CHICustomer Hostility Index

CHI Editorial

Articles

Stories about how companies changed the relationship with their customers.

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CHI Article

Delta Improved the Airplane. It Also Atomized the Ticket.

See the pattern matrix, the evidence for and against hostility, and what CHI refused to count.

Read on CHI → CHI Article

You Chose the Concert. You Didn’t Necessarily Choose Ticketmaster.

See the full dimension scorecard, supported patterns, and what CHI refused to count.

Read on CHI → A viewer sits in front of a Netflix screen showing a cancelled show and a row of other cancelled titles, remote in hand and jacket bundled up as if about to give up and leave. LinkedIn

Why Aren't Netflix Viewers Returning for Season Two? The Answer Has Been Ten Years in the Making.

Read on LinkedIn ↗ Side-by-side comparison of Delta's original Business Class seat versus the stripped-down Basic Business seat, labeled Business Class Then and Basic Business Now. LinkedIn

Delta's New Business Fare Raises One Question Nobody Is Asking

Read on LinkedIn ↗ A graveyard scene with a headstone for Cable TV 1972-2014 beside a freshly opened Cable TV 2026 grave, with streaming service logos on hooded figures walking out of the fog. LinkedIn

Streaming Has Become Cable. When Did That Happen?

Read on LinkedIn ↗