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Frances Frei, Professor at Harvard Business School

The Walker Webcast

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Is Costco a Better Customer Service Model?

Costco has a very clear business model of the way that they present their goods and the way that you interact with them. They're trying to present that to all customers, whether you're the richest customer ever walked into Costco or whether you're someone who is cobbling together enough money to go in and buy what you want to buy. So it's more the operational service delivery than it is. It's a smart business model.

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