Becoming a customer‐driven organization: three key questions

Abstract

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.

Citation

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/10.1108/09604529610149167