Former Head of Customer Service, John Lewis and Director Engaging Service
Andrew specialises in employee engagement,
customer experience and the leadership 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.
Whether it’s public sector, not for profit
or a large multinational, Andrew places an emphasis on understanding what makes
(or can make) them different and special for their customers. Often different parts of an organisation
believe they have different purposes, but Andrew enables them to cut through
their differences in perception and experience. By uncovering inherent
values and a shared enthusiasm he brings about employee engagement and growth.
Andrew also looks at the roles of
leadership, communication, trust and enjoying work in creating success.
In presentations, he explains that great customer experience cannot be taught
but reflects a great internal culture. By developing a personality and
values that are realistic, honest, and shared, organisations can deliver a
degree of long lasting, competitive differentiation that few achieve, but many
Andrew has spoken at over 300 conferences
Check out the incredible speaker line-up to see who will be joining Andrew.