Andrew McMillian – Head of Customer Service, John Lewis

"Customer experience starts from the inside out"

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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

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