The Dunvegan Group – Business Retention Specialists!

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 you are concerned about increasing sales, growing revenues or reducing churn, we will help you to understand what is important to your customers, your employees and other audiences, where you can leverage your strengths and your opportunities for improvement, and together we will develop priority actions to move your business forward.

Usually, this will mean some change in how you conduct your business and we know that change is a scary word for many people. Research and practical experience have shown that engaging your audiences in defining the required changes, having them “own” the change initiative and providing consistent, gentle reminders (nudges) leads to the successful adoption of new ways of thinking and behaving.

And of course, measurement is critical. We establish benchmarks and measure change over time using proven Key Performance Indicators (KPIs), both yours and ours.

We set you and your team up for success by assessing readiness, supporting internal culture evolution, measuring performance, and identifying priority actions. The Dunvegan Group monitors performance and delivers training, coaching and mentoring to help your team adapt.

Our programs are typically self-funding. Your Return on Investment (ROI) is at least 2:1 achieved through business retention, increased revenues and reduced churn.

Let’s Talk!

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

Schedule a Call with our
Vice President, Research Dr. Olev Wain, Ph.D.

“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

Doug VanderspekPresident, Trailer Wizards

“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.”

Sharlene MassieCEO, About Staffing

“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.”

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.”

Tim HolmesPartner, Elmira Poultry

“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…”

Serge PérignonMarketing Manager, Ryder

“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.”

Gord BoxSenior Transportation Industry Executive

“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!”

Michael BillingsDirector Marketing Research, ARAMARK Uniform Services

“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.”

Lucas EscaladaCorporate Communications Specialist, Indiana Toll Road

“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.”

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 expectations, as well as necessary make organizational changes.

We also engage your team in simulating best practices for customer care follow-up 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

April 12, 2022
Customer Satisfaction Is Not Always Necessary For Customer Retention

Customer Satisfaction Is Not Always Necessary For Customer Retention   Yes, read that again … Customer Satisfaction Is Not Always Necessary For Customer Retention. There’s a shocking idea and one I am certain you want to reject. How is it...

May 14, 2020
The Role of Recommendation in The B2B World

The Dunvegan Group develops programs for managing client relationships to maximize client retention– and what ‘works’ for retaining clients is often the same for winning new clients. Our clients are primarily Business-to-Business (B2B) companies – those providing high-value business products,...