Ask someone to define the term omni-channel, and many will assume it’s the latest cable TV network. It’s actually a multichannel sales approach that has retailers everywhere developing strategies to make shopping even easier.

Most of us know omni-channel  by the simpler concept of online shopping. A successful omni-channel strategy allows a customer to easily transition from viewing an item in a store to completing their purchase online or vice versa. If you’ve ever viewed an item in the weekly ad for Publix on your phone and then purchased it in your Publix store, you’ve used an omni-channel approach to complete your grocery shopping.

At Publix, our customers expect us to anticipate their needs and make shopping a pleasure by alleviating any inconveniences they may face while shopping in our stores or ordering online. Using our award-winning customer service as the foundation for our omni-channel strategy and implementing the latest technology, we plan to continue to exceed our customers’ expectations as we provide more ways for them to complete their grocery shopping.

Online Easy Ordering

We dipped our toes in another omni-channel approach in 2013 when we introduced our customers to Online Easy Ordering (OEO). Prior to implementing this system, placing your lunchtime sub order may have meant waiting in line. We knew our customers deserved better, and OEO was born.

OEO began as a way to help alleviate lunch and dinner rushes by allowing customers to place their deli sub, meat and cheese orders online. Due to its popularity and the changing needs of our customers, we now offer more than 850 different products online. While large orders require 24 hours advance notice, some orders are ready for pick up in about 20 minutes.

STEP 1: ORDERING

Log in to your account on  publix.com/order

• Add the desired items to your cart.
• Schedule your pick-up time.
• Submit your order.

STEP 2: PICK UP

Arrive at your previously selected pick-up time.

• Pick up your OEO order from the appropriate department — and any other items you may need.
• Pay for your items at checkout.

Publix Delivery

As OEO’s popularity continued to grow, we recognized our customers were ready for another grocery shopping option. With today’s schedules, it can be difficult to find time to squeeze in a trip to the store between family activities, school and work commitments. Ever wished you could just click a button and have all your groceries delivered to your doorstep? Well, now you may be able to with Publix Delivery!

Publix Delivery powered by Instacart turns one this month. With this initiative, we’re able to maintain an online shopping site that features up to 35,000 different products typically found in our stores. Local Instacart shoppers receive our customers’ orders through the Instacart app. They then coordinate the delivery to the customers’ homes or businesses. We aim to deliver the same customer service to Publix Delivery online shoppers that they would receive in our stores, which is one of the reasons Instacart was chosen to help provide this service. Their employees are trained on similar company values as Publix associates, such as treating customers like royalty.

Are you a planner? If you already know what you will need from the store next week, you can place your order through Publix Delivery and schedule it to arrive at your door in five days. Forgot the hot dogs for tonight’s cookout? Don’t worry; Publix Delivery can deliver the products you need — the same day, and often within a few hours.

While new to the scene, Publix Delivery’s popularity is growing. Due to the large number of stores in each division, we’re able to cover broad geographic areas. Currently, Publix Delivery is available in many of our market areas, including Miami, Orlando, Nashville, Charlotte, Tampa, Jacksonville and Atlanta.

Our customers are delighted to find the same quality products they know and love from our stores online, but that doesn’t mean they aren’t shopping in our stores. Most Publix Delivery shoppers are still visiting their Publix stores, proving our omni channel strategy is working as intended.

STEP 1: ORDERING

• Create an account and log in at publix.com/delivery
• Search and add items to your cart.
• Note any dietary restrictions or acceptable substitutions.
• Review your order.
• Select your delivery time.
• Oops! Did you forget something? Don’t worry. You can add items to your cart until the shopper begins to shop your order.
• Do a happy dance; all the hard work is done.

STEP 2: SHOPPING

• An Instacart shopper receives your order through the Instacart shopping app.
• They begin shopping your order, paying close attention to product quality, including item freshness and produce ripeness.
• With the help of their app, the shopper verifies all the products and varieties are correct.
• Shoppers check out at a Publix register.

STEP 3: DELIVERY

• Instacart delivers your order.

The key to success

As an associate, you play an important role in ensuring our success. It’s critical we continue to provide excellent customer service, even for those customers who may not be physically in the store. By paying attention to details when building an OEO order, we are showing that customer we care. Keeping our shelves stocked not only helps the customers in our stores easily find the products they are looking for but also helps us fulfill our customers’ online orders. Our exceptional commitment to service keeps our customers shopping in our stores and online.

At Publix, you aren’t just an associate; you’re an owner. And as an owner, we want to offer our customers the convenience of shopping when and how they want. Make people aware of how easy it is to shop at Publix both in store and online. We’re doing some pretty amazing things, so don’t be afraid to share them with your friends and family.

The best way to promote our online services is to use them. Use OEO the next time you’re craving a sub for lunch or to order and customize your child’s birthday cake. Or, when you’re starved for time, place your grocery order online, and let someone else do the shopping.

To be successful, we all need to work together to continue to meet and exceed our customers’ expectations. Thanks to associates like you, Publix is poised to be a major competitor in the online grocery market.

Want to try Publix Delivery? Visit www.publix.com/delivery and type in your ZIP code to see if Publix Delivery is available in your area.