How the Empire State Building Observatory became No. 1

Four lessons any sector can adopt to deepen customer connections.

The Empire State Building is nobody’s idea of a hidden gem. The 1,472-foot Art Deco landmark of stone and steel dominates the streetscape and world view of New York City—and all of pop culture. From King Kong’s battle with biplanes to the annual ESB Run-Up to its iconic 86th Floor Observatory, the “World’s Most Famous Building” is both myth and monolith.