Specialist in employee engagement, leadership and customer experience
Manager, Customer Service, John Lewis Department Stores (2000-08)
Principal, Engaging Service (2012-present)
“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.” – CAPITAL ONE
Andrew McMillan spent over 20 years with John Lewis Partnership (JLP), the last eight responsible for leading customer service across the department store division. Now an advisor to both private and public sectors, he is widely recognised for developing John Lewis’ much admired sales and service culture – consistently held up as an example of best practice. Andrew now runs Engaging Service, his own business, specialising in customer experience and employee engagement.
Andrew started his career as a management trainee with the JLP and held various management positions across the department stores, culminating in working 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, 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 manage chain-wide customer complaints, 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.
Recognised as an expert in the field, he believes service quality should reflect the internal culture. Most of the numerous awards John Lewis win cite the quality of the experience delivered through their people over the quality of their products, or efficiency of their services and processes. It’s a potential major point of differentiation in a crowded marketplace and one that many organisations fail to capitalise upon.
In 2008, Andrew joined a London based consultancy as a Principal Consultant and successfully transferred his experience into the public sector and many other private sectors including financial services, transport, leisure and hospitality and automotive as well as continuing in retail. In 2012 he started Engaging Service and continues to speak and consult worldwide across both public and private sectors.
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