“Without doubt, there are lots of ways to measure the pulse of a business. But if you have employee engagement, customer satisfaction, and cash flow right, you can be sure your company is healthy and on the way to winning.” IfsWayWinningCompanyDoubtHealthyFlowSatisfactionCustomersEmployeeEngagementCashPulseEmployee EngagementCustomer SatisfactionCash Flow Author:Jack Welch
“No one is doing something in your business - getting a sale, having a key customer, working on an R&D project - doing anything that's more important than something you say is going to change the company.” ImportantCompanyKeysProjectsCustomers Author:Jack Welch
“Shareholder value is the result of you doing a great job, watching your share price go up, your shareholders win, and dividends increasing. What happens when you have increasing shareholder value? You're delivering better employees to their communities and they can give back. Communities are winning because employees are involved in mentoring and all these other things. Customers are winning because you're providing them new products.” GivingHappensJobsValuesWinningCommunityResultsShareProductsInvolvedCustomersEmployeeProvidingGiving BackDeliveringMentoringGreat JobDividendsShareholdersNew ProductsShareholder ValueShare Price Author:Jack Welch
“Six Sigma is a quality program that, when all is said and done, improves your customers' experience, lowers your costs, and builds better leaders.” SaidDoneQualityLeaderCostSixProgramCustomersSaid And DoneCustomer Experience Author:Jack Welch
“What Sam Walton did was to go into one of the most mature industries of all and find a way to make it grow, grow, grow, double-digit, month after month, year after year. He did it by innovation, customer focus, and above all, speed.” WayYearsGrowsFocusMonthsIndustryInnovationCustomersSpeedMature Author:Jack Welch
“What's important at the grocery store is just as important in engines or medical systems. If the customer isn't satisfied, if the stuff is getting stale, if the shelf isn't right, or if the offerings aren't right, it's the same thing. You manage it like a small organization. You don't get hung up on zeros.” IfsImportantStuffOrganizationEducationalCustomersStoresMedicalSatisfiedManageEnginesOfferingHungShelvesGroceriesWhat's ImportantStaleGrocery Stores Author:Jack Welch
“There are only three measurements that tell you nearly everything you need to know about your organization's overall performance: employee engagement, customer satisfaction, and cash flow...It goes without saying that no company, small or large, can win over the long run without energized employees who believe in the mission and understand how to achieve it.” KnowsNeedsBelieveLongRunningThreeWinningCompanyAchieveFlowPerformancesOrganizationSatisfactionAppreciationMissionsCustomersEngagedEmployeeEngagementCashLong RunsMeasurementEmployee EngagementCustomer SatisfactionCash FlowGreat PerformanceEmployee InspirationalMotivate EmployeesEmployee RecognitionGreat Employee Author:Jack Welch
“No one can guarantee you a job other than satisfied customers. That's the only thing that works. Nothing creates work other than products and services you provide that create satisfied customers.” JobsChallengesInspireProductsCustomersSatisfiedGuaranteesProvokingSatisfied Customers Author:Jack Welch
“Too often we measure everything and understand nothing. The three most important things you need to measure in a business are customer satisfaction, employee satisfaction, and cash flow. If you’re growing customer satisfaction, your global market share is sure to grow, too. Employee satisfaction gets you productivity, quality, pride, and creativity. And cash flow is the pulse—the key vital sign of a company.” IfsNeedsImportantThreeGrowsQualityCompanyCreativityGrowingSharePrideKeysFlowImportant ThingsSatisfactionCustomersProductivityEmployeeCashPulseCustomer SatisfactionCash FlowVital Signs Author:Jack Welch
“There are only two sources of competitive advantage: the ability to learn more about our customers faster than the competition and the ability to turn that learning into action faster than the competition.” TwoActionTurnsAbilitySourceAdvantageCompetitionCustomersFasterCompetitive Advantage Author:Jack Welch
“Shareholder value is a result, not a strategy . . . Your main constituencies are your employees, your customers and your products.” ValuesResultsProductsStrategyCustomersEmployeeShareholdersShareholder Value Author:Jack Welch
“Hierarchy is an organization with its face toward the CEO and its ass toward the customer.” FacesOrganizationCustomersAssCeoHierarchy Author:Jack Welch
“Companies don't give job security. Only satisfied customers do.” GivingJobsCompanySecurityCustomersSatisfiedSatisfied Customers Author:Jack Welch
“Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're so shocked that they tell strangers on the street how good you are.” ChallengesBreakStreetsIndustryStrangerCustomersSatisfiedShockedParadigmCustomer Success Author:Jack Welch
“If I had to run a company on three measures, those measures would be customer satisfaction, employee satisfaction and cash flow.” IfsWould BeRunningThreeCompanyFlowSatisfactionCustomersEmployeeCashCustomer SatisfactionCash Flow Author:Jack Welch
