Consumers want results—not sympathy. by Matthew Dixon, Lara Ponomareff, Scott Turner and Rick DeLisi Think about the last time you flew. When you checked in, did you use a self-service option—like the ...

If you were to ask your colleagues, “Who was Paul Revere?” most would probably know the answer. He was, after all, immortalized in the Longfellow poem that begins, “Listen, my children, and you shall ...