This is one customer service interview I can’t wait to run….

A number of years ago I came across a brilliant book on customer service called Crowning The Customer by a man named Feargal Quinn – Feargal ran a highly successful Superstore type chain in Ireland called SuperQuinn for a number of years and the business was very well known for it’s innovations in relation to customer service and its unique ability to understand its customers and serve accordingly.

On that note, here is a quick quote from my Q&A with Feargal to give you a teaser about how powerful his insight is:

Feargal noted, “The ‘Boomerang Principle’ was the secret to the success of Superquinn. Fundamentally this came from the idea that if a customer comes to the store once it is good news but you really need that customer to keep coming back just like a boomerang!”


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