Publix: Cultivating Customer Loyalty by Enhancing the Customer Experience

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Publix was founded in 1930 in Winter Haven, FL, by George W. Jenkins and is one of the 10 largest-volume supermarket chains in the country. The brand’s retail sales reached $54.5B in 2022, and Publix is expanding into new markets, with stores opening in Kentucky and enlarging the supermarket’s footprint to eight states.

Employee-owned, the company is both customer- and associate-centric. A commitment to caring for and serving the communities in which stores are located is demonstrated through the brand’s focus on corporate social responsibility (CSR). This year, Publix donated $10M to charities dedicated to alleviating hunger.

Mark Johnson, CEO of Loyalty360, spoke with Maria Brous, Director of Communications at Publix, about the Club Publix customer loyalty program, customizing the shopping experience through personalization, and the brand’s goal to always evolve.

Kapitler

1. Publix: Cultivating Customer Loyalty by Enhancing the Customer Experience (00:00:00)

2. Intro (00:00:05)

3. Tell us about you (00:00:31)

4. Tell us about your loyalty program, Club Publix (00:03:04)

5. Corporate Social Responsibility (00:04:39)

6. Voice of Customer Feedback (00:06:42)

7. Technology (00:08:57)

8. Personalization (00:10:39)

9. How have customers evolved since Covid (00:12:22)

10. How is your store format changing or evolving (00:15:26)

11. Data and Privacy (00:17:07)

12. What brands are you most loyalty to (00:18:17)

13. What can Loyalty360 do for you (00:20:09)

14. Quick fire questions (00:21:00)

15. Outro (00:22:38)