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Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World Hardcover – March 23, 2009

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Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World + Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal + Customer Loyalty: How to Earn It, How to Keep It
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Editorial Reviews

From the Inside Flap

Taming the Search-and-Switch Customer

Customer loyalty strategies have turned a whole new page. Have you?

Today's customers typically begin their selection process by using Internet search engines, which provide an endless array of choices, as well as the ability to compare everything—price, delivery, product specifications—at the click of a mouse. Businesses unprepared to address this new breed of buyer are losing market share by the minute.

In Taming the Search-and-Switch Customer, customer loyalty expert Jill Griffin addresses this storm of change head-on. She examines the relentless, new selling landscape and offers practical advice for winning customer loyalty.

By taking a close look at why customers are compelled to search for new options and then switch to them, Griffin explains the new rules for building strong brand perception, how to build trust, and perhaps most importantly, how to be (and stay) different in the eyes of your customer. With the customer's Worth-It Test, companies can figure out how their prospects and buyers perceive them and whether they are, in fact, considered more "worth it" than their competitors. With Griffin's "10-Day Starter Plan," companies will be able to quickly get started putting into practice the hundreds of guidelines and examples outlined in the book.

In today's compulsion-to-compare world, does your brand measure up? In side-by-side comparisons with dozens—or even hundreds—of competitors, will your brand prevail? Taming the Search-and-Switch Customer helps ensure that it will.

About the Author

Jill Griffin, known to her clients as "The Loyalty Maker," is an award-winning author, consultant, and speaker. Since 1988 she has led Austin-based Griffin Group, helping B2B and B2C firms, large and small, build fiercely loyal customers. She is the author of Customer Loyalty, which was named to Harvard Business School's "Working Knowledge" list and has been translated into six languages, as well as a co-authored book, Customer Winback. An in-demand speaker, Jill keynotes conferences worldwide. Reach Jill at www.loyaltysolutions.com.

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Product Details

  • Hardcover: 288 pages
  • Publisher: Jossey-Bass; 1 edition (March 23, 2009)
  • Language: English
  • ISBN-10: 0470345047
  • ISBN-13: 978-0470345047
  • Product Dimensions: 6.3 x 0.9 x 9.4 inches
  • Shipping Weight: 1 pounds (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (9 customer reviews)
  • Amazon Best Sellers Rank: #2,087,345 in Books (See Top 100 in Books)

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More About the Author

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, Marriott Hotels, Hewlett Packard, Cendant, 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.

Jill's newest book is Taming the Search-and-Switch Customer.


Her books have been translated into Chinese, Japanese, Indonesian, Portugese 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 serves on the Moore School's Board of Trustees.

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.



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Most Helpful Customer Reviews

3 of 3 people found the following review helpful By Monica David on November 11, 2009
Format: Hardcover Verified Purchase
A must-have for anyone concerned about preventing customer defections in an environment where information about the competition is one click away. I have worked with Jill Griffin in the past and know her to be absolutely passionate about helping companies build and retain customer loyalty by delivering value that ultimately creates value for the company. She is ahead of the wave in recognizing that the rules of the game have changed significantly and that we need to do things differently. Having clearly spelled out the challenges, she then provides us a road map filled with practical examples of how to earn the customer's loyalty. It would be surprising if you did not walk away with a to-do list that you can start today!
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3 of 3 people found the following review helpful By A. Pincelli on April 28, 2009
Format: Hardcover
Jill Griffin definitely has her finger on the pulse of today's buyer. Where can I find it faster, cheaper, better? Her new book teaches readers how to earn customer loyalty in today's world by giving value to the customer and continuing to meet and even exceed their expectations. As a fan of all of Griffin's books, I believe Taming the Search and Switch Customer is the best yet. I recommend it to anyone interested in building and maintaining a successful business!
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Format: Kindle Edition Verified Purchase
I just finished reading two books of Jill Griffin, Customer Loyalty and Taming. Those excellent books gave me the whole picture of the seven key stages of growing a loyal customer, how to be and stay different in the age of "Search-and-Switch". It's must-read books for salespeople at all levels.

Besides, I have my own formula and recommendation after reading invaluable books (in order) from following famous authors to any salesperson who wants to be a sales expert in his/her field:
Unlimited Sales Success (from Brian Tracy) + 80/20 Sales and Marketing (Perry Marshall)+ Customer Loyalty (Jill Griffin) and Taming (Jill Griffin)

Please advise me any recent valuable book about sales consultant/ sales management I should read about sales field. Thanks

Jackie
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Format: Hardcover
Optimizing loyalty behavior is all about creating and sustaining trust between the company supplying the product or service, and bonding with the customer. Jill's 'Worth It' test describes the emotional and rational value which must be provided to profitably generate the highest possible 'share-of-customer'. Is that the goal your organization wants to achieve? Read this book today (you'll be highlighting every other line, and dog-earing every other page for reference), and apply Jill's knowledge, experience, and insights tomorrow.

Michael Lowenstein, PhD CMC
Senior Vice President and Senior Consultant
Stakeholder Relationship Consulting
Harris Interactive
co-author, with Jill Griffin, of 'Customer WinBack'
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Format: Hardcover
As the former managing editor of CRMGuru/CustomerThink and a consultant to leading CRM firms, I have read many books about the customer. This one stands above the rest. Jill doesn't allow you to simply read the book. She requires you to live the book and its lessons. The learning doesn't stop between the covers. It extends onto the 'net where customers live and breathe. I'm going to make it required reading for my entrepreneurial course. Every business owner and manager needs to walk this walk.
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