“‘As an icebreaker, we said, “Tell us about the best service experience you’ve ever had.” Of the 18 people, 16 said it was in a hotel. This was unexpected. But of course: The concierge desk at a hotel isn’t selling anything; it’s there to help. ‘We said, “Well, how do we create a store that has the friendliness of a Four Seasons Hotel?”‘ The answer: ‘Let’s put a bar in our stores. But instead of dispensing alcohol, we dispense advice.’” CNN Money on why Apple is America’s best retailer (via Kottke).