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Charteris House, 39/40 Bartholomew Close, London, EC1A 7JN
Contact : Andrew McMillan
Charteris is a business and IT consultancy with practices in the retail, government, services and financial sectors. 'Customer centricity' consulting focuses on reviewing and streamlining processes for organisations to ensure they offer the best service at a minimal cost. Customer experience consulting helps organisations to define and shape their internal culture and externally reflect that to deliver a differentiated level of service through their people.
I spent most of my career at John Lewis, starting as a management trainee, and subsequently held a number of operational trading roles across several branches, culminating in running the furniture floor at Oxford Street. I then moved to head office and spent three years working as an internal consultant, reviewing competitors' activity across product, environment and service to provide the directors with a view on John Lewis' strengths and weaknesses.
For my last eight years I was responsible for customer service across the department store division and focused on delivering a consistent level of service across the shops that became synonymous with the brand. During that time John Lewis won awards from Which?, Verdict and Retail Week.
Since moving into consultancy, I have supported both small and large organisations in the government, financial, service and retail sectors in developing differentiation in their customer service. Find me on LinkedIn.
Every firm has its own culture, good or bad. However, the best businesses carefully cultivate their own positive culture, as Andrew McMillan explains in this third part of his series on customer serviceCustomer focus is an essential part of any successful business. And that focus has to be integral to the culture of the business, not bolted on. Defining that culture is a key step in bringing it to life…
This series of articles is about what it takes for any organisation to deliver a consistent and distinctly identifiable quality of service through its employees. I would welcome, and will respond to, any comments or thoughts of your own that you may wish to add as we go…