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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
Jill Griffin
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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