Here's a good quote from yesterday's BusinessWeek.com: "Call it a customer service Christmas. Consumers are expected to rein in spending this year, and the retail climate favors big-box stores that can offer bargains. But because small retailers can't win price wars, experts say independents need to leverage their biggest advantage over the chains: personal relationships with customers and the ability to deliver superior service. With some economists predicting one of the weakest Decembers since 1991, retailers that falter could face a cold winter." For the entire story, click here. Also refer back to previous posts on differentiation strategies (click on the differentiation link on the right-hand side of this page). Thanks for the link, Stan!