Andrew McMillan from Engaging Service addressed delegates at The Travel Network Group’s overseas conference in Bled, Slovenia, to offer advice on customer experience for commercial benefit.


McMillan, who is currently an advisor to the private and public sectors, spent 28 years at John Lewis. Key points that he highlighted to attendees were to improve staff experience first and foremost, as in doing so this leads to reduced costs through improved productivity and lower staff turnover. McMillan also urged delegates to improve their customer experience to lead to increased revenue through customer loyalty and customer advocacy.

He said: "Look after each other. Create a fabulous working environment as this is key as it sustains quality service because the relationship you have with each other at work reflects externally to your customers. Suddenly then you have your customers trusting you and then you can really develop your business."


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