Jack Welch Quotes

In large companies, the CEO is very distant from operations.

We recognized that for our future, and for the way the customer was now shopping, we had to have one point of view. All roads lead back to the customer.

Organization charts and fancy titles count for next to nothing.

An organization is a set of relationships that are persistent over time.

In the larger companies, you have this tendency to get top-down direction.

The message is that all brilliance emanates from the top; that the worker on the floor of the store or the factory is insignificant.

The problem with naming a No. 2 is you really want to throw all your weight behind the guy who is going to be the leader.

Customer service should not be a department, customer service is everyone's job.

Business, especially big business, is now organized like an army. It is, as some would say, a sort of mild militarism without bloodshed; as I say, a militarism without the military virtues.

organizations like the church or General Motors promote a man up and up until he reaches a spot which he is obviously incapable of filling, and there they lay him to rest.

Zappos is a customer service company that just happens to sell shoes.

All organizations are hierarchical. At each level people serve under those above them. An organization is therefore a structured institution. If it is not structured, it is a mob. Mobs do not get things done, they destroy things.

The primary asset of any business is its organization.

Nobody really likes large-scale organizations; nobody likes to take orders from a superior who takes orders from a superior who takes orders.

Successful organizations have one common central focus: Customers.

The vast majority of people in any organization, even quite high up, have got no idea who the real masters are.

The most customer-centric organizations can answer any question by deciding what's best for the customer, without ever having to ask.

The customer is always right! John Wanamaker must be turning in his grave. If you're a customer today, you're an intruder.

To satisfy the customer is the mission and purpose of every business.

The customer is always right...even when they're wrong.

The service in L.A. is the best. You don't get sarcastic, surly, fed-up waiters and waitresses like you do in England. They're good at their job and they're there for the customer. The only depressing thing is a lot of them have written more screenplays than me.

Corporations are may lesser commonwealths in the bowels of a greater, like worms in the entrails of a natural man.

Stop selling. Start helping.

Put yourself in your customer's place.

Care about your customers more than about yourself, and you'll do well.