Jill Griffin

Jill Griffin is an internationally recognized expert on customer loyalty. Her groundbreaking book, Customer Loyalty: How To Earn It, How To Keep It, gained business best-seller status in 1997. She was among the first to point out that even customers who are satisfied will readily switch suppliers for greater convenience or lower costs and that companies must do more that merely satisfy customers - they must engender loyalty.

Now available in second edition, Customer Loyalty is a Harvard Business School Working Knowledge recommended book and has been published in six languages. Ms. Griffin is co-author of Customer Winback, deemed one the 30 Best Business Books of 2002 by Soundview Executive Book Summaries.

Since 1988, Jill Griffin has served as president of Griffin Group, a customer loyalty research and consulting firm headquartered in Austin Texas. Clients served include Dell, Aramark, Southern Company, American Public Power Association, Ford, Microsoft, Hewlett Packard, Marriott, Days Inn, Western Union, and Scotland's Department of Tourism.

Ms. Griffin sits on the Board of Directors for Luby's Corporation, a New York Stock Exchange company with 135 restaurants and 7,000 employees across the Southwest. She serves on the Advisory Council for Mirabel Medical, developer of the world's first electrical impedance-based system for early detection of cancer in women under the age of 40. Ms. Griffin also serves on the Board of Advisors for Ensurety Group, an automotive services company, and mUrgent, a software company that provides online customer relationship management services to multi-site restaurant companies.

In her early career, Jill Griffin served as Senior Brand Manager for RJR/Nabisco's largest brand and as National Director of Marketing and Sales for AmeriSuites Hotels.

Ms. Griffin is a frequent guest lecturer and former faculty member at the University of Texas McCombs School of Business, where her two books have been adopted as textbooks for the MBA and undergraduate courses on customer management.

She is the recipient of the 2003 Distinguished Alumna Award from the University of South Carolina Moore School of Business from which she holds MBA and Bachelor of Science degrees, Magna Cum Laude. To book sales and customer service speaker, Jill Griffin call Executive Speakers Bureau 901-209-0190.

Education

• Executive MBA University of South Carolina (1971.09 — 1973.07)
• MBA, Bachelor of Science--Business Admin (Magna Cum Laude) University of South Carolina

Companies

• Weekly Columnist | Editorial Contributor Forbes (2017)
• Author JJGriffin Enterprises Inc. [dba The Loyalty Maker] (2013)
• Educator JJGriffin Enterprises Inc. [dba The Loyalty Maker] (2013)
• Austin Advisory Board Member Broadway Bank (2012)
• Board Advocate | Advisor JJGriffin Enterprises Inc. [dba The Loyalty Maker] (2003)
• Founder | Author | Keynote Speaker | The Loyalty Maker JJGriffin Enterprises Inc. (1988)
• Speaker JJGriffin Enterprises Inc. [dba The Loyalty Maker] (1988)
• Board of Directors | Vice Chairman 2019 – 2021 LUBY'S FUDDRUCKERS RESTAURANTS, LLC (2003 — 2021)
• Contributing Writer HuffPost (2016 — 2018)