Jill Griffin is an internationally recognized expert on customer loyalty. Her groundbreaking book, Customer Loyalty: How To Earn It, How To Keep It, gained business best-seller status in 1997. She was among the first to point out that even customers who are satisfied will readily switch suppliers for greater convenience or lower costs and that companies must do more that merely satisfy customers - they must engender loyalty.
Now available in second edition, Customer Loyalty is a Harvard Business School Working Knowledge recommended book and has been published in six languages. Ms. Griffin is co-author of Customer Winback, deemed one the 30 Best Business Books of 2002 by Soundview Executive Book Summaries.
Since 1988, Jill Griffin has served as president of Griffin Group, a customer loyalty research and consulting firm headquartered in Austin Texas. Clients served include Dell, Aramark, Southern Company, American Public Power Association, Ford, Microsoft, Hewlett Packard, Marriott, Days Inn, Western Union, and Scotland's Department of Tourism.
Ms. Griffin sits on the Board of Directors for Luby's Corporation, a New York Stock Exchange company with 135 restaurants and 7,000 employees across the Southwest. She serves on the Advisory Council for Mirabel Medical, developer of the world's first electrical impedance-based system for early detection of cancer in women under the age of 40. Ms. Griffin also serves on the Board of Advisors for Ensurety Group, an automotive services company, and mUrgent, a software company that provides online customer relationship management services to multi-site restaurant companies.
In her early career, Jill Griffin served as Senior Brand Manager for RJR/Nabisco's largest brand and as National Director of Marketing and Sales for AmeriSuites Hotels.
Ms. Griffin is a frequent guest lecturer and former faculty member at the University of Texas McCombs School of Business, where her two books have been adopted as textbooks for the MBA and undergraduate courses on customer management.
She is the recipient of the 2003 Distinguished Alumna Award from the University of South Carolina Moore School of Business from which she holds MBA and Bachelor of Science degrees, Magna Cum Laude. To book sales and customer service speaker, Jill Griffin call Executive Speakers Bureau 901-754-9404.
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. Yet, most firms fall short on strategies for driving positive word-of-mouth.
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.
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