Tradition serves as the overarching backdrop for both employees and customers at Publix Super Markets.
Since George W. Jenkins founded Publix in 1930 in Winter Haven, Florida, it has grown from a single store into a Fortune 500 company with about 1,080 stores and is one of the fastest growing employee-owned companies in the United States. Publix operates throughout the Southeast with locations in Florida, Georgia, Alabama, South Carolina, Tennessee, and North Carolina.
Publix is known for its philosophy of pleasing the customer; the Publix guarantee to never knowingly disappoint our customers is legendary in the industry.
Maria Brous, Director of Media & Community Relations at Publix Super Markets, explained to Loyalty360 that tradition is, indeed, an all-encompassing key to success.
“The unique thing about us is next year we’ll be celebrating 85 years and, for us, we haven’t really changed much in our culture and in our values from 1930 to today,” Brous said. “And that continues our brand loyalty and customer engagement. At the forefront of everything we do is our customers and our associates. That approach is very refreshing and we definitely believe in that.”
Brous said that Publix takes a holistic approach toward customer engagement.
“We don’t have a loyalty program,” she said. “All customers get the best deal. There is no loyalty price. We’re always looking to provide the best value to our customers and provide a favorite recipe program, favorite meals, and a health and wellness initiative. We’re always looking to engage and that culminates with our in-store experience.”
Brous stressed the company’s servant mentality. The average tenure of a store manager at Publix is nearly 26 years.
“There is a lot of longevity in our company,” she said. “We get customer service and understand what that customer means to us. That is truly unique to us and it’s something we embrace and share with our associates during the onboarding process. Associates usually know within 90 days if they will make a career out of Publix. We’re truly unique because we’re all about the servant’s mentality. We have to have that servant’s mentality and passion to serve. The way we treat our customers and the way we value their relationships are so important to us. It really is about treating customers like royalty. Treat the customers like kings and queens. While it sounds a little bit hokey, that’s why we haven’t had to change course.”
For Publix, its associates are “the secret sauce,” Brous said.
“With changing generations, from Millennials and beyond, we’re remaining true to our culture by adapting to today’s environment,” she explained. “Within our space, we always challenge our suppliers to be innovative with the product. We’re always challenging suppliers to bring products and services that are unique to market. It’s truly a team effort. It’s about understanding our customers, being customer friendly, and being focused. It’s the small things that reinforce that we’re a community grocer and we really know our customers.”