Issue No. 6 · October 6, 2026 · Home Depot
Two Customers, One Number
A composite score that barely moved, 65 to 63, holds two customer relationships pulling in opposite directions. Why one blended number is the wrong instrument for a brand serving a professional buyer and a weekend homeowner at the same counter.
Issue No. 5 · September 1, 2026 · The Subscription Economy
The Great Subscription Audit
Regulators, customers, and competitors are all pulling away the friction that held subscription retention in place. Why a strong retention number can hide a weak relationship, and what happens when leaving becomes easy.
Issue No. 3 · July 7, 2026 · Netflix
The Empowerment Gap: Why High NPS Brands Still Lose Customers
A high satisfaction score is not the same as a durable relationship. Why a password-sharing decision revealed that subscriber loyalty was content-dependent, not relationship-deep.
Issue No. 2 · June 2, 2026 · Starbucks
What Starbucks Lost When It Stopped Being a Third Place
Nine individually defensible decisions, one collectively indefensible structural outcome. The diagnostic scored the damage twenty-four months before the stock market did.
Issue No. 1 · May 5, 2026 · Patagonia and Peloton
The Question Most Brands Cannot Answer
Why some brands build customer relationships that compound while others build relationships that reset, and how the difference is measurable before the financial statements show it.