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Retail Top 100 2012, No. 27: Nordstrom

December 19, 2012

Now in its 110th year, Seattle-based Nordstrom continues to live by its one-sentence doctrine: “Use good judgment in all situations.” The fourth-generation, family-run department store is legendary in the retail industry for its emphasis on customer service above all else. In a 2011 consumer survey forecasting holiday spending, the upscale specialty retailer came out on top among department stores in online shopping, more than doubling its online share from December 2010. Rather than defining store space by brand, Nordstrom groups merchandise into so-called lifestyle sections, making it easier for shoppers to put together outfits, says retail analyst Jennifer Black. As a result, competitors have rushed to copy the Nordstrom model, and brands vie for invitations to win shelf space. Shoe entrepreneur Steve Madden recalls the first time he was asked to a Nordstrom buyers’ meeting. “It was like an invite to the White House,” he said.

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