Posts Tagged ‘Publix’

This is a marketing blog, so why am I reading and sharing customer service articles? Well, because as with all things time and learning leads to change.

And one major change that needs to happen is for us marketing, public relations and communications professionals to pause for a moment to learn from our friends in customer service.

Our customers don’t silo their experiences with us; they never have and never will. Any outreach or interation is from the brand, not from the silo. From that perspective isn’t there value in understanding how servicing the customer at any point of communication or interaction provides an experience that benefits the organization overall all?

As we know, great customer service never goes out of style and below are insights into how companies like Southwest Air, Best Buy and Publix have made a business decision to put the customer in the center of their organization in order to service them better.

1. Retail’s Big Blog: Southwest co-founder shares how to show employees the LUV

“We don’t have any secrets; we are an open book. But every time these companies came in they would want to know ‘what are your programs?’ And I would say over and over—and you could see the shades go down because people didn’t buy it—we don’t have ‘programs’ it’s a way of life. It is who we are. We spend an incredible amount of time hiring the right people who want to do the right thing. But we don’t have programs for handling things.”

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