Like many, I have a love-hate relationship with warehouse clubs like Costco, Sam’s Club and BJ’s. I’ve criticized them several times over the years, but it’s worth noting that some of these clubs have been improving. Others not so much. I have some ideas about what these companies are doing right and wrong, and how they can fix things to improve customer relationships, sales and profits. In general, wholesale clubs are all very similar, once you get inside — but for many, the front door is a problem. That’s where customers are ticked off coming and going.
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