by Art Petty | Oct 17, 2024 | Personal Reflections, The Management System
For the management of business-to-consumer (B2C) organizations, the retail or service location is, of course, the ultimate proving ground. The experience for the consumer—good or bad, reflects the organization’s management systems from values, commitment to...
by Art Petty | Jun 13, 2017 | Emerging Leaders, Leadership
I love observing highly competent professionals in action. Whether they are preparing breakfast over a sizzling grill, performing surgery, or turning a challenging customer into a raving fan, there’s nothing more inspiring than observing someone who is great at her...
by Art Petty | Jun 1, 2012 | Leadership
The contrast between organizations where employees are engaged, happy to be there and happy to serve and organizations where the employees are going through the motions is clearly and painfully visible to all of us. This latter organization where customers are an...
by Art Petty | May 20, 2012 | Just One Thing, Leadership
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by Art Petty | Sep 28, 2011 | Leadership, Marketing
“Success is the sum of the details.” Harvey S. Firestone I’ve been an unapologetic critic of the money losing and seemingly customer hating airline industry for many years. Anyone who has flown a million miles or more has a good view to the workings of...
