Andrew McMillan

Andrew McMillan

Topics:
Business Speakers
Change and Turnaround Speakers
Marketing & Branding
Retail Speakers
Sales/Customer Service

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Andrew McMillan Biography

After 28 years with John Lewis, responsible for the legendary customer service which defines the success of the organisation, Andrew McMillan – warm, charming, a great storyteller with heart and substance behind his message – is one of Speakers Corner’s most popular after dinner and business speakers.

Breaking the facts down to a theoretical level, Andrew talks about engagement as a differentiator – as with John Lewis, the whole team has to be brilliant with the customer the whole time for a consistent customer experience. He is as engaging as the message he conveys, and his passion for delivering unbeatable service to the customer is reflected in his unwavering connection with every audience he addresses.

Andrew’s career began 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 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 and 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.

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.

Speaking Topics

As a customer service expert, Andrew is in high demand as an after dinner speaker, keynote speaker and motivational speaker.

Developing a distinct and differentiated customer experience delivered through employees to define the brand
Organisational development to deliver enhanced customer service
Defining and shaping organisational culture
Effective internal communications
Fun at work to improve commercial success and productivity
Leadership and customer service
Selling though service and relationships
Managing customer complaints to enhance reputation

For further information or to book Andrew McMillan, call us on +44 (0)20 7607 7070 or email info@speakerscorner.co.uk

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Andrew McMillan Video

Andrew McMillan Speaker Showreel - Click play to watch a short sample video clip of Andrew McMillan. For more information on Andrew McMillan please contact one of the Speakers Corner booking agents on +44 (0)20 7607 7070 or email info@speakerscorner.co.uk

Andrew McMillan News

A selection of relevant news related to Andrew McMillan, After Dinner Speakers and Keynote Speakers, Business Speakers, Change and Turnaround Speakers, Marketing & Branding, Retail Speakers and Sales/Customer Service stories. For more information on Andrew McMillan or details as to how to book Andrew McMillan for your corporate event, please contact one of the Speakers Corner booking agents on +44 (0)20 7607 7070 or email info@speakerscorner.co.uk

Sir Terry Leahy Adjusts to Life After Tesco

11th April 2013

Business speaker and former CEO of Tesco, Sir Terry Leahy stepped down from his position at Tesco in 2011 at the age of 55, he has since started working with several charities, invested in small businesses and written a book.

Top 10 Speakers for 2012

27th December 2011

As the year draws to a close, Speakers Corner looks forward to the promise of the intriguing and opportune months ahead. 2012 is set to be a year of economic optimism, business innovation and a host of rising stars on the corporate circuit – all primed to motivate, educate, stimulate and entertain.

Mary Perkins Wins Director of the Year Lifetime Achievement Award

2nd November 2011

Director Magazine has awarded Dame Mary Perkins, Specsavers queen, entrepreneur, and retail keynote speaker, the Director of the Year Lifetime Achievement Award.

Entrepreneurs’ Forum Boasts Speakers Corner's Best

20th May 2011

The North East of England is the venue for the Entrepreneurs’ Forum, where a handful of Speakers Corner’s top talent take the stage to inspire business leaders and aspirational executives from all over the UK. Hamish McRae, Sarah Willingham, Tim Smit, James Timpson, James Cracknell, and Simon Calver are all on the programme, as are Kanya King, Douglas McWilliams, Karen Mattison, John Timpson and Richard Huntingford – all inspiration and charismatic public speakers.

Jacqueline Gold Talks Rebranding

13th January 2012

Businesswoman and keynote speaker Jacqueline Gold, who brought Ann Summers parties into living rooms across Britain, spoke to Director Magazine about her journey which turned the sex shop chain into a multimillion-pound business and a high-street name.

Mary Portas Warns of High Street ‘Crisis’

14th December 2011

Retail expert Mary Portas has warned that many UK High Streets may be lost after years of “erosion, neglect and mismanagement”, unless shops and councils work together to regenerate them.

Luke Johnson’s New Business Book Hits the Shelves

1st September 2011

Luke Johnson, the business brain behind Pizza Express, launches a new book - START IT UP: Why Running Your Own Business Is Easier Than You Think.

Tony Fernandes and Arianna Huffington Amongst 100 Most Creative People In Business

2nd June 2011

Entrepreneur Tony Fernandes; media mogul Arianna Huffington; facebook genius Chris Cox and happiness expert Tony Hsieh, are some of the top names on a list of the 100 Most Creative People In Business, compiled by industry magazine Fast Company.

Ian Livingstone, Ajaz Ahmed, and other Speakers Corner Talent in Wired Top 100

3rd May 2011

Speakers Corner’s top talent is elevated to the technology elite as Wired Magazine publishes its second annual survey of the UK’s digital power brokers. Featured as leaders in the field are Ian Livingstone , Ajaz Ahmed, Brent Hoberman, Bruno Giussani, Jamie Murray Wells and Stephen Fry.

Ted Global 2013 Takes Place in Edinburgh

11th June 2013

This year’s Ted Global conference is taking place in Edinburgh at the Edinburgh International Conference Center. Some of the world’s most accomplished speakers will take to the stage to talk about the political, economic and environmental issues that we face in today’s society.

Andrew McMillan Reviews

Andrew McMillan has spoken and appeared at a number of recent corporate events. Please find some client speaker testimonials and reviews for Andrew McMillan for a number of these events and conferences. If you would like some additional information as to how to book Andrew McMillan for your corporate event, then please contact one of the Speakers Corner booking agents on +44 (0)20 7607 7070 or email info@speakerscorner.co.uk

Likeable. Humourous. Well prepared. Informative. Well received. Definitely work with Andrew again.
Kate Selley PR

Very professional, motivational and had just the right mix of business and fun to ensure the desired outcomes were reached.
Magnet Group

Andrew was an excellent speaker at our Senior Management Conference and was extremely well received by our CEO, Directors and Managers. We would have no hesitatation in recommending Andrew to other companies.
Jardine Motors Group UK Ltd

Very inspirational, maintained a good tone throughout, every attendee was engaged. 4 days later and it is still the main topic of conversation. Hit exactly the right note and tailored for relevance. Highly recommended for any sector!
Greene King

Excellent!
Lincolnshire Practice Managers Development Group

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. He has a very engaging tone and manner which meant the audience were actively engaged throughout his session.
Capital One

Andrew was really engaging and insightful and delivered exactly what we wanted. His talk really tied together everything that our delegates had been discussing during the day and his extensive knowledge of customer service really came across.
Intercontinental Hotel Group

Clear and engaging speaker that effectively communicated to the audience an appreciation and insight into our business.
Home Group

Andrew has a fascinating story to tell about his systematic approach to making the John Lewis business more responsive to consumer needs. His approach was very professional and his interactive speech was a very valuable input into our team event.
BP Ultimate

Q & A with Andrew McMillan

Andrew McMillan answered some probing questions for Speakers Corner. For speaking secrets revealed - read on! To book Andrew McMillan for your event, please contact one of the Speakers Corner booking agents on +44 (0)20 7607 7070 or info@speakerscorner.co.uk

Speakers Corner: How did the corporate speaking start?

Andrew McMillan: I used to speak publicly on behalf of John Lewis when I worked for them and really enjoyed attending the conferences and meeting such a variety of people. After I left I was approached by a couple of organisations who had heard me speak before and it all developed from there.

Speakers Corner: Can you remember your first speaking engagement?

Andrew McMillan: It was for the University of Buckingham shortly after I had been made responsible for customer service at John Lewis. I remember being terrified, not only at the prospect of speaking to a large unknown audience, but that I presented the right corporate impression for John Lewis too. The audience were very kind and, at least retrospectively, I really enjoyed it.

Speakers Corner: And your last event?

Andrew McMillan: My last event was for Carillion construction and it was fascinating to be involved with a business sector to which previously I’d had no exposure.

Speakers Corner: Which event has been your favourite and why?

Andrew McMillan: I think my favourite would have to be my first overseas event which was in Dubai. It was equally exciting and daunting to speak to a culturally very different audience for the first time so far from home. I’ve been back on several occasions since, and although they have all been great, nothing is quite like the first time you stand before 300 people in a foreign country. The fact I was there for four days in November to escape the UK winter was a bonus too!

Speakers Corner: How can a business quickly transform its reputation for customer service?

Andrew McMillan: Quickly and reputation are words that don’t sit comfortably together – reputation is won over the longer term. That said, the sooner you start to develop a defined and consistent customer experience the faster your reputation will develop. It also depends on the age and size of the business along with their starting point. A smaller business can often turn around reputation much faster than a large established one, but in my experience any organisation should be able to demonstrate a positive degree of change within a 12 months if they really commit enough effort to it.

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