“Learning is not compulsory…neither is survival.” — Dr. Edward Deming

CEO Jack Welch put a high premium on learning in his tenure at GE, observing, “An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.” 

Ironically, some of your most strategic learning can be found with the people you least want to engage — your unsatisfied customers. According to Bill Gates, “Your most unhappy customers are your greatest source of learning.” 

The Bottom Line:  Leaders develop learning cultures, addressing the hard issues and then taking action to create greater advantage.