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Jill Griffin
The Loyalty Maker
Jill Griffin is a renowned customer loyalty expert, speaker, and strategist known for her Southern charm and passion for helping executives cultivate “Loyalty Makers”—employees who drive deep customer connections and create lasting brand loyalty. Throughout her career, Jill has worked with major organizations including Microsoft, Dell, Toyota, Marriott, Ford Motor Company, Wells Fargo, Sprint, and many others, equipping them with the tools and insights to grow and maintain loyal customer bases.
Jill’s journey into the world of customer loyalty began in the 1960s in her small North Carolina hometown. As a child, she spent hours exploring the local mom-and-pop stores, fascinated by what made customers keep coming back. This curiosity sparked her lifelong quest to understand the science behind customer loyalty—a journey that has shaped her career and expertise.
An award-winning author and corporate board director, Jill has written three highly regarded books on loyalty and customer experience. Her first book, Customer Loyalty, was selected as a Harvard “Working Knowledge” book and has been translated into eight languages. She’s also the co-author of Customer Winback and the author of Taming the Search-and-Switch Customer, which was named a “Top Business Book” by The Miami Herald. These works have been widely adopted by business schools, including Northwestern University and The University of Texas McCombs School of Business, where her books are often used in marketing curricula.
Jill’s academic credentials include an MBA and Bachelor’s degree in Business from the University of South Carolina Moore School of Business, where she graduated Magna Cum Laude and received the Distinguished Alumna award. She has also served as a member of the marketing faculty at the University of Texas McCombs School of Business, contributing her expertise to the next generation of business leaders.
Before embarking on her consulting career, Jill gained hands-on experience in brand management at RJR/Nabisco, where she managed the company’s largest brand, Winston. This experience laid the foundation for her future work in customer loyalty and brand strategy.
Today, Jill continues to share her knowledge and passion for customer loyalty through her speaking engagements, workshops, and corporate consulting. She is also the Chairman of the Austin Convention and Visitors Bureau, where she combines her love for the city of Austin, Texas, with her marketing expertise to promote the city on a national scale.
TOPICS
Customer Loyalty: How to Earn It, How to Keep It
Customer Winback: How to Recapture Lost Customers and Keep Them Loyal
Turning Call Center Agents into Loyalty Makers
Earning Customer Referrals: How to Turn Customers Into Advocates
Delivering the “Wow” Customer Experience
Taming the Search-and-Switch Customer
Inside the Loyalty Laboratory: Building Customer Relationships that Last
Escaping The Commodity Trap: Earning Customer Loyalty in a Low-Bid World
Selling By Serving
Heart, Hustle and Heroes: Getting Top Performance From Your Customer Team
BOOKS
Customer Loyalty: How to Earn It, How to Keep It
Customer Winback: How to Recapture Lost Customers and Keep them Loyal
Taming the Seach & Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World

PAST CLIENTS
Aramark
Advanced Micro Devices
American Public Power Association
Austin Energy
Basic American Foods
Cambridge Technology
Partners
Cendant Corporation
Cisco Systems
Clairol
Conference Board
Days Inn
Dell
Dey Pharmaceuticals
Federal Reserve Bank
Ford Motor Company
Ford Minority Dealers Council
Hewlett-Packard
Hyatt Hotels
IBM
Inc. Magazine
Marriott Hotels
Microsoft
Motorola
National Auctioneers Association
Pervasive Software
Planetree Healthcare Alliance
Radisson Hotels
Raytheon Aircraft
Scottish Tourism
Sprint
Subway (National Franchising Organization)
Sun Microsystems
Toyota
National Toy Retailers Association
Texas Public Power Association
U.S. Navy
Wells Fargo Bank
Wingate Inns
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