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Andrew McMillan

Former Customer Service Manager for John Lewis

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Andrew is the former Customer Service Manager for John Lewis. The role saw him 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 became 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. He was also responsible for the management and resolution of the group's escalated customer complaints.

Delivering the right customer experience

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

Organisational development to deliver enhanced customer service

Defining and shaping organisational culture

Effective internal communications

Fun at work to improve commercial success and productivity

Leadership and customer service

Selling though service and relationships

Managing customer complaints to enhance reputation

Andrew presents in English

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Fees

UK : up to £7k

Europe : £7k to £15k

US : £7k to £15k

Asia/Middle East : £7k to £15k

Travels From

UK

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 acted 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 saw him 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 became 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. He was also responsible for the management and resolution of the group's escalated customer complaints.

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.

Immediately after leaving John Lewis, Andrew joined a City based consultancy as a Principal Consultant. Andrew specialised in employee engagement, customer experience, and customer centric business change. He led projects for Plymouth City Council where he helped them re- design the access to, and provision of, Adult Social Care services – a project which subsequently won a national award. He supported a number of NHS foundation trusts to successfully develop and implement their patient experience strategies. He also worked with a number of high profile private sector clients, supporting them to differentiate their businesses through employee and customer engagement.

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