Customer Satisfaction: The Key to Publix's Success

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Publix depend customer satisfaction and loyalty to conquer a large portion of the market share. ABC.com(2014) conducted a survey pertaining to the “Why,” that brings the consumer to the Publix chain. The survey was published in 2014 at that time Publix at 1,090 stores operating in the United States. Abc.com (2014) The company’s mission statement includes, focusing on customer value, and low tolerance of waste. Publix is dedicated to the dignity, value, and employment security of their Associates. Devoted to the highest standards of stewardship for their stockholders, and are responsible citizens in their community. Publix.com (1999) When you walk into a Publix supermarket the company’s Mission could not be more obvious. There is a person to …show more content…

It reported on the top six reasons as to why Publix customers remain loyal to the brand. First off, the company has been servicing the greater Florida region for 87 years, with great success. Abc.com (2014) The states native population grew up with the Publix brand and tends to gravitate towards it, more so than the competition. Some folks have been shopping at Publix since they were children and have that sentimental connection with the brand, as it evokes memories of loved ones. Some families have frequented the establishment for generations. Secondly, the customers enjoy the level of customer service that is offered by Publix. Abc.com (2014) “The thing Publix does so well as anybody is customer service.” (Jon Springer) Abc.com(2014) Jon is the retail editor for Supermarket News. The customer service aspect of the Publix brand is the main deciding factor that draws the customers in as it builds a lasting relationship with the …show more content…

Happy customers correlate directly to above average returns on investment. The fourth factor to the Publix anomaly, is the focus on existing stores. Publix earned $28.8 billion in 2013, thus making it the seventh largest food retailer in the U.S. and Canada. It is also the largest privately-owned company in the food retail industry. Abc.com (2014) This focus encompasses the company’s operational efficiency. By positioning the company’s stores in a smaller target area, the company has prodigious returns by keeping the location sites fresh, which allows the company to focus on innovative new ideas that help the brand to evolve and grow. The fifth reason behind the Publix success story is possibly the most important reason of all. Abc.com (2014) Fortune Magazine chose Publix to be in their top 100 companies to work for in the U.S. form 1998-2014. Abc.com (2014) This creates a strong bond between the employee that has no animosity for their superiors and co-workers. “One bad apple can spoil the entire bunch,” my grandmother would always say. She is completely correct in her assumption. We have all experienced said bad apples at one point in our careers, yet we can’t be spoiled by them. The sixth and final reason the customer enjoys the Publix experience is the cooking school. Publix Apron’s Cooking School offers private and group sessions ranging in price from $35-$300 for on session or a series of classes.

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