On the Record with Meredith Palmer

The importance of Customer-centricity

At Gallagher Security we believe that staying at the forefront of innovation and customer-centric solutions is the foundation of sustained success. Making connections, listening to customers, and using research to inform our product development positions us to not only adapt to shifting needs, but to forge a path toward a more secure future.

Relationships and making connections are the unspoken foundation we all operate upon. We learn from each other, but more importantly, we spark new ideas and gain inspiration. I know that, personally, when I walk away from a presentation, or even just the conversations that happen in between, I find new motivation to take back to my work.

Talk to any salesperson and you will find that sharing is not just nice to have - it is essential to business. That is because sharing knowledge freely builds trust, and with trust comes the kind of connections that build long-lasting business relationships.

Without the openness of thought leaders, mentors, colleagues, customers and even competitors, none of us would grow, and the industry would suffer.??

So, when the opportunity for sharing and making connections arises, all of us in the security industry should participate. It’s an investment in our own professional development, but more importantly, it’s paving the way for better ideas, creativity, and development yet to come.??

At Gallagher Security, our customers are our compass. As a privately-owned company, we're committed to reinvesting 15% of our annual revenue back into our research and development each year, empowering us to be customer obsessed in everything we do.

This approach is extremely valuable and plays a critical part in the decisions that constantly need to be made as to where we best drive our ambition and our levels of investment and prioritization.

At its core, customer-centricity stems from the ability to listen. Listening is more than a customer service exercise; careful listening is a strategic necessity to guide the development of solutions that solve real-world problems. When done with intent, it fosters the kind of foundational trust and loyalty that long-lasting partnerships are built on, while also serving as an imperative tool for product development.

I’ve worked with product teams across different industries and countries, and while each has countless tools for product development, I’ve found nothing to be more imperative than the simple skill we’re taught to practice as children: listening.

But listening is not a passive activity. Understanding customers’ expectations and day-to-day security concerns requires active and ongoing engagement to keep up with the evolving needs, pain points, and requirements across their various industries.??

We believe in the mission of the security industry: protection and creating peace of mind. When we share knowledge freely, and listen, we make it possible for everyone to achieve that goal.??

Staying at the forefront of innovation and customer-centric solutions is the foundation of sustained success. Listening to customers and using research to inform our product development positions Gallagher to not only adapt to shifting needs, but to forge a path toward a more secure future.

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