Andrew McMillian – Head of Customer Service, John Lewis

As Head of Customer Experience for John Lewis, Andrew was responsible for customer service and analysis of demographic trends. Overall, Andrew spent 28 years at the leading retail brand.

With a fascinating insight into a company known for its customer service, Andrew covers how delivering a great customer experience starts with your employees. Starting with the question of “why do I do what I do?”, he goes on to outline how his experience from the world of retail can be applied to your business.

You’ll even understand why a master of customer experience loves Ryanair…

Themes covered:

Your purpose

Customer experience strategy

Differentiating

Empowering your staff

Engaging your employees

Branding