A Piece of the Pie: The Story of Customer Service at Publix

by Joseph W. Carvin, Charles Jenkins (Foreword)

Publix Super Markets has been the top-ranked supermarket on Fortune Magazine's list of most admired companies, the highest-ranked retailer in the nation according to the American Customer Satisfaction Index, in Fortune Magazine's "Hall of Fame" as one of America's best places to work, and named America's favorite supermarket by a national consumer magazine. The company's customers and admirers have long wanted to know Publix's recipe for premier customer service. With the help of Publix's customers and associates, whose own stories are woven throuighout, this book explains what that service is and how the company's associates make it happen..

Genres: Business

184 pages, Paperback

First published January 1, 2005

Reviews

[Carlye · Rating 2 out of 5]

the Karl Marx namedrop caught me off guard

[Baylen · Rating 3 out of 5]

Found the first 75% was very heavy on just telling story after story of what employees had done for customers. I understand that’s what makes Publix special, but felt as though it was almost as if the author just slammed story after story on top of one another, and it lost its effect. Publix is a great company to read about nonetheless.

[Bee Ostrowsky · Rating 4 out of 5]

Inspiring examples—even if some examples are too extreme to be reasonable in any other circumstance.

[Deanna · Rating 2 out of 5]

This book was ok as far as books on companies go. The author did a good job articulating what makes Publix such a good company through stories of actual examples of Publix customer service.

[Rory · Rating 5 out of 5]

Having been out of Florida since 2003, I don't know if Publix has remained the way this book beautifully described. I know it was this way in my childhood, and I hope so.

This is one of the best books I've ever read, and a welcome tonic for the times we live in today, giving enormous hope that kindness is still all around us.