Magazine Article | February 14, 2015

Inside The Front-End Changes At Lowe's

Source: Innovative Retail Technologies
Matt Pillar

By Matt Pillar, senior executive editor, Innovative Retail Technologies

March 2015 Integrated Solutions For Retailers

an interview by Matt PIllar

How the Fortune 500 retailer improved the customer experience with a 50% reduction in false EAS alarms, reducing shrink and mitigating associate risk along the way.

Since it was founded in 1946, home improvement giant Lowe’s has expanded to more than 1,750 stores and annual revenue exceeding $50 billion. Company executives attribute much of the brand’s success to its relentless approach to refining the in-store customer experience — an ongoing initiative involving stakeholders from every facet of the organization, including the loss prevention team. In fact, Lowe’s VP of LP, safety, and hazmat Claude Verville says his LP team operates with an overarching mantra in mind. “Our team continually makes it clear that we’ll support whatever customer experience and sales-driving initiatives Lowe’s takes on,” he says. That’s no easy promise to keep when your job is to protect every asset in the enterprise, from billions of dollars in inventory and cash to tens of thousands of associates and hundreds of thousands of customers who shop Lowe’s each day. But when an idea comes along that promises positive results on several of those fronts, it’s likely to find its way to a pilot at Lowe’s. We caught up with Verville to discuss some of the company’s recent LP initiatives.