Customer Reviews

Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World

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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!

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!

I've read all of Jill Griffin's books. She's truly the master of Loyalty. This book really earned my praise because "search" has transformed business, branding and marketing as we knew it. In the book, Jill spells out a plan to combat the defector enemies that lurk and provides real world tools to leverage the good side of the Google and other search company's globe.

I highly recommend this book for both small and large organizations.

Book was received and is in excellent condition. Arrived before due date and great wto work with.

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.

We (Powered Inc) like Jill's book so much that we are featuring her and her content on a series of podcasts regarding social media and its ability to drive customer loyalty. It's a thought provoking framework and set of case studies that help companies think through 1) the importance of customer loyalty AND 2) how to create loyal customers in a new world order.

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'

Jill Griffin's newest book is mandatory reading for anyone who manages customer loyalty. This is truly a thought-provoking and fun-to-read book. M.A. Alexander