Customer service specialist Andrew McMillan, formerly of John Lewis, has been confirmed as the keynote speaker for the 2015 High Street Conference, organised by the British Independent Retailers Association (bira) for its members and suppliers.
Andrew spent over 20 years with John Lewis Partnership – the last eight of which he was responsible for customer experience across the department store division. That customer experience culture is something that has now become synonymous with the John Lewis brand and during Andrew’s tenure John Lewis won awards for customer service from Which?, Verdict and ‘Retail Week’ and were frequently cited in the media as a leading customer-oriented organisation. Recognised as an expert in the field, he regularly advises organisations on their customer service strategy.
His address will carry the conference theme of ‘Building the Future Together’ and will have a focus on the customer experience. He believes service quality should reflect a company’s internal culture and so will discuss how, by viewing employees as an asset rather than a cost, it is possible to deliver a degree of long-lasting competitive differentiation.
The Conference, which is hosted by TV garden expert and designer David Domoney, will encompass a mix of current topics from the independent retail industry along with networking, an interactive expo and industry awards. The event takes place on Wednesday May 13 at Chesford Grange Hotel in Warwickshire. Visit www.thehighstreetconference.co.uk for more information and to book a place.