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.