Company: Costco 

Answer these question concerning regarding Costco 

1.  Have you identified a current failure that the company could work on in Customer Experience?
2. Does your client have any service gaps? Can they be linked to any of the 5 gaps in customer service? How could you collect more information about it? Does this give you any ideas for how to respond to those gaps?
3. Can you use any of the six research practices for gaining customer perception?