International Journal of Marketing Practices

Volume 3, Number 2 (2016) pp 47-67 doi 10.20448/806.3.2.47.67 | Research Articles

 

Creating an Organizational Culture of Delightful Customer Intimacy at Publix Super Markets, Inc

Bahaudin G. Mujtaba 1William C. Johnson 2
1 1Nova Southeastern University H. Wayne Huizenga College of Business and Entrepreneurship 3301 College Avenue Fort Lauderdale, FL. 33314-7796
2 Nova Southeastern University 2801 Chancellorsville Dr, APT 812Tallahassee, FL 32312

Abstract

Publix Super Markets, Inc. is a Florida-based grocery chain which has around 190,000 employees going into the 2017 fiscal year. Furthermore, Publix serves over one million customers every day in the United States, and there are no immediate international expansion plans at this time. Publix, named after a chain of motion picture theaters, is the seventh-largest private company in the U.S. with about $34 billion in sales. It was the first supermarket chain to install electric-eye doors, Muzak, fluorescent lighting, and air conditioning in its stores. Publix was also one of the first companies to have water fountains, self-service shopping, shopping carts, and computerized scanning technology. Since 1997, Publix has been rated as one of the best companies to work for in America as reported by Fortune magazine. At Publix, everything they do revolves around pleasing the customer; this is why they have enjoyed the kind of success they have had over the past eight decades. Publix‘s goal is to make every customer feel personally valued in such a way that they see themselves as one in a million. This profile focuses on the company‘s customer intimacy philosophy and how Publix satisfies and delights its customers daily to help them become the ?premier quality food retailer in the world.? The best practices can serve as a benchmark for firms that are aspiring to become leaders of their industries.
 

Keywords

Supermarkets Customer Intimacy Delightful service Fortune 100.

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