Magazines Archives - 2009 April

ADT’s all-time priority: Creating positive customer experience
Story 3 - Special Feature

Never has the security issue been of greater concern to retailers than in the current economic downturn, with sales already heading Nsouth. These are also challenging times for retail-security companies to come out with solutions to help businesses stem unwarranted shrinkages.

Gary Chan, the newly-appointed vice-president of retail security, Asia- Pacific, at ADT Security, a Tyco International company, remains undaunted. This despite his appointment only last December, and just at the onset of a global recession too.

“There’s a lot more to do in a recession in terms of how to improve the business. And I believe that if you can prove yourself in challenging times, things will be a lot easier when the economy picks up,” says Chan.

With about 20 years’ experience under his belt, this retail-security veteran says the industry has come a long way since the company Sensormatic, which was acquired by Tyco several years ago, set up its Asia-Pacific headquarters in Singapore.

“Back then, Sensormatic was predominantly offering EAS (electronicarticle surveillance) solutions to the retailer. But at that time, very little was known about EAS in this part of the world, compared with Europe and the US.”

Even when faced with the arduous task of educating a then-budding retail industry, Chan and his team were far from discouraged. Attributing their success to “years of listening to customers”, he says: “Customer service is one of the key values in our organisation, and we continue to provide for the customer by listening to them and coming up with the latest solutions to meet their needs.”

To view full story, get a copy of Retail Asia. To subscribe, please download the subscription form from http://www.retailasiaonline.com/subscription.html