Earning Loyalty from Search-and-Switch Customers

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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” and why you need it
  • How Granite Rock is able to get higher prices for a commodity product
  • Why companies must get inside customers’ minds to pass the “worth it” test
  • How to identify and hire “passionate to serve” employee


Recorded on May 18, 2009.



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