LOSING ITS LUSTER

DESPITE EXQUISITE SERVICE, NORDSTROM HAS SUFFERED A PROFIT SLUMP. CAN THE TONY RETAILING CHAIN GET THE MAGIC BACK?

It is a truth universally acknowledged that Nordstrom stores have wrapped up the title for top-of-the-line customer service. They will take back returns with a smile, hail you a cab and send out a salesclerk and tailor with armloads of clothes if you're too busy to go shopping. If it's footwear you're after, Nordstrom's vast shoe sections boast up to 150,000 pairs from sizes 4 to 21. "I really like Nordstrom," says Kelly Chandler, 28, a marketing specialist at a Seattle radio station who has shopped at the fashion retailer's flagship store since she was a teenager. "They are always willing...

Want the full story?

Subscribe Now

Subscribe
Subscribe

Learn more about the benefits of being a TIME subscriber

If you are already a subscriber sign up — registration is free!