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

Praise for Taming the Search-and-Switch Customer

"What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have 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 successful business."?
—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

Taming the Search-and-Switch Customer

Customer loyalty strategies have turned a whole new page. Have you?

Today's customers typically begin their selection process by using Internet search engines, which provide an endless array of choices, as well as the ability to compare everything—price, delivery, product specifications—at the click of a mouse. Businesses unprepared to address this new breed of buyer are losing market share by the minute.

In Taming the Search-and-Switch Customer, customer loyalty expert Jill Griffin addresses this storm of change head-on. She examines the relentless, new selling landscape and offers practical advice for winning customer loyalty.

By taking a close look at why customers are compelled to search for new options and then switch to them, Griffin explains the new rules for building strong brand perception, how to build trust, and perhaps most importantly, how to be (and stay) different in the eyes of your customer. With the customer's Worth-It Test, companies can figure out how their prospects and buyers perceive them and whether they are, in fact, considered more "worth it" than their competitors. With Griffin's "10-Day Starter Plan," companies will be able to quickly get started putting into practice the hundreds of guidelines and examples outlined in the book.

In today's compulsion-to-compare world, does your brand measure up? In side-by-side comparisons with dozens—or even hundreds—of competitors, will your brand prevail? Taming the Search-and-Switch Customer helps ensure that it will.