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Good2Go’s Loss Prevention Advisory Board offers valuable learnings for any loss prevention or asset protection professional.
The post-pandemic retail landscape has greatly influenced how retailers mitigate risk and shrink and improve safety for customers and associates. With surging inflation, shrink, crime and violence that has greatly overwhelmed the industry, it’s imperative that retailers protect their people, products, and profits without sacrificing the customer experience. And as an LP/AP professional it’s extremely valuable that they continue to collaborate with and learn from each other to ensure that retailers are making the right steps to ensure safety and convenience for everyone.
This is the driving force for this Q+A, and Good2Go is very fortunate to have a distinguished group of experts who encompass its Loss Prevention Advisory Board who have generously offered to share their insights on safety, new technology, and the in-store experience.
About Good2Go’s Loss Prevention Advisory Board
Good2Go’s Loss Prevention Advisors support Good2Go in its mission to provide secure, frictionless access to the products and services customers want by becoming the world’s most trusted automated mobile access solution. Through decades of experience with some of the world’s largest brands, its members promote Good2Go’s growth through strategic consulting and networking. As of November 2024, its members include:
Tony D'Onofrio, Chairman, President of Sensormatic & CEO of TD Insights
Tina Sellers, Consultant, Sellers Consulting, LLC
Tom Arigi, Divisional Vice President of Asset Protection at American Freight
Brand Elverston, Founder & Principal at Elverston Consulting, LLC
Pedro Ramos, Chief Revenue Officer at Appriss Retail
Chris O’Leary, Founder of Loss Prevention Recruiters, LLC
David Shugan, Vice President of Strategic Initiatives at RetSci
Oscar Arango, President of Arango Advisory Group
To learn more about the members of Good2Go’s Loss Prevention Advisory Board, their bios are located after the Q&A.
Loss Prevention Q&A
Q: As retailers look for effective ways to automate the in-store experience, they also have to balance some of the risks. What are some easy-win solutions that retailers can adopt to increase both operational efficiency and store security?
David Shugan:
As retailers strive to automate the in-store experience while mitigating risks like increased theft and safety, finding easy-win solutions becomes paramount. Good2Go offers a range of innovative yet straightforward strategies to boost both operational efficiency and store security. Implementing Good2Go’s automated access control solutions addresses security concerns in high-risk areas without compromising customer convenience. These quick-to-deploy technologies not only enhance security but also streamline operations, ensuring a seamless experience for shoppers.
By embracing these solutions, retailers can navigate the evolving landscape of retail automation with confidence, striking the perfect balance between innovation and security.
Tina Sellers:
The easiest wins are those that already exist at store level but may not have been supported by management for some time. Training programs, awareness programs, morning huddles, and consistent communication have fallen off in recent years in many retailers and cost virtually nothing to stand back up. Combine these basics with a few new technology solutions and the program is renewed at relatively small cost. Good2Go is an excellent example of a technology that can be quickly and easily introduced that will make the store associates feel supported as the retailers re-invigorate their in-house programs.
“Resist the temptation of self-creation.”
Q: What is the most efficient way to introduce new technology?
Chris O'Leary:
Introducing technology at a well-attended trade show would be the most efficient or an R&D site/innovation center like the Loss Prevention Retail Council which has over 90 retail members representing 200K stores.
Brand Elverston:
Scalable risk-mitigation technologies must be tested in parallel to ensure efficacy and scalability. Additionally, the retailer will likely realize that the solution component may well be a 3rd party provider who specializes in such. Resist the temptation of self-creation.
Tina Sellers:
When thinking about introducing new technology to the store associates, the easiest way to approach it is with how it improves their work experience. If new tech makes an old process faster or more efficient, they see the value in that. If it makes the associate feel safer or less of a target for external theft/violence, they will become a champion for it. There is no better ambassador for new technology than an associate who believes in it and supports the roll-out.
Q: What advice do you have for Loss Prevention professionals to test new technology in their stores? What approach is best to build consensus, gain multiple stakeholder approvals, and find an effective leader to implement?
Brand Elverston:
Socialize the solution among key stakeholders, display the solution for them, grind both first and second order thinking, and then prepare for a broader presentation. Co-champion with a key influencer. Don’t go it alone. Select and test those more innovative and encompassing technologies which impact more than just malicious intent losses, and minimize the friction-add component to the honest customer(s). Search and provide leadership in the non-traditional path, not just the tried and true.
Pedro Ramos:
Start with the problem and lay it out on paper, the goal is to consider all of the touch points. Once you’ve determined how it affects the consumer and the business then you can determine the stakeholders that should be part of the process. Next meet with them and have open ended conversations about how they’re impacted by the problem and if they’re open to solutions.
If they are open to a new solution, create a balance sheet that includes benefits (financial and operational), and challenges (same). Then identify solutions and use the balance sheet to narrow the list of providers. Do some preliminary meetings/demos to clarify your questions and learn from providers (they are the experts).
Once complete, begin to socialize the solution list to the stakeholders and seek support for a project from senior leaders. Hold group meetings with the solution providers. If everyone is onboard, gather costs and meet with IT to determine internal costs and resource impact. Then, gather the senior leaders to support the project internally with finance. Present the problem at a high level and provide some supporting examples.
Once you get approval, move forward with implementation. If you choose to do Proof Of Value (POV) then choose a sufficiently large enough sample size to gather realistic data. One or two locations are rarely indicative of what is happening in the broader business.
David Shugan:
Testing new technology in retail loss prevention requires a strategic
approach. Start by thoroughly evaluating the benefits and capabilities of new technology. Begin building consensus among stakeholders by highlighting the immediate ROI and the ability to immediately prevent incidents that cover costs. Your approach needs to resonate with each stakeholder group, addressing their specific concerns and priorities. Secure wins by showcasing the positive impact on reducing losses, enhancing security and most importantly, ensuring safety.
As you identify effective leaders for implementation, ensure they have with a strong
understanding of loss prevention practices and a passion for driving change. Look for
leaders who communicate effectively, inspire others, and navigate challenges with ease. Empower the leader with the necessary resources and support to drive implementation forward successfully. In conclusion, by following these steps and leveraging innovative solutions like Good2Go, loss prevention professionals can effectively test and implement game-changing technology in their stores, ultimately leading to a safer and more secure retail environment.
“Secure wins by showcasing the positive impact on reducing losses, enhancing security and most importantly, ensuring safety.”
Q: With the increasing number of customer confrontations and violence in retail settings, what technologies can retailers prioritize to enhance the physical security and emotional well-being of their frontline associates?
Pedro Ramos:
There are inherently uncomfortable tasks that retail associates have to contend with that do nothing to improve the experience for the consumer or the check. Some examples are policy enforcement or other tasks where access to its services may be restricted due to environmental conditions.
This is where technology can improve the consumer and associate experience by removing human interaction and replacing it. The modern shopper associates ease of use or access with a great experience. The standard of customer service is morphing from high human touch to convenience. This is where the right technologies can be effective.
As retailers go through the evaluation process they have to approach it from the consumer journey:
Does it streamline the journey?
Does it increase convenience?
Is it easy for the consumer and the associate to use or does it remove a difficult task from the associate?
How easy is it to implement, does it have minimal impact on the infrastructure?
Will people be happier with it or without?
These are some of the questions that retailers should consider during an evaluation. Also, ROI is important but not all can be quickly measured on a spreadsheet. The experience and brand recognition have massive and sustainable value and that is also a great ROI.
Tina Sellers:
Any solution that removes a confrontational conversation between the associate and the customer should be prioritized in today's environment. As we become a more tech-savvy population, retailers can leverage that knowledge to introduce shrink saving technologies that also reduce customer friction. Asset Protection departments will find it much easier to obtain funding for new tech to reduce shrink when it also makes associates feel safer.
Q: Restrooms and fitting rooms are well-known blind spots and targets for theft, vandalism, drug-use and other high-risk behavior. What is the impact on retailers? What can be done?
Oscar Arango:
The first impact is loss of revenue. Theft, whether it's shoplifting or employee theft, directly impacts a retailer's bottom line. Additionally, vandalism can result in the destruction of merchandise, leading to financial losses. Damage to brand reputation is another big impact. Incidents of theft, vandalism, or other illicit activities occurring within a store's facilities can tarnish the retailer's reputation. This negative publicity may deter customers from patronizing the store, leading to decreased foot traffic and sales.
Another huge concern is around safety. Retailers have a duty to provide a safe shopping environment for both customers and employees. Incidents of drug use or other criminal activities in restrooms or fitting rooms can create safety concerns and may even result in violent altercations. Retailers may face legal repercussions if they fail to address security and safety concerns adequately. Moreover, compliance with regulations regarding security measures and privacy rights in restrooms and fitting rooms is essential to avoid legal liabilities.
Retailers are compelled to explore every avenue to ensure a safe and secure environment for both customers and employees. This entails a diverse range of solutions, including comprehensive staff training, the implementation of cutting-edge technology to restrict access, and the adoption of enhanced security measures. By embracing these proactive measures, retailers can significantly diminish security incidents and mitigate potential liabilities.
Chris O'Leary:
The impact can be immense, ranging from customer & employee safety to a negative brand perception. Not doing anything sends a terrible message to your employees and customers that their safety is not a priority. What is the potential liability for not doing anything when a user friendly technology like Good2Go is available? Options such as key pads and padlocks are not practical which create delays for your customers and reduce employee productivity.
“Retailers have a duty to provide a safe shopping environment for both customers and employees.”
Q: What are some examples of direct and indirect expense savings that create the most compelling business case for new technology?
Tina Sellers:
New technology always has soft benefits in addition to the stated purpose of the tech itself. Direct expense savings come with shrink reduction, profit enhancement, and increased sales. Indirect expense savings come from reduced turnover when associates feel safer, brand protection when associate-customer friction is reduced, and even in reduced workers' comp costs or legal fees when in-store violence is avoided. The business case for Good2Go is easily made because it reduces both hard and soft costs that can be easily recognized by senior management
Oscar Arango:
Direct expense savings include a reduction in theft and losses, labor savings, reducing material costs, and preventing litigation costs. By implementing technology that deters theft and losses, businesses can save money on inventory losses. Technology that can help businesses become more efficient will lead to greater productivity and improved labor costs by reducing the need for security personnel. The right technology solutions can also help businesses reduce the need for continuous repair costs. And effective security technology solutions can prevent security incidents that may result in legal liabilities.
Indirect savings costs include enhanced operation efficiency, brand protection and customer satisfaction, and improved productivity. By automating certain processes, businesses can reduce administrative overhead and improve workflow efficiency. Investing in the right security technology can also lead to great customer/employee satisfaction and trust. Businesses that invest in technology that leads to safer environments will lead to great customer satisfaction scores. A safe and secure work environment created by security technology also boosts employee morale and productivity. Employees feel safer and more comfortable in their workplace, leading to higher job satisfaction and reduced absenteeism.
Good2Go LP Advisory Board Members
Tony D'Onofrio, Chairman and Director
President of Sensormatic & CEO of TD Insights
Tony D’Onofrio is currently the President of Sensormatic, and is responsible for strategic planning initiatives that support ongoing innovation and industry-leading solutions. He is also CEO of the consultancy firm TD Insights where he is recognized as a global social media influencer in retail, security, and emerging tech. Tony is listed as a top 100 Global Retail Influencer 2023 and publishes regularly on multiple global platforms including www.tonydonofrio.com. Previously he was CEO and Managing Director, Global Retail Business Unit at Prosegur. He also serves on several boards including Member of the Board of Advisors Loss Prevention Research Council (LPRC).
Tina Sellers, Consultant at Sellers Consulting, LLC
Tina Sellers is a driven retail security professional whose career in leadership roles with Fortune 500 retailers has consistently led to success in all areas of Asset Protection. She is an expert in shrink reduction, physical security, crisis management, organized retail crime investigations, ecommerce fraud prevention and has advised in a global capacity. Following her passion for education, Tina has served as an adjunct professor at Northern Michigan University supporting Loss Prevention coursework and serves on the Board of Directors for the Loss Prevention
Foundation. She holds a Juris Doctorate degree and is known for her high standards of integrity and adherence to legal principles in business.
Tom Arigi, Divisional Vice President of Asset Protection at American Freight
Tom is a proven retail executive with 30 plus years of experience that includes a diverse leadership background in Asset Protection, Store Operations, Safety, Security, Risk Management, & Business Continuity. His vital leadership characteristics include a passion for people and teamwork, being fact based and data driven, organizational design and effectiveness, vision and strategy development, achieving high standards of personal ethics and performance. Tom's key leadership positions include, Director of Asset Protection for Walmart, Senior Vice President of Loss Prevention for National Stores, Divisional Vice President of Loss Prevention for Sears Holdings Corporation.
Brand Elverston, Founder & Principal at Elverston Consulting, LLC
Brand L. Elverston retired from Walmart corporate in 2017 after nearly 22 years serving in various leadership positions at the company’s headquarters. Since his retirement from corporate life, Brand founded and operates his own retail risk-mitigation technology consulting business with clients around the world. Prior to joining Walmart, Brand served on active duty as a U.S. Army Field Artillery officer for 12 years holding numerous key leadership positions including commanding two combat artillery units in Germany and closing out his active service serving as the senior officer instructor while assigned to the US Army Field Artillery School.
Pedro Ramos, Chief Revenue Officer at Appriss Retail
Pedro Ramos is the Chief Revenue Officer (CRO) at Appriss Retail and was formerly the Vice President of Sales for Agilence’s retail solutions focused on reducing cashier fraud and improving asset management for America’s retailers. Ramos formerly served as the assistant vice president for Loss Prevention at Pathmark Stores Inc., a northeastern United States supermarket chain. While at Pathmark, Ramos managed the Loss Prevention and reverse logistics programs for 141 retail stores. Ramos is a former chairman of the New Jersey Food Council’s Loss Prevention Committee. He is active in Pennsylvania Food Merchants Association, NY Food Industry Alliance and the Loss Prevention Foundation.
Chris O’Leary, Founder of Loss Prevention Recruiters, LLC
Chris is the founder of Loss Prevention Recruiters, LLC a trusted partner for talent acquisition in retail enterprise loss prevention/asset protection/security/business continuity and safety. He is a former loss prevention executive with over 25 years experience.
David Shugan, Vice President of Strategic Initiatives at RetSci
David Shugan, CFI, is an executive leader with over 30 years of experience in asset protection, risk resiliency, fraud prevention, audit, safety, and supply chain integrity. His extensive career includes senior leadership roles at Carter’s, Cracker Barrel Restaurants, and other top brands. David is an influential member of the National Retail Federation’s (NRF) Loss Prevention Advisory Council and the Retail Industry Leaders Association (RILA) council. A prominent speaker at industry conferences, he brings a wealth of knowledge and experience to the industry from his base in Atlanta.
Oscar Arango, President of Arango Advisory Group
Oscar D. Arango is a distinguished security expert with over 30 years of experience in retail loss prevention. He is celebrated for his strategic leadership and transformative impact. At the heart of his success is a commitment to building diverse, high-achieving teams, propelling exceptional results. Oscar's strategic acumen has fueled groundbreaking initiatives, navigating the complexities of the evolving security landscape with forward-thinking precision. Beyond technical expertise, he is recognized for fostering a culture of excellence, accountability, and continuous improvement. His legacy emphasizes diversity, innovation, and leadership that reshapes the future of retail loss prevention. Oscar's profound influence stands as a testament to the power of strategic vision and the cultivation of dynamic, diverse teams in the security domain. He has held loss prevention leadership positions at Urban Outfitters, Timberland, and Target, and is currently the president of Arango Advisory Group where he crafts strategic security measures for his clients,