Costco has been taking proactive steps to protect its members and staff long before COVID-19 shut down most of the country. It may feel like a lifetime ago, but early in March, it had stopped giving out samples, and had begun to increase sanitizing efforts and leaving wipes around for customers at the store (via Las Vegas Review-Journal). Just a little over two weeks after that, in the middle of the month, it scaled back its menu, and closed the dining area to move to takeout only (via Nasdaq).
None of these moves should have surprised us, because Costco has 782 warehouses outside of the United States; some of them are located in countries that have been badly hit by the coronavirus pandemic including China, South Korea, Spain, and France (via Yahoo Finance). Costco's customer experience keeps the chain at the top of American Consumer Satisfaction Index (ASCI), and it has a 90 percent member retention rate. On Forbes, customer relations expert Blake Morgan gave Costco top marks for innovating customer experience in the middle of a pandemic by taking the steps that it did to protect the health of its customers and staff. It also continues to builds customer loyalty by offering high-quality, Kirkland-branded products, and it still continues to focus on quality over quantity with the products that it sells.
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