Retail · 2026-04-15 · 5 min
Retail shrinkage: security strategies that protect the customer experience
By Amelia Croft
Organised retail crime has changed the high street. Yet customers still expect a welcoming shop floor. The answer is trained officers who can greet, observe, and intervene proportionately.
Position officers where they influence behaviour — entrances, high-value zones, and known hotspots — without creating a fortress aesthetic.
Pair people with process: opening and closing escorts, till protection routines, and clear radio escalation to store management.
Measure what matters. Track incidents, recoveries, and staff confidence scores — not just hours delivered.
- retail
- shrinkage
- customer experience