I’ve spent the past several months sharing information about the C line of our strategy map — what we want our customers to say about us. The final statement is “I always shop at My Publix.”

To create a shopping experience that excites our customers, we know we want them to say

• I always get superior service from friendly, knowledgeable associates who respect my time.
• I get a convenient, clean, pleasant and exciting shopping environment.
• I find the variety of quality products I want.

The final statement is the result of a customer saying the first three. It’s a cause and effect relationship. Without the first three, the fourth won’t happen, and that statement is what creates loyalty with our customers.

When a customer says “My Publix,” they’ve moved from shopping at a grocery store to having Publix people be part of their lives. We put names with faces, and we grow attached through our hearts and minds.

If they’re saying “My Publix,” that means we’ve probably watched their children grow, hired their sons or daughters, participated in their communities’ activities or helped create lifelong memories.

Engaging the hearts and minds of our customers is an accomplishment that’s hard to achieve consistently throughout our more than 1,100 stores. However, because you own it, you are doing it, and I know you can continue to do so. Believe in the bond the words “My Publix” can create, and your customers will too.

Thanks for all you do.

Todd Jones
CEO & President

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