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We Should All Have The Disney Store Problem

Posted on 2/5/16 10:00 AM

If your business is Main Street, customer or guest service is one of the pillars in your market share strategy. Some companies map out a coherent, action-filled process and practice to achieve their customer service goals. Some
companies just take a “fluff” approach. Social scientists have, of course, studied the employee-customer interaction experience and measured every aspect that is remotely measurable. The results are clear. Positive interactions result in customers spending more time in-store, spending more money, buying more add-ons, and making future returns to shop again. 
Unfortunately, customer experience shops (e.g. Mystery shops) often demonstrate that regardless of policy or process, the experience hinges on the individual employee…and sometimes what kind of day they are having or how busy they might be. So while the “customer experience” remains critical, the execution isn’t always consistent. The problem isn’t process and it’s not driven by a lack of commitment at the top level. The problem with customer service is more the battle between theory and practice. In theory leadership fully supports a positive experience, but in practice we do a really good job of making it second to just about every other task a store faces. In doing so, we send a conflicting message—deliver an exceptional experience, but also get all this other stuff done. Since the “stuff” is more easily and quickly measured it becomes the real employee priority. 
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Topics: Mystery Shopping, customer service

Video Blog Series-LP FAQ in 2- Audit Frequency

Posted on 1/29/16 1:00 PM

LP FAQ in 2 is a new blog series by LP Innovations which answers the mostly frequently asked LP questions in about two minutes. 

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Topics: Retail, Shrink, Retail Audit, Audits, Shrink Calculation, LP FAQ in 2, Audit Frequency

Multi-Tasking…is it a good thing or a bad thing?

Posted on 1/22/16 10:00 AM


Recently I attended a webinar offering tips on how to perform a certain task better.  The main tip was to make sure to be completely focused on the task and reduce all possible distractions during the time you are performing it.  The presenter mentioned that when someone states that ‘multi-tasking’ is one of their strengths, she is not impressed.

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Topics: career development

Chaos and Concern on Main Street

Posted on 1/14/16 1:21 PM

All the stories I’ll ever need are right here on Main Street,” wrote author Robert Cormier. The fact that Mr. Cormier had a proclivity for penning unhappy endings for his characters may seem prophetic for the things encountered on today’s volatile Main Street. 

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3 Things You Must Have in This Year’s LP Planner

Posted on 1/8/16 1:00 PM


I’m a fan of the somewhat arbitrary line of delineation between the old and the new year. There is a certain excitement in the possibility found in a fresh start and I approach my brand new planner with the exuberance that others approach a holiday feast. While the latter is an act of reduction, I view all those empty pages, those unassigned dates, as an opportunity for creation. Admittedly my “plans” often extend beyond the time and resources available to complete the list.

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Topics: Loss Prevention Goals

3 Things You Must Have in Your 2016 LP Planner

Posted on 1/5/16 12:01 PM

I'm a fan of the somewhat arbitrary line of delineation between the old and the new year. There is a certain excitement in the possibility found in a fresh start and I approach my brand new planner with the exuberance that others approach a holiday feast. While the latter is an act of reduction, I view all those empty pages, those unassigned dates, as an opportunity for creation. Admittedly my “plans” often extend beyond the time and resources available to complete the list.

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Carnival of Blogs

Posted on 12/30/15 1:00 PM

With just two selling days left in this holiday season, we figured that there might be less time or energy for absorbing new ideas. So this week we are providing a recap and links to some of our favorite blog topics.

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Happy Holidays From LPI

Posted on 12/23/15 10:00 AM

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Topics: Holiday Tips

Check and Balance: 5 questions you need to answer to develop an Effective Audit Tool

Posted on 12/18/15 1:23 PM

There is no doubt that a vital component within your loss prevention initiatives is a store-based audit program. A well developed audit provides keen insight into what is happening in your store locations, how policies and procedures are followed, and most importantly, how well your associates are protecting your profitability.

Developing an effective audit tool begins with asking and answering some basic questions. Although basic, these questions should be asked regularly, even with an existing and mature program, to make sure your program remains on track and provides you with the most effective program possible.

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Topics: employee theft

Follow the Leader

Posted on 12/9/15 10:30 AM

There is an old proverb that states, “he who thinks he leads but has no followers is only taking a walk.” For all of the books, articles, and seminars on the topic of leadership, one would believe that it requires some form of magic or unique charisma. The truth is that following others is a natural human characteristic. The problem is that the inherent programming to “follow” doesn’t include an equally inherent set of standards on “who” to follow.

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Topics: employee theft

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