The Sweeney Agency

About Jill Griffin - Speaker and Author on Customer Loyalty and Selling through Service:

Customer loyalty pioneer Jill Griffin empowers firms to get, grow and win back high value customers. As a keynote speaker on customer loyalty, sales and marketing she inspires, challenges, motivates and entertains.

She is three-time loyalty book author, corporate board director of Luby’s/Fuddruckers, and board trustee of the University of South Carolina Moore School of Business. She is author of Customer Loyalty, which was chosen as a Harvard Working Knowledge book and has been translated into eight languages, Customer Winback (co-authored with Michael Lowenstein) and Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World, named a Top Business Book for 2009 by The Miami Herald.

Jill leads Austin-based Griffin Group, helping firms around the globe build fiercely loyal customers. Clients served include Microsoft, Dell, Toyota, Marriott, Hewlett-Packard, Radisson, Subaru, Sears/Kmart Shop Your Way Rewards, Wells Fargo, Western Union, and Sprint.

Jill has served on the marketing faculty of the University of Texas and her books have been used as teaching text by faculty at UT, Northwestern and other universities.

Every presentation that Jill Griffin does is painstakingly customized for the audience. How? By conducting in-depth interviews weeks before the event with the meeting planner, people in the audience and other stakeholders. Jill digs deep to understand your key principle objectives, challenges and industry trends so her stories, examples, video clips, etc. hit the mark.

Customer Loyalty: How to Earn It, How to Keep It
Based on the how-to principles captured in Jill’s Harvard Working Knowledge book by the same name, this program teaches participants a proven process for turning non-buyers into loyal advocates. This high energy, information-packed session will equip you with simple, practical tools you can put to use immediately to measurably improve the buying behaviors of high value customers. You will learn:

• How to target loyalty-prone customers
• Proven ways build that all-important trust bond with customer
• 10 proven ways to ensure customers return
• The buying stage you’re most likely to lose customers and how to navigate it
• Wondrous entanglement: How to use it to keep customers from leaving you
• The much-overlooked gifts of a lost sale and how to use them wisely
• And more easy-to-apply tools and tips for making loyalty happen!

Earning Customer Referrals: How to Turn Customers Into Advocates
Getting happy customers to spread the word is your best source of advertising. Yet, most firms fall short on strategies for driving positive word-of-mouth. This program will teach you:

• Is this customer your advocate? 4 ways to tell
• How to climb Advocacy Hierarchy: Why the top step matters most
• Why complainers must be managed and how to do it
• 9 ways to minimize detractors and maximize advocates
• How to get online communities spreading your good name

Selling By Serving
Designed for customer care and customer service , this program teaches attendees why serving means selling and why selling means serving. Participants are challenged to rethink their selling biases and rediscover two business truths: Nothing happens ‘til somebody buys something and It’s not about making a sale, it’s about growing a customer. You will learn:

• Why cross-selling and up-selling can heighten customer satisfaction
• The Rules of Influence and how to use them to serve and sell
• Dealing with apathetic staff: How to prevent apathy and what to do when it strikes
• Hero Stories: How to use your firm’s customer stories to inspire high performance
• Stories from the front: People who sell by serving