JILL GRIFFIN
 Jill Griffin is an internationally published author,
business consultant and dynamic public speaker. She serves on the Board of Directors for
Luby's Restaurants, a publicly held corporation with 200+ locations across the Southwest.
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 where, as national director of
sales and marketing, she was responsible for launching and expanding the new chain
nationwide.
In 1988, Jill founded the Griffin Group in Austin, Texas specializing in customer loyalty
research, customer relationship program development and management training. Her clients
range from Fortune 100 corporations to fast growth start-ups. Clients include Dell
Computer,Deloitte & Touche, Sprint, Days Inn, Advanced Micro Devices, Raytheon
Aircraft, Marriott, Ford and the U.S. Navy.
Jill is routinely among the highest rated speakers at national and international
conferences. She addresses business and professional audiences on such topics as customer
loyalty, customer service, branding, market trends and performance measurement.
Jill is the author of two groundbreaking customer loyalty books. She is the author of the
business best seller, Customer Loyalty: How to Earn It, How to Keep It now
available in second edition by Jossey Bass/John Wiley. The book is included on Harvard
Business School's "Working Knowledge" list of recommended books. The U.S. Postal
Service chose Customer Loyalty to distribute to 24,000 businesses nationwide. (Jill
celebrated with a margarita on that news!)
She is co-author of Customer Winback: How to Recapture Lost Customers and Keep Them
Loyal deemed one of the 30 Best Business Books of 2002 by Soundview Executive Book
Summaries.
Jill has served on the marketing faculty at the University of Texas McCombs School of
Business. Her two books are the adopted texts for the MBA and undergraduate courses on
customer relationship management offered at UT.
She is recognized as a 2003 Distinguished Alumna of the University of South
Carolina Moore School of Business from which she holds MBA and undergraduate degrees in
Marketing.
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