Don’t Get Distracted By Shareholders

I’ve learned a lot from Jack Welch, especially during my tenure at GE when I first heard him say: “Deal with the world as it is, not how you’d like it to be.” Once again he’s said something that every executive should hear:

On the face of it, shareholder value is the dumbest idea in the world. Shareholder value is a result, not a strategy… Your main constituencies are your employees, your customers and your products.

Welch’s words are consistent with one of my key themes: “Don’t let profits replace purpose.” This misplaced focus on shareholder value is one of the main reasons for my new mini-book: The 6 New Management Imperatives: Leadership Skills For A Radically Changed Business Environment

The bottom line: Make shareholders happy by ignoring them

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

6 thoughts on “Don’t Get Distracted By Shareholders”

  1. Hi Bruce,

    I really appreciate your comments and just want to give you a backlink.

    I will be reading your blog regularly as I develop the concept of Customer Excellence.


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