Intro

On today’s episode, Kyle Grieve discusses a thought-provoking framework that redefines competitive advantage through the lens of customer loyalty. Kyle breaks down the five types of customer loyalty moats, introduces the Moat Strength Index (MSI), and explains how investors can use this approach to measure, monitor, and deepen their conviction in high-quality businesses.

IN THIS EPISODE YOU’LL LEARN:

00:00 - Intro

03:45 – Why scale effects are ineffective against disruption via innovation

06:22 – Why having high customer loyalty is so powerful as an advantage vs competitors

10:01 – The five customer loyalty moats you must know

17:15 – Why ecosystem moats are so hard to build, but generate significant customer loyalty

18:53 – How platform moats generate powerful customer loyalty between multiple parties

20:08 – How can we objectively measure a company's moat using customer loyalty advantages

23:09 – The nine failures in using retention-like KPI’s

25:31 – The three barriers that create customer loyalty

26:57 – Why the moat score index is such a handy tool for measuring moat

47:17 – How customer loyalty moats can be disrupted

And so much more!

Disclaimer: Slight discrepancies in the timestamps may occur due to podcast platform differences.

BOOKS AND RESOURCES

• Join Clay and a select group of passionate value investors for a retreat in Big Sky, Montana. Learn more ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.
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