At the Expo Management-run event, which takes place at Birmingham’s National Exhibition Centre on 12 and 13 March, McMillan will give an insight into the company’s attitude towards customer service and sales in a talk entitled ‘What the travel, meeting and live event industry can learn from John Lewis’.
McMillan began his career as a management trainee with the John Lewis Partnership at Brent Cross and moved up through the management ranks.
He has led a number of selling teams in various John Lewis branches, as well as working in head office taking charge of the company’s customer-centric intelligence team. For the last eight years at John Lewis, McMillan was responsible for customer experience across the department store division.
After working at the business for 28 years, he set up his own company, Engaging Service, to offer an insight into customer service strategies.
Mark Griffin, event director said: "The name John Lewis has become synonymous with quality customer care and service and has gained significant recognition with customer service awards from Which? and Retail Week.
"We are delighted that Andrew will be sharing his experiences and insights at the show. There is no doubt that the industry can learn how the practices of John Lewis can be transferred to the tourism and meeting sectors."
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