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The Dunvegan Group – Your Business Retention & Customer Loyalty Specialist!

The Dunvegan Group helps organizations like yours improve business retention. We capture the voice of your customers (VOC), the voice of your employees (VOE), the voice of your vendors, shareholders and other stakeholders, to interpret and identify priority actions, and we show you how to build strong relationships that create better business results.

Whether your goals revolve around boosting sales, expanding revenues, or minimizing churn, The Dunvegan Group is here to assist you. We specialize in providing a comprehensive understanding of what truly matters to your customers, employees, and other key audiences. By identifying your strengths as well as areas for improvement, we uncover opportunities for growth. Together, we will develop a set of priority actions that propel your business forward.

Invest in Your Business’s Future – Contact The Dunvegan Group for Improved Customer and Employee Retention

Implementing improvements that will positively impact your customer or employee retention will require adjustments to your business practices, and we understand that change can be intimidating.

Extensive research and practical experience have demonstrated that involving your stakeholders in defining the necessary changes, fostering their ownership of the change initiative, and providing consistent and gentle reminders (nudges) greatly contribute to the successful adoption of new mindsets and behaviors.

Measurement plays a critical role in this process. We establish benchmarks and utilize proven Key Performance Indicators (KPIs), both yours and ours, to track progress over time. This enables us to monitor the impact of the changes implemented and ensure that your business is moving in the right direction.

Anne Miner, President

Let’s Talk!

To learn more about how we can help you create better business relationships for better business outcomes  …

Schedule a Call With
Anne Miner, President

Expert Customer Service Consultants

At The Dunvegan Group, we are committed to setting up you and your team for success. Our satisfied clients have experienced the benefits of our comprehensive approach, which sets the foundation for success.

Discover the benefits of our expertise in assessing readiness, supporting internal culture evolution, measuring performance, and identifying priority actions. Rest assured, we continuously monitor performance and provide tailored training, coaching, and mentoring to ensure seamless adaptation.

The best part? Our programs are designed to be self-funding. You can expect a minimum return on investment (ROI) of 2:1, achieved through enhanced business retention, increased revenues, and reduced churn. Experience the transformative power of our solutions and witness the tangible benefits a Dunvegan Group customer service consultant can bring to your organization. Learn more about us and join our roster of satisfied clients on the path to success.

“We are drowning in information while starving for wisdom. The world henceforth will be run by synthesizers, people able to put together the right information at the right time, think critically about it, and make important choices wisely.”

Edward O. Wilson, the pioneer of sociobiology and a two-time Pulitzer prize winner.

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TESTIMONIALS

What Clients Are Saying About The Dunvegan Group

We knew something had to change at HeadStart, but without the help of Anne Miner, President and Senior Consultant at The Dunvegan Group, we wouldn't have known what changes to make.
Her methodology and calm approach to get feedback allowed us to really hear what our clients were saying.
After implementing changes based on Anne's work, we experienced increased retention and growth as a result. I recommend Anne's approach and services for every founder or leader looking for tangible answers to determine the right path for their company.

Susan VartyCEO, Headstart Copywriting

Anne performed a key role in creating a level of self-awareness that was instrumental in this change. In addition her practical knowledge and experience provided in depth insights that enabled challenges to be overcome and barriers to be removed.
Anne Miner has been of great help to me at Monaghan Mushrooms. She is a pleasure to work with and I am delighted to have an opportunity to recommend her as a Trusted Advisor and look forward to continuing our collaboration.

George GrahamCommercial Director, North America, Monaghan Mushrooms Ltd.

With the help of The Dunvegan Group, we developed a customer-focused culture, increased our retained business (both customers and revenues) and attracted new business. Our on-going Customer Care and Retention™ program provided us the ready access to the “voices of our customers” as well as valuable key performance indicators for our Balanced Scorecard. By listening to the feedback, and taking swift action, we demonstrated our commitment to both our customers and our employees ~ which stimulated tremendous growth.

Doug VanderspekPresident, Trailer Wizards

I genuinely feel that because of The Dunvegan Group’s reports, we have mended relationships with clients, especially ones we did not know we had problems with. We have far better tracking systems and a pumped-up results-based internal team. Our team has created an overall operational plan to take us into the future with increased market share through repeat business from existing clients and referral business.

Sharlene MassieCEO, About Staffing

You have seen our customer satisfaction program become an institution throughout the organization. I believe your constant vigilance to making it clearer and more user-friendly, as well as your willingness to invest your time in training and retraining, made a significant difference in how quickly we developed it. Equally valuable was your ability to translate what you learned about AUS’s customers in other insights and suggestions that clarified important issues. It has been a pleasure to work with you for these past five years.

Judith WeissVP of Marketing

You have seen our customer satisfaction program become an institution throughout the organization. I believe your constant vigilance to making it clearer and more user-friendly, as well as your willingness to invest your time in training and retraining, made a significant difference in how quickly we developed it. Equally valuable was your ability to translate what you learned about AUS’s customers in other insights and suggestions that clarified important issues. It has been a pleasure to work with you for these past five years.

Judith WeissVP of Marketing

Our Customer Satisfaction Measurement Program is a valuable tool for measuring performance company-wide – all employees are privy to the results as they are key performance indicators…

Tim HolmesPartner, Elmira Poultry

The service provided by The Dunvegan Group helped us to better understand our clients… a strong understanding of our company and our industry which allows them to provide us with valuable recommendations regarding our Customer Care and Retention Program.

Serge PérignonMarketing Manager, Ryder

As the leader of a large national organization, and one of Dunvegan’s first clients, we benefited greatly by using these management tools, with great support and guidance ... It gave our company a true competitive advantage!

Gord BoxSenior Transportation Industry Executive

The Dunvegan Group helped us to be proactive and resolve issues before the client contract expired … We were able to achieve several million in savings last year through rescued business.

Michael BillingsDirector Marketing Research, ARAMARK Uniform Services

The Dunvegan Group helped us research, develop, and deploy the systems needed to improve customer metrics. The input provided an elevated insight into customers, helping us shape our business to better suit traveler needs. Their team is timely, knowledgeable, and adaptive, giving us the confidence needed to deploy initiatives based on their reporting. A variety of customer-driven projects are currently underway, none of which would have been possible without the research and analysis provided by The Dunvegan Group.

Lucas EscaladaCorporate Communications Specialist, Indiana Toll Road

Programs

Customer Care & Retention™

Programs tailored to your organizational readiness.

Every Customer Care & Retention™ (CCR™) program begins with a Preparation Phase. This sets the stage for you to receive customer feedback (VOC) and respond to specific customer complaints, expectations and customer inquiries, as well as make the necessary organizational changes.

We also engage your team in simulating best practices for follow-up with customer accounts to embed The Platinum Rule® philosophy into your company culture.

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Employee Care & Retention™

Engagement Impacts Both Customer Retention and Employee Retention.

Employee Care & Retention™ (ECR™) Programs are based on the same foundation as our Customer Care & Retention™ Program. We use Voice of Employee (VOE) insights to build engagement among your customer-facing personnel AND embed The Platinum Rule® into your culture which improves both employee retention and customer retention.

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Our Blogs

Latest News & Articles

four people setting at a conference table with laptops
Dunvegan Blog

When Should New Approaches Be Anchored In An Organization’s Culture?

Introducing new approaches within a well-established organizational culture brings with it both opportunities and challenges. This complex process involves balancing the benefits of enhanced business agility and alignment with core…
overhead view of 3 people planning, calculating and discussing at a meeting table
Dunvegan Blog

How Cultural Strategic Thinking Plays a Part Within an Organization

Beyond products, employees, marketing, and operational efficiency, organizational culture stands as a pivotal driver of business success. Yet, many business owners remain unaware of its pervasive influence, extending even to…
work team meeting at a long wood table
Dunvegan Blog

Why is Organizational Culture So Difficult to Change?

The urgency for organizational culture change has never been more pronounced. With the advent of remote work and the speed at which business landscapes are changing, employee movement seems to…