Engaging Service

Engaging Service specialises in in employee engagement and customer experience, founded by Andrew McMillan who spent the first 28 years of his working life with the John Lewis Partnership. In Andrew was asked to lead on customer service for the department store division. The role not only saw him manage chain-wide customer complaints but develop JLP’s market-leading culture and attitude towards customer service and sales with the 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. While at John Lewis, Andrew advised many other non-competing organisations on their customer service strategy and became recognised as an expert in the field. Andrew has spoken on the subject at conferences worldwide and has had many articles published in specialist publications and the national press. He also is chair of the Customer Experience Committee for the British Council of Shopping Centres.