A clear reward-and-recognition strategy can have a disproportionately positive effect on your organisation
So, from previous pieces we now have a definition of our customer experience and have communicated it clearly and regularly to staff and customers, writes former John Lewis executive Andrew McMillan.
The latest column for AM from ex-John Lewis head of customer service and principal at Engaging Service, Andrew McMillan.
Andrew McMillan, principal at Engaging Service and ex-John Lewis customer service manager, explains why he feels so strongly about the relevance of customer experience as a commercial differentiator in his latest column for AM.
A distinctive and consistent customer experience – that’s what we all aspire to deliver, isn’t it?
So, after 28 years at John Lewis department stores I decide to leave and become a consultant in 2008. Not the best year to have chosen to leave a secure corporate job, but who saw all this economic turmoil coming then?
