Andrew McMillan: Successful Company Structure

In this video, customer service expert and former John Lewis Director, Andrew McMillan, speaks to successful company structure. He shares that successful companies start with employees, not customers. If you improve the employee experience, you will have reduced costs through improved productivity and reduced costs through lower employee turnover. You don’t have to have the best product in the world – it’s great if you do – but you have to have a good and viable product with efficient processes.

Andrew specialises in employee engagement, customer experience and the leadership required to create the link between the two. Previously, he spent 28 years working for the John Lewis Partnership, starting as a management trainee to becoming responsible for customer experience across the department store division.

Andrew’s aim is to make individuals and organisations happier and more fulfilled through a sense of collective purpose, so they engender trust, loyalty and advocacy from their customers while becoming more productive and, as a consequence, more profitable. He helps organisations join up their own internal dots to create their unique link between employee engagement and consistently great customer experience.