Expertise: Customer loyalty, customer win back, customer search-and-switch management

Book a coaching session with Jill

Jill is the only authority who has authored books in each of the “Big Three” customer-keeping competencies. Her books have been adopted as teaching texts by colleges and universities including the University of Texas McCombs School of Business and Northwestern University.

Jill’s books include: Customer Loyalty: How to Earn It, How to Keep It, which was named to Harvard Business School’s Working Knowledge, Customer Winback: How to Recapture Lost Customers and Keep Them Loyal, which earned Soundview Executive Book Summaries’ “30 Best Business Books” and her newest book, Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World.

Jill serves as corporate director on numerous boards: public and private, for-profit and not-for-profit. She knows first-hand the importance of keeping customer-focused initiatives on every board’s radar screen.

Many international sites, such as Croatia, Iceland, Slovakia, Scotland, Spain, Great Britain have sponsored Jill’s keynotes and seminars. Jill’s in-the-trenches leadership and experience, married with her high energy, fun-loving platform style, make her a real stand-out among international speakers.

Jill’s Fortune 500 clients inlcude Dell, Microsoft, Ford Motor Company, Subaru, Marriott Hotels, Hewlett Packard, Cendant, IBM, AMD, Wells Fargo, Western Union, Sprint, Toyota are some of the Fortune 500 organizations which have sought Jill’s loyalty-maker solutions and welcomed her deep inside their conference rooms, call centers and customer sites.

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. In 2009, Jill was appointed to the USC Moore School of Business Foundation Board of Trustees.

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 (in its start-up phase), leading the firm’s Sales and Marketing troops in the nationwide launch of the brand. She founded Griffin Group in 1988 and signed AmeriSuites as her first client.

	Jill is the author of the business best seller, Customer Loyalty: How to Earn It, How to Keep It, which was named to Harvard Business School’s Working Knowledge list and has been translated into six languages. (The US Postal Service selected Customer Loyalty as its book-of-choice to distribute to 23,000 small and mid-size businesses nationwide.) BUY NOW
	Jill co-authored the trail-blazing book, Customer Winback: How to Recapture Lost Customers and Keep Them Loyal which earned Soundview Executive Book Summaries’ “30 Best Business Books” award. BUY NOW
	Jill’s newest book, Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World, is a ground-breaking book that addresses the relentless scrutiny unleashed by today’s Internet search engines and how to build and sustain customer loyalty in the age of near-perfect buyer information. BUY NOW