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Executive learning

London Speaker Bureau’s (LSB) Executive Learning service is a selection of masterclasses for executives and senior managers. Each masterclass is led by an expert and tailored for groups of any size to meet specific organisational needs.

Keynote Speakers

Keynote speakers who deliver a powerful message in a way that captivates an audience can ensure an event is memorable for many years.

Boardroom Advisory

Former heads of state, chairmen and senior directors, our advisors have extensive experience and insights into running successful organisations.Company boards and CEOs frequently work in isolation, cut off from the realities and challenges of the everyday corporate world.

Andrew McMillan – Keynote Speaker

Responsible for the legendary customer service which defined the success of John Lewis

Looking for fees and availability for Andrew McMillan?
keynote speaker Andrew McMillan

Specialist Subjects

  • Customer Experience
  • Employee Engagement
  • Consumer Behaviour and Trends
  • Organisational Development
  • Organisational Culture
  • Authentic Marketing
  • Future of Retail

Language

  • English

Andrew McMillan – Keynote Speaker

Responsible for the legendary customer service which defined the success of John Lewis

Looking for fees and availability for Andrew McMillan?

Want more information about Andrew McMillan?

Enquire to get Andrew McMillan's fees and availabilty for you next event

keynote speaker Andrew McMillan

Andrew McMillan
Responsible for the legendary customer service which defined the success of John Lewis

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Biography

Andrew McMillan specialises in employee engagement, customer experience and the leadership required to create the link between the two. Previously, he spent 28 years working for the John Lewis Partnership.

McMillan started his career as a management trainee with the John Lewis Partnership in North London. He quickly moved up through the management ranks and led a number of selling teams in different branches, culminating in heading a department in their flagship Oxford Street branch.

From there he moved to the head office to take charge of the department stores’ Intelligence Team. They acted as an internal business consultancy, reporting on competitive strategy, product differentiation and value, catchment area demographics for new branches and customer experience.

In 2000 McMillan was asked to lead on customer experience for the department store division. The role saw him develop John Lewis’s market-leading culture and attitude towards customer experience and sales with the 30,000 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. During his tenure John Lewis frequently won awards for customer experience from Which? Verdict and Retail Week and were regularly cited in the media as a leading customer oriented organisation. He was also responsible for the management and resolution of the group’s customer complaints.

McMillan’s aim is always to make individuals and organisations happier and more fulfilled through a sense of collective purpose, so they engender trust, loyalty and advocacy from their customers while becoming more productive and, as a consequence, more profitable. He also looks at the roles of leadership, communication, trust and enjoying work in creating success. In presentations, he explains that great customer experience cannot be taught but reflects a great internal culture.

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