1. Who are Goodwill's customers and how have their demographics changed over time?
2. How should the introduction of for-profit thrifts affect Goodwill's decisions about the role of customer service?
3. How can Goodwill differentiate itself from the competition?
4. Visit http://shopgoodwill.com/ where Goodwill auctions items of special interest and discuss why this online store has great profit potential.