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Andrew McMillan
Biography
Andrew started his career as a management trainee in the retail industry with the John Lewis Partnership in the UK. He moved up through the management ranks and led a number of selling teams in different branches culminating in their flagship Oxford Street branch.
From there he moved to the head office to take charge of the department stores' customer-centric Intelligence Team. In 2000 Andrew was asked to lead on customer service for the department store division with 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.
Andrew has advised many other organisations on their customer service strategy and has become recognised as an expert in the field. He has spoken on the subject at conferences worldwide and has had many articles published in specialist publications and the national press.
More recently, much of Andrew's work has been in the public sector and he has helped a number of UK local authorities develop their strategy to deliver a distinct and differentiated customer experience.
Andrew is married with three children and spends his spare time mountain biking and playing the drums.
Tel: 020 7099 2621
Email: info@tcii.co.uk
A/V requirements: Laptop with speakers, digital projector and screen; 2 flipcharts and marking pens.
Specialist subject:
- Customer service
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