Publix Super Markets looks at customer service in the broadest sense — from interaction with customers on a personal level to providing things customer want, such as sharp pricing and clean stores. And it succeeds at providing that service on a massive scale across its operations. Neil Stern, senior partner at McMillanDoolittle, Chicago, said that while a lot of companies might talk about emphasizing great customer service, at Publix that mission, as established by founder George ...

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