Bio: Jill Griffin
Remember the old Barbara Mandrell tune…I was country, when country wasn’t cool?
Jill Griffin was preaching the gospel of customer loyalty long before it was cool.
Since launching Griffin Group in 1988, Jill has advised world-class companies on how to earn customer loyalty. Clients served include Microsoft, Ford Motor Company, Subaru, Marriott, Hewlett Packard, IBM, Dell, AMD, Wells Fargo, Western Union, Sprint, Sysco, Toyota and other similar organizations.
Her string of best-selling, award-winning books on customer loyalty began publication in the mid-nineties, when customer satisfaction and service were all the buzz. Jill’s book, Customer Loyalty: How to Earn It, How to Keep It, was released in 1995 and soon achieved business best-seller status. The second edition of Customer Loyalty, revised for the digital age, was named to Harvard Business School’s “Working Knowledge” list of recommended books.
Jill co-authored, with Michael Lowenstein, 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’s corporate advisory duties have now put her in the boardroom. Since 2002, she has served on the Board of Directors of Luby’s, Inc., a public corporation (NYSE: LUB) with 135+ restaurants and 7500 employees across the southwest. First-hand experience with shareholders, analysts, Sarbanes-Oxley, etc. has added invaluable, new dimensions to Jill’s loyalty fluency.
Jill’s newest passion is helping clients win loyalty in the rapidly evolving wired world. Her most recent keynotes and writings center on the corporation’s urgent need to heed the “call of the wired” and the loyalty solutions for making it happen.
Subscribe to Jill’s free, electronic “Making Loyalty Happen” tips at www.loyaltysolutions.com.
Posts by Jill Griffin:
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The U.S. Postal Service and Letters to God,
02 Nov 2007 in Featured Posts
My loyalty work has me thinking a lot these days about “customer credit” and how firms can best get the customer credit they’re due for the hard-fought value they deliver.
Bottom line, it’s tough out there. The market has a long memory and old perc…
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Shrewd Customer Profit Moves at Bank of America,
25 Sep 2007 in Featured Posts
What customer behaviors drive bottom line profitability? While many firms, at best, muddle around this question…..BofA KNOWS! Stellar data analyses has shown the bank that its mortgage customer is THE “gravy train” customer.
Forbes reports that …
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Ikea and Customer Happiness,
19 Sep 2007 in Featured Posts
Yesterday’s Wall Street Journal reported Ikea To Pluck Heartstrings: Ads Focus on Love of House to Combat Market Downturn. Smart move by Ikea.
The home-furnishings giant is hoping its “Home is the most important place in the world” campaign will he…
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My Day at the New York Stock Exchange,
12 Jun 2007 in Featured Posts
April 19, 2007 was a red-letter loyalty day. I got to stand with my fellow Luby’s board members and close the trading session at the New York Stock Exchange. Luby’s, Inc. (LUB) celebrated 25 years as a public traded company, with a closing stock…
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What Boosts Your Troops?,
05 Jun 2007 in Featured Posts
I just returned from the Normandy beaches in Northern France. My father, who fought in WWII, was wounded in area combat on July 25, 1944. Dad was one of the lucky ones — he made it home. But many did not.
At the American Cemetery at Colleville, I …
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Sporting Goods Chain Squashes Good Deeds Recognition,
20 Jun 2006 in Customer Relationships& Featured Posts
Last week, a major sporting goods chain failed one of its hard-working, ‘make-it-happen’ front line customer care warriors. And I was a witness….
The Facts: When I entered the sprawling sporting goods store on Thursday morning, I was on a critica…
