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Branding | Customer Service | Marketing In today's competitive business climate, aiming for customer satisfaction is no longer enough. Many customers who are satisfied with a product or service will defect to buy a competitor's product without hesitation, forcing many businesses to spend more and more money to attract new customers. 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. Jill 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. Jill 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. Jill 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 B. S. degrees, magna cum laude. Jill Griffin is routinely among the highest rated speakers at national and international conferences. She addresses business and professional audiences on such topics as customer loyalty, customer service, branding, performance measurement, and market trends. Jill Griffin digs deep to understand the audience's key principle objectives, challenges, and industry trends so her stories, examples, and video clips address their issues and concerns. Companies like Wells Fargo, The Conference Board, Inc. Magazine, Toyota, and the U.S. Navy consistently bring Jill Griffin's results-based presentations to their organizations.
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