Nordstrom's is a billion-dollar retailer that has built an unparalleled reputation for customer service. Their philosophy has long focused on empowering the managers and sales force to make decisions that favor the customer, not the company. This long-term and often costly customer-focus has reaped giant benefits. Not only has Nordstrom emerged as a luxury brand known for quality, trust, and service, but its customers remain loyal even in hard times. The chain is constantly looking for new ways to help deepen and develop its customer-salesperson relationship. But a particular challenge is the trend toward more and more sales shifting to the internet. In light of this, how can Nordstrom continue to provide exceptional customer service and increase brand loyalty? In the absence of a physical store-visit, how do they build on this all-important point- ofdifferentiation