Draws on the author’s own experiences as managing director of the Irish supermarket chain, Superquinn, highlighting the “boomerang” principle of bringing the customer back. Presents three main tasks for creating a customer‐driven organization: getting every team member working to meet customer needs; developing a marketing department superior in size and performance to that of competitors; and rewarding customer loyalty. Discusses how each of these can be achieved successfully, leading to a growing business and increased profitability.
Quinn, F. (1996), "Becoming a customer‐driven organization: three key questions", Managing Service Quality: An International Journal, Vol. 6 No. 6, pp. 6-11. https://doi.org/10.1108/09604529610149167Download as .RIS
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