Crowning the Customer: How to Become Customer-driven

Customer service is simple, focused and about engaging your people first. Feargal's book shows you just how to do this.

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.

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.

Everyone in business should read Crowning the Customer

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.

The book, has a laser-like focus on customers, makes its points clearly, and then stops. Highly recommended

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

This is an engrossing and informative book.