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Andrew McMillan

Employee and Customer Experience

Biography

Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross.  He quickly moved up through the management ranks and led a number of selling teams in different branches culminating in managing the furniture floor in the flagship Oxford Street branch. 

From there he moved to the head office to take charge of the department stores’ customer-centric Intelligence Team.  They act as an internal business consultancy reporting on competitive strategy, product differentiation and value, catchment area demographics for new branches and customer service. 

In 2000 Andrew was asked to lead on customer service for the department store division.  The role not only saw him manage chain-wide customer complaints but develop JLP’s market-leading culture and attitude towards customer service and sales with the 20,000 customer-facing Partners in 26 John Lewis shops across the UK. That customer-driven culture is something that has now become synonymous with the John Lewis brand and during his tenure John Lewis won awards for customer service from Which?, Verdict and Retail Week and were frequently cited in the media as a leading customer oriented organisation. 

While at John Lewis, Andrew advised many other non-competing organisations on their customer service strategy and became recognised as an expert in the field.  Andrew has spoken on the subject at conferences worldwide and has had many articles published in specialist publications and the national press. 

Since leaving John Lewis, in addition to retail and finance, Andrew’s work has also encompassed the public sector and he has helped a number of local authorities develop their strategy to deliver a distinct and differentiated customer experience.  He has also worked with a number of NHS Trusts to define and develop their patient experience strategies.    

Topics

Developing a distinct and differentiated customer experience delivered through employees to define the brand

Leadership and customer service

Organisational development to enhance customer service

Defining and shaping organisational culture

Selling though service and relationships

Managing customer complaints to enhance reputation

Fun at work to improve commercial success and productivity

Engaging internal communications

Testimonials

"Thank you once again for your wonderful presentation on Tuesday which really was perfect and was a great finish to what we had presented in the morning. I had some amazing feedback from everyone on your presentation and I think it was definitely what we needed so many thanks for attending and I am glad enjoyed your time with us."

Loch Fyne Restaurants

"Perfect for the audience, engaging with humorous and memorable stories."

Citation Professional Solutions

"Very personable and down to earth. Good balance of business case studies and personal experiences to bring customer service alive." 

Michael Kors

"Andrew was excellent in his delivery and audience engagement. The presentation was relevant to the industry with a good mix of business theory and practicable examples."

Simon Smith, CPT UK (CoachMarque)

Key Facts

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