you've given yourself a powerful advantage in your understanding of customer service. Read next BI Tech Memo Where Big Tech secrets go public — unfiltered in your inbox weekly. Sign up An icon ...

Discusses which retailers and industries are affected most by customer service experiences. Read next BI Tech Memo An icon in the shape of an angle pointing down.

But in the world of business, being an icon is tricky. It’s great for marketing, but it carries the mixed blessing of heightened customer expectations, whether you’re Apple, Disney ...

And I know it didn’t get to this position by delivering poor customer service. According to spa director, Vanessa Carter, getting to the pinnacle of the hospitality industry was no accident.