The John Lewis name is not just synonymous in the UK with the quality of a product but also with the quality of service. And that is in no small part down to the efforts of Andrew McMillan when he was head of customer service for the department store.
In all, Andrew spent 20 years with the John Lewis Partnership. He began from humble beginnings as a management trainee. He went on to head up several sales teams in various branches and became manager of the furniture department in the retailer’s main store in Oxford Street, London.
He was then chosen to drive through improvements to John Lewis’s customer services, a post he held for eight years. As a motivational speaker, Andrew McMillan uses the extensive experience and knowledge that he has gained over the years within one of Britain’s most successful retail organisations. Now he is a recognised expert in employee engagement and improving how customers and end-users interact with service providers.
Even while he was at John Lewis, Andrew was in demand from other businesses wanting his advice on how to develop their own successful approach to customer service. He joined the Customer Experience Committee at the British Council of Shopping Centres and became its chair in 2010.
Since leaving John Lewis, Andrew has worked with consultancy firm Charteris, Plymouth City Council, several NHS foundation trusts, Virgin Atlantic and various other organisations.
