Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World
March 2009, Jossey-Bass
Praise for Taming the Search-and-Switch Customer
"What an excellent wake-up call! Your company's most valuable
assetyour loyal customershave more tools than ever to
compare you to competitors and switch. Griffin does an excellent
job identifying the risks to customer loyalty in an environment of
immediate and abundant information, and defines a path to earn
loyalty through delivery of enhanced value in the eyes of your
customers. A truly important premise to building and maintaining a
Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development
"In this dynamic treatise on customer retention, Jill Griffin,
The Loyalty Maker, provides updated solutions to meet today's
challenge of changing consumer shopping habits. A must-read for all
retailers and wholesalers."
Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc.
"Mandatory reading for anyone who manages customer loyalty. A
truly thought-provoking read!"
Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty
"Every company is in the service business now, whether they
realize it or not. Jill's book is a great start on how to make your
service experiences better than they are today."
Robert Stephen, founder, The Geek Squad
"In today's Googlized marketplace, Taming the Search-and-Switch
Customer is a must-read."
Ken DeAngelis, general partner, Austin Ventures
"Griffin is pure loyalty genius!"
Kelly Cook, vice president, Customer Engagement/CRM, Waste Management
Get a Grip.
1. Welcome to the Compulsion-to-Compare Planet.
2. Why Customers Search and Switch.
Get the Credit You’re Due.
3. Ace Your Buyer’s Worth-It Test.
4. Manage Perception Makers and Takers.
5. Be (and Stay) Damn Different.
Fortify Your Firewall.
6. Build Customer Trust.
7. Find and Grow Passionate-to-Serve Employees.
8. Look for Tamers That Teach.
Move On Now!.
9. Follow the 10 Day Starter Plan.
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.