It's tricky being an icon of hospitality–like the Essex House on Central Park (the subject of this article) or Nordstrom, Apple, Disney, et. al. due to the mixed blessing of heightened customer ...

As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints.

An icon in the shape of a lightning bolt. Impact Link. ... Offer customer service so great that people will want to share with others. Kaufman cites the Ritz-Carlton hotel chain.