Becoming a customer‐driven organization: three key questions

Feargal Quinn (Feargal Quinn’s presentation at Management Centre Europe’s Top Management Forum in London in June 1996. For details of this and other MCE events, please contact MCE in Brussels, Belgium, on Tel: 32 2 543 21 00 or fax: 32 2 543 24 00)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 1996


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.

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Copyright © 1996, MCB UP Limited

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