WHO WE ARE

The Dunvegan Group

Business Retention Specialists!

Organizations like yours have been coming to The Dunvegan Group for help in achieving their business outcomes for more than 25 years. We work with business leaders like you to leverage the voices of your stakeholders, your customers, employees, vendors and shareholders, to build 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 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 change in how you conduct your business and change is a scary word for many people. Over the years, we have learned what doesn’t work when it comes to leading and embedding changes in organizations. 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 leads to successful adoption of new ways of thinking and behaving.

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

We are with you through all stages of the program. For instance, we set you and your team up for success by assessing readiness, supporting  internal culture shift, measuring performance and identification of priority actions. Consulting support includes helping you prepare to deal with  major customer issues, and changes in standard operating procedures. The Dunvegan Group monitors performance and delivers training, coaching and mentoring to help your team adapt.

Expert Senior Consultants work directly with your executives and management teams to extract maximum value from our programs. Your typical Return on Investment (ROI) when we are working on business retention is at least 2:1 which means our programs are self-funding!

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 President, Anne Miner

“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.

READ MORE ↠

TESTIMONIALS

What Clients Are Saying About Us

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

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.”

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 receiving customer feedback and responding in a manner tailored for the specific individual customer contact.

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

VIEW MORE ↠

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. 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 both improved.

VIEW MORE ↠

Our Blogs

Latest News & Articles

June 14, 2019
How to Differentiate Your Business

How can you make your business stand out from the crowd? This is a question that many business leaders ask themselves. For more than ten years, our Principals have worked with Business-to-Business (B2B) Companies helping them to build competitor-resistant customer relationships....

June 4, 2019
Customer Care Rules

Customer Care Rules You already know that a "one size fits all" approach to customer care is unlikely to succeed in building strong relationships with all of your customers - right? And, you know that applying the Golden Rule, "Treat...