Crowning the Customer : How to Become Customer-Driven - Softcover

Feargal Quinn

Softcover

ISBN 10: 0862787637 ISBN 13: 9780862787639

Publisher: Gill & Macmillan, 2002

Synopsis

Customer service is the new competitive business battleground. This book, by an internationally acclaimed entrepreneur, is a hands-on guide for people who run businesses or work in them, written in simple jargon-free style. Feargal Quinn explains: The 'Boomerang Principle' (bringing the customer back); How to get the feel of the market place; How to listen effectively to the customer; Customer panels; Why you should increase the number of complaints; How to introduce fun and surprise into business. An essential handbook for managers, company directors, employees and students.

About this title

About the Author:

Feargal Quinn is a Senator in Ireland and also the CEO of Superquinn, a supermarket chain that is widely regarded as one of the best in the world. This year Feargal Quinn's supermarket chain was honored as Supermarketer of the Year at Supermarket College, the top marketing event for the supermarket industry. Feargal Quinn has also served as head of the Irish Post Office.

Review:

This is an engrossing and informative book. This book has sold 50,000 copies here and has been translated into half a dozen languages, which is a testament to its readability and the universal importance of good customer care -- Irish Independent The book, has a laser-like focus on customers, makes its points clearly, and then stops. Highly recommended -- Irish Independent The housewives' favourite appears to be one of those rare authors; somebody who has made a pile of money and now wants to help the country and people in business by showing them how to do the same. Shaw's old adage that those who can do and those who can't teach does not apply here ... The desire to serve sets Quinn apart from many other business people and the theme is well explored. -- Irish Independent Everyone in business should read Crowning the Customer -- Today FM Instinctively and obsessively, Feargal Quinn looks at business the way his customers do: noting the apparently tiny things and drawing from them huge conclusions. No theory is advanced without practical, entirely convincing, examples. And not a single instance of management-speak. The very best businessmen will be the first to welcome this splendid book. -- Sir Martin Sorrell, CEO, WPP Listen to customers. Lots of people say this now, but Feargal said it first. He created a wonderful supermarket built around the shopping experience and which became a model for retailers around the world. The book explains how it was done in a simple, clear way. It's a unique story from a unique person. -- Sir Terry Leahy, Chief Executive, Tesco Customer service is simple, focused and about engaging your people first. Feargal's book shows you just how to do this. -- Allen Leighton, Chairman, Royal Mail

About this edition

• Publisher: Gill & Macmillan
• Publication date: 2002
• ISBN 10: 0862787637
• ISBN 13: 9780862787639
• Binding: Paperback
• Edition number: 2
• Number of pages: 160