Yury Nabokov — WritingResearch, measurement, service design and operating structure become more useful when the path from evidence to decision stays inspectable.https://yurynabokov.cx/HBR Mapped the Loyalty Blind Spot in 1995. Most Banks Still Can’t See It.https://yurynabokov.cx/writing/hbr-loyalty-blind-spot-bankinghttps://yurynabokov.cx/writing/hbr-loyalty-blind-spot-bankingA two-signal framework reveals four relationship states hiding inside every average satisfaction score.Wed, 05 Aug 2026 00:00:00 GMTThe Man Who Invented NPS Just Told Us to Stop Trusting Ithttps://yurynabokov.cx/writing/nps-surveys-banks-should-listenhttps://yurynabokov.cx/writing/nps-surveys-banks-should-listenFor decades, loyalty research has distinguished between what customers say and what they do. Banking still too often treats one as evidence of the other.Mon, 03 Aug 2026 00:00:00 GMT