April 6, 2009

News & Opinion: Taming The Search and Switch Customer Interview with Jill Griffin

By: Dylan Schleicher @ 3:44 PM – Filed under: Management & Workplace Culture

In this interview, I talk with Jill Griffin, author of Taming The Search and Switch Customer: Earning Loyalty in a Compulsion-to-Compare World.
Jill spends her time advising clients on ways to improve customer loyalty. In the interview, Jill describes customer loyalty as being made up of a combination of attitude and behavior. She also has some interesting things to say about the intersection of perception makers and perception takers in the online world.

About Dylan Schleicher

Dylan Schleicher has been a part of the 800-CEO-READ claque since 2003. Even though he's stayed on at the company, he has not stayed put. After beginning in shipping & receiving, he joined customer service and accounting before moving into his current, highly elliptical orbit of duties overseeing the ChangeThis and In the Books websites, the company's annual review of books and in-house design. He lives with his wife and two children in the Washington Heights neighborhood on Milwaukee's West Side.