalty at their annual meeting in San Antonio. I enjoyed your remarks very much. Thanks for your great remarks and thanks, too, for taking time to get to know Residence Inn before your presentation. That time you spent was very impressive to all of us.”
    William Re. Tiefel, President, Marriott Hotels

    “Our keynote presentation on marketing and patient loyalty by Jill Griffin was a fast-paced, well-crafted, thought provoking look at the role of marketing and branding in creating and securing patient loyalty. Her use of clips from a number of classic films drove home key points about the importance at looking at service from the patient or customer′s perspective.”
    Susan B. Frampton, Ph.D., Planetree Healthcare Alliance

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Books by Jill Griffin:

    Taming the Search-and-Switch Customer: Earning Loyalty in a Compulsion-to-Compare World
    Taming the Search-and-Switch Customer

    Customer loyalty strategies have turned a whole new page. Have you?

    Today′s customers typically begin their selection process by using Internet search engines, which provide an endless array of choices, as well as the ability to compare everything—price, delivery, product specifications—at the click of a mouse. Businesses unprepared to address this new breed of buyer are losing market share by the minute.

    In Taming the Search-and-Switch Customer, customer loyalty expert Jill Griffin addresses this storm of change head-on. She examines the relentless, new selling landscape and offers practical advice for winning customer loyalty.

    By taking a close look at why customers are compelled to search for new options and then switch to them, Griffin explains the new rules for building strong brand perception, how to build trust, and perhaps most importantly, how to be (and stay) different in the eyes of your customer. With the customer′s Worth-It Test, companies can figure out how their prospects and buyers perceive them and whether they are, in fact, considered more “worth it” than their competitors. With Griffin′s “10-Day Starter Plan,” companies will be able to quickly get started putting into practice the hundreds of guidelines and examples outlined in the book.

    In today′s compulsion-to-compare world, does your brand measure up? In side-by-side comparisons with dozens—or even hundreds—of competitors, will your brand prevail? Taming the Search-and-Switch Customer helps ensure that it will.

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    Customer Loyalty: How to Earn It, How to Keep It

    You′ve read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today— now read the new and revised edition of the ground-breaking book that created all the buzz.

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    Customer Winback: How to Recapture Lost Customers–And Keep Them Loyal

    Most firms consider the lost customer a lost cause. In this ground-breaking book, Jill Griffin and Michael Lowenstein dispel the myth and prove that winning back lost customers can be a rich source of renewed revenue and customer loyalty for any firm.

    With the average company losing 20 to 40 percent of its customers every year (for Web-based companies, defection rates are substantially higher), it is imperative that firms create hard-working strategies, not only for acquisition and retention but also for win-back. Griffin and Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof.

    The authors offer proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. Whether your business is small or large, product- or service-based, retail or wholesale, your success depends on keeping high-value customers.

    Customer WinBack shares the techniques of hundreds of innovative companies, from e-commerce start-ups to corporations such as U.S. Cellular, MCI, Doubleday Direct, and First Union who are already working to recapture lost customers and keep them loyal. In today′s hyper-competitive marketplace, no customer retention program can be 100 percent foolproof. With this landmark book, Griffin and Lowenstein blaze a fresh, new trail and show you how to win back those lost customers you simply can′t afford to let go.

    Order Here

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