Todd Jones may not possess the bloodlines of his predecessors at the helm of Publix Super Markets, but he’s a member of the Publix family to be sure: The former bagger has spent his career with the regional retailer. Lakeland, Fla.-based Publix continues to find uncommon success behind fanatical adherence to a notion that might seem quaint today but that few retailers do well: excellent customer service in a conventional food and drug setting. That’s not to suggest Jones and Publix are out of touch with hotter trends: The chain enables e-commerce through Instacart and addresses convenience though order-ahead, a sleek new mobile app and updated technologies. It also got ahead of the easy-meals trend with its Aprons brand. And while most retail brands have struggled to keep net store counts on the positive side—and many are disappearing faster than that—Publix under Jones has continued to find new opportunities to grow.