Embedded Files
How does Costco currently implement CRM?
This page documents various current events regarding Costco Wholesale's CRM business methods. These current implementations and uses of CRM data has resulted in various outcomes for Costco. By analyzing current customer feedback to determine future customer needs and wants, implementing new digital technologies within the company's app, and enforcing recent restrictions on the company's products, Costco can be acknowledged as a business who is strong because of their recent CRM implementations.
Customer Feedback
Customer Feedback
Through customer feedback boxes located at every Costco location, Costco acknowledges customer feedback through CRM methods. A recent concern of most customers has currently been linked to their foodcourts. Customers have been yearning for new food items, and Costco granted consumers with a brand new giant cookie in January, 2024. Customers also have been asking for the return of the combo pizza, however Costco has not yet answered this demand in the United States yet.
Digital Membership Cards
Digital Membership Cards
Costco is currently making an effort to adapt to the modern day usage of technology by eliminating their iconic membership cards and using digital cards through their app in an effort to boost customer convenience levels. Costco receives current data from those who use their app, and members can conveniently use their digital card at any warehouse, foodcourt, and gas station in no time by easily creating a Costco Online account and downloading their app all while receiving the same benefits as a physical card. Sam's Club, a primary competitor, is known to have higher performance ratings on their app due to a uniquely innovative feature called, "Scan & Go", which Costco has not currently implimented yet.
Return Policy
Return Policy
According to Costco's return policy, the company will accept returns regardless of the purchase data, and even without a receipt (with a few exceptions). Although the policy has generated more sales, it has also imposed as a great draw back when customer service representatives do not adhere to the company's policy and misinform customers. Some customers have recently been known to take advantage of the lenient policy, and return used items that are years old and simply need an upgrade. Costco recently had a notable response to a severe case and had to put a restriction on their cakes due to an individual hogging their cakes for their own business.
SOURCES
Bidgoli, Hossein. “MIS 10th Edition.” Cengage, 2021, www.cengage.com/c/mis-10e-bidgoli/9780357418697/.
Warehouse Feedback | Costco, www.costco.com/WarehouseFeedback.html. Accessed 6 May 2024.
TodayShow. “Costco’s Food Court Replaced Its Churro with a Giant Cookie. Here’s How It Tastes.” TODAY.Com, TODAY, 25 Jan. 2024, www.today.com/food/groceries/costco-double-chocolate-chunk-cookie-food-court-review-rcna135537.
Content, Translated By. “Are You a Costco Customer? Here’s Why Your MEMBERSHIP Could Soon DISAPPEAR.” CE Noticias Financieras, 28 June 2023. ABI/INFORM Collection, Accessed 6 May 2024.
Silverstein, Sam. “Report: Sam’s Club outpaced Costco in 2020 app downloads.” Grocery Dive, 9 Mar. 2021. ABI/INFORM Collection. \
“Welcome to Costco Customer Service.” What Is Costco’s Return Policy?, customerservice.costco.com/app/answers/answer_view/a_id/1191/~/what-is-costco%E2%80%99s-return-policy%3F. Accessed 5 May 2024.
Content, Translated By. “TikTok.They Tell on Costco for Its Absurd Return Policies: ‘Take a Picture of It in the Trash’.” CE Noticias Financieras, 10 Jan. 2023. ABI/INFORM Collection, Accessed 6 May 2024.
Content, Translated By. “Costco Customer Evades Restriction to Buy Cakes in This Manner.” CE Noticias Financieras, 30 Aug. 2023. ABI/INFORM Collection, Accessed 6 May 2024.
Page updated
Report abuse