Every aspect of Costco’s customer-centric approach is intentional and focused on creating a unique shopping experience for customers — even during the coronavirus pandemic. By putting customers first in every choice and innovation, Costco continues to build its loyal customer base and show brands in other industries just what it takes to be totally customer-centric.
As new technology is released, brands are constantly looking for new ways to improve their customer experience. But technology just for technology’s sake isn’t always the best option. To be effective, new technology must be strategic and really meet customers’ needs—while also being transparent. Here are three recent stories that highlight technology advancements for CX, and what that means for customers.
Today the magic in the warehouse is real and it's getting some recognition. Costco is known for the value it provides to the customer, for its innovative business model, its humble servant-leadership and company culture - but we rarely think that Costco could go head to head with Amazon. However it was announced that Costco scored top marks for online shopper customer satisfaction in the recently released American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Report 2018-2019.