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 ...

“This is St. Peter’s fish, the fish Jesus fed the multitudes,” he says, his raspy voice resonating like a preacher’s. Unlike Jesus, however, Martin does not give his fish away. Each day he sells ...