The Customer Experience
The perfect customer experience is a set of interactions that consistently exceeds the needs and expectations of a customer, allowing them to gain and achieve their goals in a pleasant atmosphere. By achieving this set of interactions, you can cultivate customer loyalty and understanding so that your customers leave with the feeling that they would like to return for the same valuable service. This results in customers becoming advocates for the company, creating referral, retention and profitable growth.
Your customers have come to expect certain standards while seeking the ultimate shopping experience. We believe that your expectations as our clients should not be any different. Our high-performance culture is bent on breaking molds and challenging the status quo.
It is our mission to create a culture of change that affects the people and the interactions that take place in the marketplace. Together with you, we have the experience, talent and tools to make it happen.
Where Leadership Defines Culture
The foundation of our culture is defined by core leadership principles that make up "The L&R Way." It's who we are, what we do and what drives our extraordinary success.
At L&R we are always...
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We always Go BIG – Begin In Gratitude. We look at every person, opportunity and challenge through the eyes of gratitude. Being in gratitude creates the right environment and energy for optimal creativity and growth. We celebrate progress and learning – even those attempts that produce more and less than expected!
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We Do the RIGHT Thing, In the RIGHT Way, At the RIGHT Time, For the RIGHT Reason. We design the Ultimate Shopping Experience for our customers’ customers. We measure every activity, opportunity and decision against our stated objective. We vet every idea with an impact filter and create a strategy plan before we start a project.
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Passionate in Exceeding Customer Expectations. We always take a genuine interest in our customers, delivering outstanding customer service. We continuously strive to learn, improve and share ideas with our customers.
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I Got That! We empower each team member to make decisions without waiting for directives. We take pride in successfully tackling challenges. We believe in the right to make mistakes, and in learning from them.
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The Ultimate Support System. We embrace others’ ideas and opinions and are eager to cooperate proactively. We maintain an ongoing readiness to positively interact with team members. Our atmosphere is based upon trust, teamwork and mutual respect.
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The Art of Communication is the Language of Leadership. We speak with direction and ask clarifying questions. We listen attentively, speak openly and clearly, honor commitments and regularly provide meaningful acknowledgement and appreciation.
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Expect, Embrace, and Reward Change. We seek to always innovate, solve, and correct immediately. To do that, we relentlessly challenge the status quo by asking, “What can we do faster? Better? Easier? Cheaper?”
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A Great Learner Begins By Asking Questions. We always make our learning greater than the experience when we ask, “What did we do right? How can we do more of that?” And, “What would we do differently if we could repeat this experience?”
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Challenge is the Road to Growth. We continually seek opportunities for L&R’s growth. We fight complacency with curiosity and vigorously challenging the status quo.
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Loyalty is Not a Word, It’s a Lifestyle
We are loyal first and foremost to the company. We know that each of our customers, venders and team members are served better when we make decisions that are ultimately in the long term best interest of L&R.