Abstract

This case discusses the customer service at Publix Super Market, Inc (Publix), a US based supermarket chain. Customer service and loyalty were the major aspects of Publix service culture. The supermarket chain was known for delivering excellent customer service. It gave importance to its customers and strived for complete customer satisfaction. Publix provided value for customers by offering a wide range of quality items at competitive prices, organized shopping environment and friendly associates. The chain’s philosophy was to please customers and never knowingly disappointed them. Publix employees worked as a team and were ready to help customers regardless of their position in the company. The case outlines the customer-centric philosophies of Publix and discusses the various customer service initiatives undertaken by Publix. From pharmacies to ATM networks to gift cards, Publix continuously offered customers various value-added services to make their life easier. The case concludes by discussing that with increasing competition Publix need to improve upon its customer service and retain customers.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand the importance of customer service, particularly for supermarket chains.
• Understand various concepts in customer service and customer relationship management.
• Study the customer centric philosophies of Publix and how these have contributed to the success of Publix.
• Explore strategies that Publix can adopt in future to attract more customers.

Keywords

Customer Service, Customer Relationship Management , Customer Satisfaction , Publix Super Market , Customer Service Leader, Customer Experience , American Customer Satisfaction Index, Publix Essentials, Apron's Simple Meals, Customer-centric