Apr 12, 2022
In this episode we dive deep into what can happen if an organisation turns its customer focus inwards. As an employee engagement specialist, Andrew shares with us his six-step framework for embedding a customer service culture and what he has learnt through his twenty-six years working at the John Lewis Partnership and most latterly, running his own consultancy business.
KEY TAKEAWAY
“Leading is bringing people together to coalesce around a core objective. To be proud of what they do. Taking pride in looking after each other and their customers whilst enjoying themselves. Having fun at work as s a result.”
ABOUT ANDREW
Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross. He held several different roles before being asked to lead on customer service for the department store division, where he developed JLP’s market-leading culture and attitude towards customer service and sales. That customer-driven culture is something that is synonymous with the John Lewis brand and during his tenure John Lewis won many awards for customer service and were frequently cited in the media as a leading customer-oriented organisation. In 2012 Andrew set up his own consultancy specialising in employee engagement, customer experience and the leadership to create the link between the two. He is in demand internationally as a conference speaker, facilitator, and chair.
CONNECT WITH ANDREW
LinkedIn: https://www.linkedin.com/in/andrew-d-mcmillan-5133677/
Engaging Service website: www.engagingservice.com
ABOUT THE HOST – MEL LOIZOU
Mel is a Consultant, Coach, Facilitator, Speaker, Podcast Host & Mum. Specialising in leadership and change management in the Higher Education sector, Mel uses her Fish Climb Trees philosophy to help individuals, teams and organisations, shift from that place of believing they can’t, to one where they know they absolutely can.
If you would like Mel to help you with your leadership and change management challenges, then please book a free 30 min call via https://calendly.com/melloizou/initialchat
Check out Mel’s Book, When Fish Climb Trees*: When Fish Climb Trees
Check out Mel’s TEDx Talk, Ditch Your Fishnets, Boost Your Resilience: https://www.ted.com/talks/mel_loizou_ditch_your_fishnets_boost_your_resilience
CONNECT WITH MEL
https://www.linkedin.com/in/melloizou/
https://www.instagram.com/mel.loizou/
https://twitter.com/Mel_Loizou
https://www.fishclimbtrees.co.uk
HOSTED BY: Mel Loizou
DISCLAIMER
The views, thoughts and opinions expressed in this podcast belong solely to the host and guest speakers. Please conduct your own due diligence.
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