WRITING / FROM THE WORK
Ideas earned under operating conditions.
Writing is where recurring patterns become explicit claims—without pretending the framework existed before the work.
ALL WRITING
The complete public record.
RELATIONSHIP OS / ARTICLE 02
HBR Mapped the Loyalty Blind Spot in 1995. Most Banks Still Can’t See It.
A two-signal framework reveals four relationship states hiding inside every average satisfaction score.
RELATIONSHIP OS / ARTICLE 01
The Man Who Invented NPS Just Told Us to Stop Trusting It
For decades, loyalty research has distinguished between what customers say and what they do. Banking still too often treats one as evidence of the other.
BODY OF WORK
RelationshipOperating System
A growing body of work on making the path from evidence to action inspectable.
Operating System→