What does Warren Buffett know about customer experience that we don’t?
Within moments of the recent announcement that Berkshire Hathaway, Amazon and JP Morgan Chase would team up to form an independent health care company for their employees, predictions around their likelihood for success were rampant. Central to the debate was one key question: would the fact that none of the partners have significant experience in the provider industry be a roadblock or an enabler to thinking differently about how health care should be delivered? Quickly, many focused on Amazon’s expertise and power in logistics, technology and online retailing. But perhaps Berkshire Hathaway is just as intriguing to study. The massively successful conglomerate has broad ownership of successful companies across diverse industries, ranging from manufacturing and transportation to retailing and insurance. Maybe looking at the common
