Service is all in retail; Amazon's customer-centric approach has come to rival longtime retail legends like Nordstrom. Amazon's customer service (along with its subsidiary Zappos's) ranked higher than any other retailer's, according to a recent National Retail Federation survey (Nordstrom was No. 9). Amazon Prime, which offers free shipping for a $79 yearly fee, is a hit with customers and a way for Amazon to boost repeat sales across its categories -- a difficult feat for online retailers.
NEXT: Attack competitors head-on
Last updated February 24 2011: 5:40 AM ET