CHICustomer Hostility Index

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Independent analysis on customer exploitation, corporate behavior, and the modern economy.

A rose-gold wristwatch presented in an open case on a lit plinth inside a darkened luxury retail interior. Luxury

Rolex, Patek Philippe, Audemars Piguet, Ferrari, Lamborghini & HermèsScarcity Isn’t the Problem. What Luxury Brands Do With It Is.

All six have genuine scarcity. CHI accepts it. The question is what each company does with the power it creates. Read article

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A dense city skyline at dusk, towers silhouetted against a low sun.

Delta Air Lines

Delta improved the airplane. It also atomized the ticket. CHI ArticleAirlines An abstract blue circuit tracery glowing against a dark field.

Ticketmaster

You chose the concert. You didn’t necessarily choose Ticketmaster. CHI ArticleTicketing A small dark spherical speaker resting on a warm-lit surface.

Netflix

Why aren’t Netflix viewers returning for season two? The answer has been ten years in the making. Published on LinkedInStreaming A dark premium coupe photographed at night in low blue light.

Delta Air Lines

Delta’s new business fare raises one question nobody is asking. Published on LinkedInAirlines

Company Comparisons

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Every published CHI article, comparison and investigation

  1. CHI Company ComparisonFerrari, Tesla & Rolls-RoyceThree different ways to control the customer: before the sale, after it, and inside production.
  2. Italian vs. BritishItalian Supercars vs. British Bespoke LuxuryFerrari, Lamborghini, Rolls-Royce and Bentley sell access in four different currencies. Only one is simply money.
  3. CHI Company ComparisonDelta, Emirates, Singapore Airlines & UnitedEvery airline improved the airplane. The argument is about the ticket.
  4. CHI Company ComparisonTinder, Bumble, Hinge, Raya & LuxyWhich app is designed to lose its best customer?
  5. CHI ArticleScarcity Isn’t the Problem. What Luxury Brands Do With It Is.The six-brand essay on scarcity and the power it creates — Rolex, Patek Philippe, Audemars Piguet, Ferrari, Lamborghini & Hermès.
  6. CHI Company ComparisonRolex, Patek Philippe, Audemars Piguet, Ferrari, Lamborghini & Hermès, comparedSix ways to say “not yet”: the six scarcity-administration models set side by side.
  7. CHI Company ComparisonDropbox & ZoomWhen simplicity became a platform — and who was made to carry the new complexity.
  8. CHI ArticleDelta Air LinesDelta improved the airplane. It also atomized the ticket.
  9. CHI ArticleTicketmasterYou chose the concert. You didn’t necessarily choose Ticketmaster.
  10. Published on LinkedInNetflixWhy aren’t Netflix viewers returning for season two? The answer has been ten years in the making.
  11. Published on LinkedInDelta Air LinesDelta’s new business fare raises one question nobody is asking.
  12. CHI Special InvestigationMark Cuban & Cost Plus DrugsThe price-setter test: Cost Plus Drugs was not a one-off — but the pattern stops where Cuban stops controlling the price.
  13. CHI Special InvestigationElon Musk — Tesla, X, Starlink & xAIAsymmetric commitment: what Musk says, what customers sign and who bears the difference.