Jill Griffin Speaker Biography
Global Authority on Customer Loyalty, Branding, and Customer-Centric Strategy
Jill Griffin is internationally recognized as one of the leading authorities on customer loyalty, brand strategy, and customer-centered business growth. For more than three decades, she has helped organizations understand, earn, and sustain customer loyalty in increasingly competitive and complex markets. Her work bridges rigorous research with practical application, enabling leaders to transform customer relationships into measurable business results. Known for her clarity, credibility, and engaging delivery, Jill is consistently rated among the top keynote speakers at national and international conferences.
Customer Loyalty Expert
Jill Griffin is the author of the seminal business classic Customer Loyalty: How to Earn It, How to Keep It, first published in 1997 and later revised and expanded. The book is widely regarded as one of the most comprehensive and actionable resources on customer loyalty strategy and has been featured on Harvard Business School’s “Working Knowledge” list of recommended titles. HBS has described the book as “a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction.” Her research and frameworks from Customer Loyalty continue to influence how organizations approach retention, experience design, and lifetime value today.
Books
She is also the co-author of Customer Win-Back: How to Recapture Lost Customers and Keep Them Loyal, an award-winning book that introduced many organizations to the untapped profitability of reclaiming lost customers. This work challenged traditional acquisition-first thinking and provided one of the earliest structured approaches to customer recovery, defection analysis, and trust rebuilding. In addition, Jill is the author of Taming the Search-and-Switch Customer, which explores how increasingly informed and empowered customers evaluate brands, compare alternatives, and rapidly change providers—issues that are even more relevant in today’s digital-first economy.
Advisor, Consultant, Strategist
In addition to her writing, Jill Griffin has built an extensive career as a management consultant, advisor, and strategist. She has worked with a broad range of Fortune 500 companies, mid-sized organizations, and global brands across industries including financial services, healthcare, technology, telecommunications, retail, manufacturing, and professional services. Her client engagements focus on customer loyalty strategy, customer experience design, brand differentiation, customer win-back initiatives, and aligning organizational culture around the customer. Jill’s ability to translate complex customer data into clear strategic action has made her a trusted advisor to senior executives and leadership teams.
Customer-Focused Initiatives
Jill’s work experience includes leading and advising customer-focused initiatives that integrate marketing, sales, and service functions. She is known for helping organizations break down internal silos and design end-to-end customer strategies that drive consistency and accountability. Her consulting work emphasizes measurable outcomes such as improved retention rates, increased share of wallet, stronger referral behavior, and higher customer lifetime value. Whether working with executive teams or frontline employees, Jill’s approach is practical, research-based, and grounded in real-world business challenges.
Customer Loyalty Speaker
As a keynote speaker, Jill Griffin delivers high-impact presentations that combine insight, data, and actionable frameworks. Her programs are tailored to each audience and industry, making them highly relevant and immediately applicable. She speaks to executives, sales leaders, marketing professionals, customer experience teams, and customer service organizations, addressing the strategic and human dimensions of loyalty. Jill is routinely ranked among the highest-rated speakers at conferences for her ability to engage audiences while delivering content that drives lasting change.
Leadership Insights
Jill Griffin holds a strong academic foundation that underpins her thought leadership and research-driven approach. She has completed advanced studies in business and marketing, and her work reflects a deep understanding of organizational behavior, customer psychology, and strategic planning. While grounded in theory, her focus has always been on application—helping leaders move from insight to execution in real-world environments.
Brand Experience and Customer-Centered Strategy
Today, Jill Griffin continues to be a sought-after voice on customer loyalty, brand experience, and customer-driven growth in an era defined by rapid change, heightened customer expectations, and increased competition. Her insights help organizations navigate evolving customer behavior, digital disruption, and the growing importance of trust and relationships. Through her books, consulting, and speaking, Jill remains a powerful advocate for putting the customer at the center of business strategy—and for turning that commitment into sustained competitive advantage.
Jill Griffin Speaking Topics
Customer Loyalty: How to Earn It, How to Keep It
Customer loyalty is no longer driven by satisfaction alone—it is earned through intentional strategy and consistent execution. In this keynote, Jill Griffin outlines a proven, step-by-step framework for turning first-time buyers into long-term advocates. Participants learn how loyalty is built across the entire customer journey, not just at moments of service. The program equips leaders with practical tools to increase retention, lifetime value, and brand trust.
Customer Win-Back: Turning Lost Customers into Loyal Advocates
Winning back lost customers is often more profitable—and more achievable—than acquiring new ones. Jill reveals why most organizations fail at win-back and how to implement a structured, proactive recovery strategy. Drawing on research and real-world case studies, she demonstrates how recovered customers can become some of a company’s most loyal supporters. Attendees leave with actionable approaches to diagnose defection, repair trust, and rebuild long-term relationships.
Selling by Serving: Where Customer Experience Meets Revenue
Today’s customers reward companies that genuinely serve their needs, not just sell to them. This program reframes selling as a service-driven process that builds trust, credibility, and long-term value. Jill shows how customer-facing teams can align empathy, problem-solving, and revenue goals without compromising the customer experience. The result is stronger relationships, higher conversions, and more sustainable growth.
Delivering the “Wow” Customer Experience
Exceptional customer experiences are intentionally designed—not accidental. Jill helps organizations identify what customers truly value about their brand and where experience gaps are eroding loyalty. She provides a practical blueprint for creating memorable, differentiated experiences that drive emotional connection and repeat business. This keynote is ideal for leaders looking to elevate experience from a buzzword to a strategic advantage.
Turning Customers into Advocates: The Power of Referrals and Word of Mouth
Customer advocacy is the most credible and cost-effective form of marketing. Jill explains why most referral efforts fail and how to create systems that naturally encourage customers to share positive experiences. Attendees learn how to earn referrals through trust, consistency, and meaningful engagement rather than incentives alone. The session delivers proven strategies for amplifying brand reputation and organic growth.
Winning the Search-and-Switch Customer
Modern customers are informed, impatient, and quick to switch brands. In this timely keynote, Jill addresses the realities of search-driven, comparison-heavy buying behavior in both B2B and B2C markets. She outlines practical strategies for reducing churn, increasing switching costs, and strengthening emotional loyalty. Organizations gain tools to compete effectively in markets where loyalty is constantly under threat.
Jill Griffin Books
Follow These Leaders: Wisdom and Mentorship from the Voices of Success
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Women Make Great Leaders: Real-World Lessons to Accelerate Your Climb
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Taming the Search-And-Switch Customer
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Customer Loyalty: How to Earn It, How to Keep It
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Customer Winback: How to Recapture Lost Customers–And Keep Them Loyal
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Jill Griffin Speaker Testimonials
"Thank you again for participating in Ford Division’s Winter Dealer Meetings. Dealers told us that the Owner Loyalty discussion was particularly helpful in that it provided good anecdotal information on what other small businesses had done, and then clear direction on what they could do at their dealerships. Clearly, your message was one to which they could relate. We also appreciated your willingness to work with us ‘down to the wire’ in preparation for the meetings. Your responses to our suggestions were timely and helpful to the overall process."
- Don Cook | Executive Director Customer Loyalty, Ford Motor Company
"I found Jill's message so inspiring that we asked her to address our 2,200 owners and general managers through a series of regional meetings. Her message engages the audience and her ability to 'customize' her remarks toward the brand's particular issues is an outstanding asset."
- Joe Kane | President & CEO, Days Inn
"Thank you for providing the opening presentation to our kick-off of Digital Imaging University, here at Colorado Digital Imaging division. Our division efforts to bring the customer alive to our employees is a key deliverable over the next year, and your presentation hit the mark for bringing the importance of customer loyalty to life for the team……We received multiple comments regarding your energy, approach and insight as key to the learning experience."
- Jodi Schilling | Customer Satisfaction Manager, Hewlett Packard
"You did a great job speaking to our Residence Inn managers and owners on customer loyalty at their annual meeting in San Antonio. I enjoyed your remarks very much. Thanks for your great remarks and thanks, too, for taking time to get to know Residence Inn before your presentation. That time you spent was very impressive to all of us."
- William Re. Tiefel | President, Marriott Hotels
