Infrastructure providers are used to focusing on issues of project selection, funding, and regulation. The most successful firms are learning to provide great consumer experiences too.
“The consumer experience matters. Infrastructure providers therefore need to tap into the disciplines and insights of great consumer-service companies, such as movie studios, retailers, and tech companies. We can also learn from our industry’s direct customers, such as airlines and railroads.
All infrastructure businesses know they have to concentrate on the nuts and bolts, literally, of their operations. But the best firms will go beyond the ABCs and add an “S”—for service, stakeholders, and sustainability. These “S words” will be critical for companies to create competitive advantage and to sustain long-term value.”