Customers Like Shopping at Costco In-Store and Online: Here’s Why With Insights from the Grocerant Guru®

 

Costco Wholesale has long been a favorite among consumers seeking quality products at competitive prices. Over the years, the company has adeptly evolved, blending its renowned in-store experience with a burgeoning online presence. This strategic evolution has attracted new customers and fostered loyalty among existing members. However, as Costco expands, some critics claim it may be too large to remain agile and customer-focused. Steven Johnson, the Grocerant Guru® at Tacoma, WA-based Foodservice Solutions®, disagrees.

"The key to Costco’s ongoing success is its ability to adapt while staying true to its core principles—value, convenience, and customer trust. Rather than being ‘too large,’ Costco has mastered the art of simplifying complexity for customers, making shopping effortless and rewarding," says Johnson.

Let's explore seven historical reasons behind consumers' migration to Costco and five strategies the company employs to retain them, along with insights from the Grocerant Guru® on why bigger does not mean bloated for Costco.

 

Seven Reasons Consumers Have Migrated to Costco:

1. Value-Oriented Membership Model:

Costco’s annual membership structure provides an exclusive club-like shopping experience where customers feel they are getting premium deals. This model encourages loyalty and repeat visits, making shopping feel more like an investment than an expense.

💡 Grocerant Guru® Insight: “A membership-based model fosters built-in loyalty and recurring revenue, enabling Costco to reinvest in pricing, quality, and new service enhancements without losing focus on the consumer.”

2. Private Label Excellence:

The Kirkland Signature brand has disrupted traditional grocery store brand hierarchies. It offers premium products at lower costs than national brands while maintaining high quality, keeping Costco’s value perception strong.

💡 Grocerant Guru® Insight: “Private label success isn’t about price alone—it’s about trust. Kirkland Signature products deliver on the quality promise, making consumers feel like insiders to an exclusive deal.”

3. Diverse Product Selection:

Costco is no longer just about bulk groceries. Its product mix includes apparel, electronics, home goods, and even travel services. This wide variety enhances convenience, allowing customers to consolidate shopping trips.

💡 Grocerant Guru® Insight: “Shoppers love bundled value. Costco’s ability to cross-sell essentials, treats, and big-ticket items under one roof maximizes shopping efficiency.”

4. In-Store Experience:

Costco’s treasure-hunt merchandising strategy keeps customers engaged. Limited-time offers and ever-changing inventory create a sense of urgency and excitement, encouraging repeat visits.

💡 Grocerant Guru® Insight: “Scarcity marketing drives action. Costco’s rotating inventory ensures customers discover something new on each trip, reinforcing visit frequency.”

5. Competitive Pricing Strategy:

By leveraging economies of scale, Costco keeps its pricing competitive. The company also limits advertising expenses, relying on word-of-mouth and brand trust instead.

💡 Grocerant Guru® Insight: “Costco’s low-price perception isn’t a gimmick—it’s an earned reputation that customers rely on. Even if consumers shop elsewhere, they often return to Costco for bulk essentials.”

6. Quality Customer Service & Return Policies:

Costco’s generous return policies and exceptional customer service reinforce consumer trust. Shoppers know they can return items hassle-free, making purchases feel risk-free.

💡 Grocerant Guru® Insight: “Customer confidence is Costco’s invisible currency. Hassle-free returns translate to higher spending per visit because shoppers feel secure in their purchases.”

7. Adapting to Consumer Trends:

Costco’s product mix now includes organic, plant-based, and health-conscious options, aligning with shifting dietary preferences.

💡 Grocerant Guru® Insight: “Costco doesn’t just follow food trends; it scales them. The grocerant niche—ready-to-eat and heat-and-eat meals—will continue to be a growth driver.”

 

Five Strategies Costco Uses to Retain Consumers:

1. Enhanced E-Commerce & Same-Day Delivery:

Costco has rapidly expanded its online presence, with double-digit e-commerce sales growth in 2025. Same-day delivery partnerships and streamlined curbside pickup services keep online customers engaged.

💡 Grocerant Guru® Insight: “Costco proves that bulk shopping and convenience can coexist. The company has nailed digital integration without compromising its in-store experience.”

2. Investment in Technology & AI:

Costco’s AI-driven inventory management ensures high-demand items remain stocked, while self-checkout expansion and mobile ordering reduce wait times.

💡 Grocerant Guru® Insight: “Automation isn’t replacing Costco’s customer-first approach—it’s enhancing it. Smart tech minimizes friction, allowing members to shop efficiently.”

3. Strategic Expansion & Store Formats:

Instead of simply adding more warehouse clubs, Costco is expanding into urban micro-store formats and international markets to reach new demographics.

💡 Grocerant Guru® Insight: “Right-sizing expansion is key. Costco isn’t just getting bigger—it’s getting smarter in how it enters new markets and adjusts store formats.”

4. Customer Feedback & Personalization:

Costco listens to members, using data to fine-tune product selection and personalize marketing. Members get targeted discounts based on purchase history.

💡 Grocerant Guru® Insight: “Costco’s ‘personalized value’ approach keeps customers engaged. Even in a warehouse model, members feel like offers are tailored to them.”

5. Consistent Member Benefits & Services:

Beyond groceries, Costco’s gas stations, travel services, and financial products add everyday value to membership, incentivizing renewal.

💡 Grocerant Guru® Insight: “Costco’s ecosystem is more than shopping—it’s lifestyle integration. The more a customer relies on Costco beyond groceries, the harder it is to leave.”

 

Final Thoughts: Costco is Big, But It’s Not Bloated

Is Costco too large? The data and consumer sentiment say no. Unlike bloated retailers that struggle with inefficiencies, Costco maintains its agility by prioritizing value, streamlining operations, and adapting to new consumer behaviors.

"Costco’s size is its strength, not a liability. It scales value, simplifies shopping, and keeps customers engaged across touchpoints—online and in-store. That’s why Costco isn’t just surviving; it’s thriving,” concludes Johnson, the Grocerant Guru®.

Costco’s secret sauce isn’t just bulk buying—it’s an ecosystem of convenience, quality, and price integrity that continues to resonate with modern consumers.

So, whether you shop in-store or online, Costco isn’t just big—it’s built for long-term customer satisfaction.

 

Elevate Your Brand with Expert Insights

For corporate presentations, regional chain strategies, educational forums, or keynote speaking, Steven Johnson, the Grocerant Guru®, delivers actionable insights that fuel success.

With deep experience in restaurant operations, brand positioning, and strategic consulting, Steven provides valuable takeaways that inspire and drive results.

💡 Visit GrocerantGuru.com or FoodserviceSolutions.US
📞 Call 1-253-759-7869