Former Head Customer Services John Lewis Partnership, Andrew McMillan is currently an advisor to both private and public sectors, he is widely recognised for developing John Lewis’ much revered sales and service culture – regularly credited as a beacon of best practice. He is also currently Chair of the Customer Experience Committee at the British Council of Shopping Centres BCSC.
Andrew started as a management trainee in Brent Cross. He progressed to head a department in the flagship Oxford Street store, before moving from the shop floor to the Intelligence Team.
In his speeches Andrew explains that customer service quality should reflect internal culture. Also in a climate where many are making cuts, he argues that creating a distinct, engaging personality for a business through the employees, by viewing them as an asset rather than a cost, can deliver a degree of long lasting competitive differentiation few achieve, but many aspire to.
“Andrew’s visit was a real success. His material was well tailored to his audience and he had a good understanding of us as a business so was able to make it relevant. He has a very engaging tone and manner which meant the audience was actively engaged throughout his session. We have had some very positive feedback from associates and I have been in meetings since the session where people have referenced Andrew’s material so I know it has well and truly sunk in.” CAPITAL ONE