Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your email address or mobile phone number.
Customer Loyalty: How to Earn It, How to Keep It Paperback – October 9, 2002
Top 20 lists in Books
View the top 20 best sellers of all time, the most reviewed books of all time and some of our editors' favorite picks. Learn more
Frequently Bought Together
Customers Who Bought This Item Also Bought
From Publishers Weekly
Copyright 1994 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.
From Library Journal
Kathy Shimpock-Vieweg, O'Connor-Cavanagh Lib., Phoenix, Ariz.
Copyright 1995 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.
More About the Author
Since 2003, Jill has served as Board Director for Luby's/Fuddruckers Restaurants (NYSE: LUB). She chairs the Personnel & Administration committee including oversight for Store Operations, Human Resources, Marketing/Social Media, Information Technology, and Management Compensation and Succession.
Jill's customer loyalty videos are featured on the training site, Lynda.com, which LinkedIn recently acquired for $1.3 billion.
Jill holds her Bachelor of Science (Magna Cum Laude) and MBA degrees from the University of South Carolina Moore School of Business and is the recipient of the 2005 Distinguished Alumna Award and is a member of the Moore School's Board of Trustees.
Since 2013, Jill has served as Chair of the Austin Convention & Visitors Bureau. (ACVB is the 'marketing and sales arm' for the City of Austin and is entrusted with bringing conventions and visitors to the "Live Music Capital of the World.")
Launching her loyalty consulting firm in 1988, Jill saw early the trend toward customer and employee loyalty. Her ground-breaking book, Customer Loyalty (1995, 1997, 2002), has been published in eight languages. Two awarding-winning books followed: Customer Winback (co-authored) and Taming the Search-and-Switch Customer.
Jill's newest book, Earn Your Seat on a Corporate Board: 7 Steps That Build Your Career, Elevate Your Leadership and Expand Your Influence, will be released Spring 2016.
Top Customer Reviews
Of course there is a difference between customer satisfaction and customer loyalty! But Jill Griffin is the first person I've read who points it out. We all need to be wiser about the customers we have. Why do we spend so much time looking for new customers, out there somewhere, compared to our existing clientele? Here we have an author who shows us how to easily nuture the customers we have toward additional sales AND toward being our supporters and promoters for new clients as well.
As I read "Customer Loyalty" through, I immediately and consistently found myself thinking, "A bird in the hand is worth at least 12 in the bush!"
Carol Parenzan Smalley
By using clear examples and sound business principles, Ms. Griffin cuts through the academic with a confidence and style of someone who has clearly "walked the walk." Buy "Customer Loyalty," stuff it in the travel bag, pull it out on the next flight, and get ready to highlight. It is the definitive loyalty book and a "must have" resource for any company with loyalty ambitions.
This is the kind of book you'll want to purchase for your business library, and one that you'll refer to regularly for creative inspiration.
Not enough effort/press is given to customer loyalty.
Most Recent Customer Reviews
Easy to read. I skimmed a lot of it but there are a couple chapters with great ways to think about loyalty.Published 13 months ago by Javier
A very nice book, that includes the idea of converting prospects to qualified prospects that will eventually be loyal and advocate customers. Read morePublished on September 11, 2013 by Pedro Lopez
This book provides a guide to implementing customer loyalty which is easy to understand, with tips and examples backing up each of the steps to creating loyal customers. Read morePublished on March 26, 2013 by Michael Ruckman
I have read a lot of business books in my day, and this is one of the best books. When it comes down to a book being all fluff or pages filled with intellectual meat, this book is... Read morePublished on April 24, 2009 by Roley Anderson
Everything worked just like it should, used books shipped when they were supposed to in good condition.Published on April 11, 2007 by Robert D. Mylacraine
A must by for new business owners! Practical teaching with easy to apply techniques. Existing businesses who've let their customer service fall by the wayside could also greatly... Read morePublished on January 26, 2007 by RG
We do training for companies in a service industry and use this book as part of our program. It has revolutionized the way we look at customer loyalty. Read morePublished on July 10, 2006 by Robert Lisser
This book belongs on every company's bookshelf. Why? Because the business world is seduced by the promise of customer conquests when, in fact, customer loyalty is the real ticket... Read morePublished on June 16, 2006 by Patricia J. Mcmahan
This book provides an invaluable education to any business owner or marketing /customer relations professional. Read morePublished on June 7, 2006 by Patricia DeNucci