For companies, it’s important to build strong relationships with the public. For Publix, that means our customers, associates and community partners. Through helping and engaging with customers, informing associates and serving our communities, the seven teams of public affairs help maintain our relationships.
Customer care
Whenever customers have a question or want to share their Publix experience, they can contact customer care by phone, email or U.S. mail. Customer care agents and specialists work to answer any questions — and we mean any — from information about new stores and services to a change in ingredients of one of our products. While the team spends a lot of time answering questions, customers also contact customer care to share their stories about the wonderful service they received from a specific store or about an associate who went above and beyond. Every compliment received is shared with the associate’s management team.
Social media
Using Facebook, Twitter, Instagram and other social media networks, the social media team builds relationships with our customers by sharing and discussing new recipes or products and services available at Publix. The open dialogue these associates create allows our customers to stay connected to Publix even when they’re not in our stores. By actively monitoring our social media accounts seven days a week, the social media team can quickly respond to questions, so customers know they’re valued and appreciated.
Social media analysis
This team compiles customer data received from various channels, including posts to social media and conversations with customer care. Then, these associates analyze the data for patterns, trends and inconsistencies before sharing it with company leaders.
Corporate communications
From department-specific communications to your monthly Publix News, the corporate communications team works with business areas to plan, design, develop and implement communication strategies through print, video and digital platforms, such as PASSport. These associates are also responsible for sharing stories happening across all of our divisions and support areas.
Visual media services
Publix has its very own video producers and directors. This team writes, directs and produces video programming that covers everything from education and training and associates’ stories to benefits information and our United Way campaign. These associates also help provide audio and visual support and design graphic elements for digital media.
Special projects
The Publix culture is rooted deep in our history. This history is well preserved, thanks to our special projects team. Not only do they identify and archive documents, photos and information, but they also collect Publix memorabilia like Mr. George’s famous Publix jacket. But they don’t just focus on Publix’s history; they help us receive recognition for our current accomplishments by submitting entries for national, state and local awards, including Fortune magazine’s prestigious 100 Best Places to Work list.
Media and community relations
You might see these associates on television and read their names in the newspaper. Each division has a dedicated spokesperson who works with the media to share company information and build relationships within the communities we serve. They also help us be responsible citizens in our communities by performing community outreach and supporting initiatives that focus on youth, education and literacy, and helping the homeless and hungry.
Fostering relationships is an important part of important part of the public affairs department. Whether it’s answering customer questions, sharing associates’ stories or participating in community events, each team works to make sure Publix is a great place to work, a responsible community partner and a place where customers feel valued.
