The Dunvegan System™ provides the foundation and processes for embedding an enhanced customer care culture in your organization.

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We listen to your internal employee team as well as your customers/clients to assess the strength of the bonds with your company.

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We deliver customized training and measures, identify priority actions, mentor and coach your team to utilize our tools and best practices to improve both customer/client and employee retention.

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Capture the voice of your customers/clients and your employees to build sustainable competitor-resistant relationships.

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WHO WE ARE

Our Company

Helping B2B Companies Thrive and Grow!

For more than twenty-five years, The Dunvegan Group has been collecting customer feedback to bring executives insights that will effectively change how they do business with customers.
From our early beginnings, we have worked with national and global clients to strengthen their bond with customers, thereby improving customer retention and revenue retention.
Business Relationships are dependent upon personal interactions between your employees and your customers; Business Retention requires companies to retain engaged employees who are focused on your customers.
Our approach to Customer Retention Consulting (and Employee Retention Consulting) embraces measurement technologies and the need for organizational change. We are with you through all stages of the Customer Care & Retention™ program, from data collection through to support in dealing with major customer issues and changes in standard operating procedures; we provide training, coaching and mentoring to help your team adapt.
Our senior consultants work directly with executives and management teams to ensure maximum value is extracted from our programs.

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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WHAT WE DO

Customer Care & Retention™ Programs

Tailored to your budget and organizational readiness.

Each program begins with a Preparation Phase where we introduce The Platinum Rule®, treat other people the way they want to be treated, to the leadership team and key customer-facing personnel. This sets the stage for receiving customer feedback and responding in a manner tailored for the specific individual customer contact. We also introduce your team to all of our tools and engage them in simulation of best practices for customer care follow-up to embed The Platinum Rule® philosophy and best practices into your company culture.

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Employee Care & Retention™ Program

Engagement Impacts Both Customer and Employee Retention.

The Employee Care & Retention™ (ECR™) Program is based on the same foundation as our Customer Care & Retention™ Programs. When organizations enjoy a high level of engagement among their customer-facing personnel AND embed The Platinum Rule® into their culture, employee and customer retention are improved.

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CCR BASELINE™

In the CCR BASELINE™ Solution, customer feedback is collected via an on-line questionnaire which is distributed to your customer contacts via email, thus minimizing the labor component of this CCR™ Program.

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CCR PLUS™

The CCR PLUS™ Solution incorporates all of the elements of the CCR BASELINE™ Solution plus additional customer feedback through open-ended questions exploring what customers value about their relationship with your organization.

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CCR PREMIUM™

The CCR PREMIER™ Solution incorporates all of the elements of the CCR PLUS™ Solution and utilizes telephone interviews as the primary method of capturing the voice of your customers. This method engages expert executive interviewers which dramatically increases participation in your CCR™ Program.

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ECR™

The Employee Care & Retention™ (ECR™) Program is based on the same foundation as our Customer Care & Retention™ Programs: The Platinum Rule®. Some organizations choose to stabilize and enhance their culture by embedding the philosophy of, “Treating Other People The Way They Want To Be Treated”.

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TESTIMONIALS

What Clients Are Saying About Us

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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.”

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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. We have been able to create an overall operational plan to take us into the future with increased market share through repeat business from existing clients and referral business.”

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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.”

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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…”

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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.”

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Gord BoxSenior Transportation Industry Executive

“As 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!”

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Michael BillingsDirector Marketing Research, ARAMARK Uniform Services

“The service provided by 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.”

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Our Blogs

Latest News & Articles

April 8, 2019
10 LEADERSHIP LESSONS FROM CANADA GEESE

1. Create more leaders: The best leaders create more leaders! Canada Geese work together to raise their goslings, teaching them to be good parents, to protect one another and to remember the route (South in Fall and North in Spring). They take...

March 21, 2019
6 Customer Research Myths ~ Debunked

6 Customer Research Myths ~ Debunked In discussing Customer Care and Retention Research with potential clients, I am hearing comments reflecting 6 specific beliefs about customer research. These beliefs have evolved based on the technologies available and the media coverage...

Let’s Talk!

To learn more about how we can help you build competitor-resistant relationships with customers and employees to retain your customers, revenues and and the talent to serve customers, thrive and grow your business.

Schedule a call with our President, Anne Miner