Jill Griffin

“Big Data” Lessons from Obama’s Playbook

This year's Loyalty Maker® Award goes to the Obama campaign. Here's why: Stunningly smart use of voter data helped the Obama campaign win undecided...

Win Back the Customers You Lost in the Recession

In the erratic economy of these past years, you probably have customers who have left you. Many had no choice. It was about the...

Passion, Parades and Customer Loyalty

If there’s one thing I’m blessed with, it’s a passion for my loyalty work. I simply LOVE the constant learning about why and...

You Talk. We Listen.

Marketing ace and friend, Bob Gutermuth (founder of Dialog Marketing) shared this recent experience with a Houston pizzeria. Reports Bob, "We left our feedback...

Keep Your Advocates Advocating!

There's an important difference between a client and an advocate. Advocates do more than simply buy from you. Advocates are engaged customers who demonstrate...

How to Conquer the Loyalty Threat: Three Remedies for Search-and-Switch Customers

What, if this very minute, one of your best customers is on Google, comparing you against the competition and contemplating a switch. Will your...

How I Paid For Graduate School: A Surprising Opportunity to Say Thanks

It was the summer of 1977 and I was a just-graduated college student serving hot steaks to hungry customers at a Myrtle Beach steakhouse....

Earning Loyalty from Search-and-Switch Customers

Bob Thompson interviews loyalty expert Jill Griffin about her new book, Taming the Search-and-Switch Customer. Discussion Topics: Is customer loyalty dead? What is "true loyalty"...

The Right Moves in White-Knuckle Times Can Keep Your Customers Loyal

"Think Units." That was the headline on the Plexiglas-framed desk-top poster that appeared in my office in-basket one Monday morning in the early '80s....

Grumpy Old Men in Gun Stores: Employee Recruitment Can Mean Everything to Your Customers

Why are gun stores always staffed with "grumpy old men?" That's the question I heard jokingly tossed around early one Sunday morning on a local...

Boardroom Buy-In: How to Earn It, How to Keep It

We've all heard it said a zillion times: "You can't successfully drive customer-centricity without c-suite buy-in." But what about boardroom buy-in? It's an area...

Times Square and Toilet Paper

Toilet Paper. How do you successfully build an engaging, loyalty-building brand story around that product? Just ask the ace marketers at Proctor & Gamble...

The U.S. Postal Service and Letters to God

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...

Iceland, Lava and Loyalty

A speaking engagement recently took me to Iceland and some of the most captivating, natural beauty I've ever seen. While visiting the "Golden Circle"...

Hollywood Flick Goes Multi-Channel

Multi-channel marketing just got more innovative! Movie director Wes Anderson is releasing, tomorrow, a 13 minute short on the Internet called "Hotel Chevalier"...

Moments That Matter

I was only 15 when my father died unexpectedly. Even though our father-daugher time was scarce, he managed to give me some long-lasting, life-changing...

Six Stages of Customer Loyalty and How to Leverage Them: Anchor Clients and Win–and...

There's an old saying, "Rome wasn't built in a day," and neither is customer loyalty. Customers become loyal to your company and its products...

Six Stages of Customer Loyalty and How to Leverage Them: Nurture First-Time Customers and...

There's an old saying, "Rome wasn't built in a day," and neither is customer loyalty. Customers become loyal to your company and its products...

Leverage the Six Stages of Customer Loyalty: Attract Suspects and Convert Prospects

There's an old saying, "Rome wasn't built in a day," and neither is customer loyalty. Customers become loyal to your company and its products...

Commodity Creep: Are You Managing It?

An invisible force is at work in your company. It lurks in your broadroom, your executive suite, in every branch of your org chart...

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