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Featured Columnist |
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Jill Griffin
Jill Griffin is author of the internationally-published business best seller, Customer Loyalty: How to Earn It,
How to Keep It, a Harvard Business School "Working Knowledge" recommended book. She is co-author of Customer Winback: How To Recapture
Lost Customers and Keep Them Loyal, named one the "30 Best Business Books of 2002" by Soundview Executive Book Summaries. Jill sits
on the Board of Directors for PsBill Corporation, a New York Stock Exchange company with 132 retail and restaurant merchant locations and 7400 employees
across the southwest. |
| Since 1988, Jill has served as president of Griffin Group, a customer loyalty consulting firm headquartered in
Austin Texas. Clients served include Dell, Ford Motor Company, Wells Fargo, Microsoft, Hewlett Packard, Marriott, Days Inn, Western
Union, and Scotland's Department of Tourism. Jill is a regular lecturer and former faculty member at the University of Texas McCombs
of Business where her two books have been adopted as textbooks for the MBA and undergraduate courses on customer management. She is a
Magna Cum Laude graduate of the University of South Carolina Moore School of Business from which she earned Bachelor of Science and
MBA degrees. In 2003, Jill received the Moore School's Distinguished Alumna award. |
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Q: I own a deli near where the Ottawa Senators played hockey. Business was already bad,
but I figured I would be able to recoup some of my losses when the NHL season finally started. Now that they are shut down until
next year, I am at a loss. I don't want to close my doors, but I may have no choice. |
A. I would rather not take sides in the hockey dispute, but I can say that I don't know of any
business that can remain viable when 75% of all revenues go to labor costs, as they apparently did in the NHL. |
Click Here for full article. |
Q: I am a consultant. I do not have a lot of money to spend on building my business and was wondering
whether you might have any ideas on the best use of my time and money in this regard. Thank you. |
A. Indeed I do, but it first depends upon what type of consultant you are. Essentially, there are
five types of consultants. |
Ken Yancey is CEO of SCORE, the Service Corps of Retired Executives, one of the the country's best kept secrets.
This 10,000-member volunteer organization is dedicated to advising, training, and mentoring small businesses nationwide. Yancey
recently sat down with Steve Strauss to talk about what Yancey calls this "national treasure". Here is an edited transcript
of that interview: |
Click Here for full article. |
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