Yes, Costco's CEO really does respond to members' emails — I tried it

Costco's new CEO Ron Vachris

Costco

• Costco customers sometimes go viral for sharing personal email replies from CEO Ron Vachris.
• Many of the notes I've seen that got a response had feedback about the member experience.
• "I do read my email and respond to the majority," Vachris told me.

Costco's culture of attention to detail is one of the wholesale club's keys to success.

That extends to the very top, with CEO Ron Vachris taking time out of his day to...