Andrew McMillan | Speaker | Business
Former Customer Service Manager of John Lewis, Andrew McMillan is now Principal of his own customer service firm, Engaging Management. He speaks to businesses worldwide on how he changed the customer service mantra at John Lewis to make it the performer it is now and the winner of multiple awards.
"Very inspirational, maintained a good tone throughout, every attendee was engaged. 4 days later and it is still the main topic of conversation. Hit exactly the right note and tailored for relevance. Highly recommended for any sector!"
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Read more about Andrew McMillan
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 from different branches in managing the furniture floor of 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 and 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 the John Lewis Partnership’s market-leading culture and attitude towards customer service and sales with their 20,000 strong customer-facing Partners based in 26 stores across the country. This customer-driven culture is something which 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. 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. He led projects for Plymouth City Council where he helped them redesign 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, helping them to differentiate their businesses through employee and customer engagement.
In 2012 Andrew set up his own consultancy specialising in employee engagement, customer experience and customer centric business change. He is also in demand internationally as a conference speaker, facilitator and chair.
Consulting clients have included: Argos, Asda, City of Plymouth Council, Warrington Council, Wirral University Trust Hospitals, South East Coast Ambulance Trust, The Met Office, The Isle of Man government, Royal Holloway University of London, St Andrews University, King’s College London, Ecclesiastical Insurance, Kwik Fit, Jardine Motors Group, Lookers Motor Group, Greene King, Vauxhall Motors, Peugeot Citroen and Virgin Atlantic.
Andrew has spoken for:
The Lawn Tennis Association, The Legal Aid Agency, Hampshire Council, City of Lincoln Council, Gentoo Housing Group, Richmond Housing Group, Capita Symonds, Allianz Insurance, St James’s Place Wealth Management, AXA Wealth, Bank of Ireland, Barclays Retail Bank, Nationwide Building Society, Capital One, Harvester Restaurants, Nectar, Bauer Media Group, Mercedes Benz Retail, VW Audi Group, Sytner Group, Nokia, Carillion Construction, Northern Rail, Specsavers, Bausch and Lomb, Lily Pharmaceuticals, Novartis Pharmaceuticals, Henley Business School and Cranfield Business School.
Andrew's material is individually written for each client and designed collaboratively to meet their exact requirements. Along with stories and examples from his extensive experience, presentations and workshops also include practical solutions that can be implemented quickly and effectively.