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Andrew McMillan

Charteris Plc

Principal consultant

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Contributions

Charteris Plc

Charteris House, 39/40 Bartholomew Close
London
EC1A7JN

About the company

Sword 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 to ensure organisations 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 Andrew McMillan

Andrew spent most of his 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. He 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 his last eight years Andrew 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, Andrew has supported both small and large organisations in the government, financial, service and retail sectors in developing differentiation in their customer service.

ANDREW'S CONTRIBUTIONS

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Delivering customer satisfaction

Andrew McMillan explains how companies can deliver consistent and identifiable quality of service through its employees by looking at three key areas....

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How to shape the attitudes of your employees

How do you shape the attitudes of your employees? This article looks at how employers can change the attitudes of staff to create a positive culture....

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Recruiting staff for better customer service

Your members of staff are the key to delivering top-notch customer service. We explain why you should hire – and fire – for attitude....

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Putting the focus on your customers

Customer focus is essential to success in business. Expert Andrew McMillan explains how to place customers at the centre of your business culture....

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Creating a positive culture in your business

Company culture amounts to 'the way we do things around here'. But how do you shape that in practical terms and what is a good culture?...