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Andrew McMillan

Andrew McMillan

Charteris Plc

Principal consultant

Charteris House, 39/40 Bartholomew Close, London, EC1A 7JN

Contact : Andrew McMillan

Company description

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.

About the expert

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.

Articles by this expert, by highest rating

  • Creating a positive culture in your business

    Last time I attempted to put into some context the importance of business culture in the overall operating model and consequent customer experience. In this piece I hope to give some thoughts as to how it can be identified and managed to positive effect…

  • The importance of recruiting the right staff

    Your members of staff are the key to delivering top-notch customer service. In the fifth part of his series on customer experience, consultant Andrew McMillan explains why recruiting the right staff is vital…

  • Delivering customer satisfaction

    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…

  • How to shape the attitudes of your employees

    In the fourth of his series on customer experience, consultant Andrew McMillan looks at how employers can change the attitudes of their staff…

  • Putting the focus on your customers

    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 service…