The Customer IS the Asset

Issue #22 November 5th, 2019

Good afternoon! When you look at the fundamentals today across your investment portfolio I suggest you begin to prioritize divestments or which investments you double-down on with a clear analysis around how central the “customer” is to every decision made operationally. This is no simple task since the last 50 years or more have been scaled around “product-centric” business models and push/pull distribution. However, the only remaining battleground that can’t be easily commoditized in the market today is the customer experience and to make this buzz word an operational reality/metric you can use the detailed set of assessment tools and framework below.

The Investor/C-Suite’s Cheat Sheet:

The steps in any successful journey begin with getting clear on where you are starting from, knowing where you want to go, getting clear on what you need to do to prepare for the trip, identifying your options for getting there, and acquiring a reliable map/framework to plan and execute.

As you attempt…