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.

Jill Griffin
Griffin Group
Jill Griffin is a "Harvard Working Knowledge" author of three books on customer loyalty. She serves as public board director for Luby's Cafeterias, Fuddruckers and Jimmy Buffets' Cheeseburger in Paradise restaurants. Microsoft, Dell, Marriott Hotels, Ford, Toyota, Wells Fargo, IBM, Subaru are a few of the clients served since she hung out her "Loyalty Maker" shingle in 1988. Jill delivers customized keynotes worldwide. Sign up for her monthly loyalty tip at www.loyaltysolutions.com.


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