Andrew McMillan is currently a Principal Consultant at Charteris PLC specialising in customer experience. He 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 act 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 not only saw him manage chain-wide customer complaints but 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.
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. Andrew has spoken on the subject at conferences worldwide and has had many articles published in specialist publications and the national press. He was with John Lewis for over 20 years.
Since joining Charteris, in addition to retail and finance, much of Andrew’s work has been in the public sector and he has helped a number of local authorities develop their strategy to deliver a distinct and differentiated customer experience. He has also worked with a number of NHS Trusts to define and develop their patient experience in line with the aspirations set out in Lord Darzi’s NHS Next Stage Review final report.
“Andrew was brilliant. He has a lovely manner on stage , he was a pleasure to deal with, his appearance was immaculate and he tailored his content perfectly for us. Delegate feedback was excellent. We were very happy indeed and would happily recommend him to anyone who needs a message relating to service delivery and developing a mindset of exceeding customers’ expectations in the retail or service delivery sector. 10/10!” Salon Success Conference
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