Jill Griffin is Our Newest Guest Author

We are pleased to add Jill Griffin to the outstanding team of customer experience consultants who share their knowledge with you.

Jill Griffin has been preaching and teaching the gospel of customer loyalty in Corporate America for almost three decades. Dell, Microsoft, Ford Motor Company, Subaru, Days Inn, Marriott Hotels, Hewlett Packard, IBM, AMD, Wells Fargo, Western Union, Sprint, Toyota and other similar organizations have sought her solutions and welcomed her deep inside their conference rooms, call centers and customer sites.

Jill’s most recent duties have earned her a seat in the boardroom. Since 2002, Jill has served on the Board of Directors of Luby’s, Inc. (NYSE:  LUB), overseeing the restaurant chain’s critical turnaround. In four short years, Luby’s has returned to profitability, paid off all debt, enhanced shareholder value four-fold, and restored its storied Brand to prominence by winning back lapsed customers and marketing to new ones.

Jill’s string of best-selling, award-winning books on customer loyalty began publication in the mid nineties, with the release of the internationally published, business best-seller, Customer Loyalty: How to Earn It, How to Keep It. The second edition of Customer Loyalty, revised for the digital age, is on Harvard Business School’s "Working Knowledge" list of recommended books.

Jill is the co-author of Customer Winback: How to Recapture Lost Customers and Keep Them Loyal, which won Soundview Executive Book Summaries’ "30 Best Business Books" award. Her books have been translated into Chinese, Japanese, Indonesian, Portuguese and Spanish.

Jill served on the University of Texas McCombs School of Business faculty from 1988 to 1990. Today, she is a frequent UT guest lecturer. Her two books have been used as textbooks for the university’s MBA and undergraduate courses on customer management.

In her early career, Jill served as senior brand manager for RJR/Nabisco’s largest brand and distinguished herself as one of the youngest brand managers in the corporation’s history. From RJR/Nabisco, Jill joined AmeriSuites Hotels as the start-up chain’s first National Director of Marketing and Sales. She launched Griffin Group in 1988.

Jill is the recipient of the 2003 Distinguished Alumna Award for the University of South Carolina Moore School of Business (received alongside Larry Kellner, Chairman and CEO of Continental Airlines) from which she holds MBA and Bachelor of Science degrees, Magna Cum Laude.

Jill’s passion is speaking to audiences world-wide about the power and pit-falls of customer loyalty. Each of her Loyalty Maker ™ presentations is "painfully customized" and loaded with industry-specific how to’s, wrapped around real-world, heart-felt stories and case studies. Jill’s in-the-trenches leadership and experience, married with her high energy, fun-loving platform style, make her a real stand-out among corporate speakers.

Comments

[Dale Wolf]

Sorry about that Stevo. When the article was pasted in from another Word Doc it contained an embedded type font size of 8 point. Digging into the HTML, I was able to find this and change it to 10 point. That seems to be one of the problems with pasting documents into the TypePad content entry system. Even passing these documents through WordPad does not always strip out the embedded code. In my zeal to deliver a perfect customer experience, I could get you a pair of those reading glasses from Walgreens ... just joking! I will warn all of our contributing authors about this issue when pasting content from other documents. Keep up the good work on Expert Access.

[STEVO]

The text font is too small? Can you make it a little bigger so I can read it