Andrew McMillan

Former Head of Customer Service, John Lewis
Andrew McMillan

Who Am I

Andrew headed the John Lewis Intelligence Team, with responsibility for customer service and analysis of demographic trends. He believes service tends to reflect internal culture; you can’t teach it and stick it onto an unhappy organisation. Even when cuts need to be made, Andrew argues that changes to process can often reduce costs while enabling service levels to be maintained, or even improved. The priority is to keep in touch with customers’ expectations. 


Andrew McMillan spent over 20 years with John Lewis Partnership, the last eight responsible for leading customer service across the department store division. Now an advisor to both private and public sectors, he is widely recognised for developing John Lewis’ much admired sales and service culture - consistently held up as an example of best practice. 


Andrew started as a management trainee in Brent Cross. He moved up the ladder to head a department in the flagship Oxford Street store, before switching from the shop floor to the Intelligence Team. They acted as an internal consultancy across all areas of service including strategy, product differentiation, demographics and customer analysis by catchment area. 


In presentations Andrew explains that customer service quality should reflect internal culture; you can't just teach it and stick it onto an unhappy organisation. And in a climate where many are making cuts, he argues that creating a distinct, discernable and appealing personality for a business through the employees, by viewing them as an asset rather than a cost, can deliver a degree of long lasting competitive differentiation few achieve, but many aspire to. 


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About Speaking Minds

When Speaking Minds was founded in 2007 in New Zealand, little did we envisage that this would grow into an international brand with offices in India and London in less than a decade. We set up the business to share what we had learnt, from the privileges we have had in our jobs – of access to knowledge. Bringing India to the rest of the world was our driving force.


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Our History

The dna of our business is genuinely about sharing knowledge with the world, from thought leaders and experts who are notable achievers in their field. Raga D'silva quit her highly successful corporate career in New Zealand in 2007, to set up a dream business of connecting knowledge, insights, motivation from exceptional talent with the corporate world, globally.


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