eBOOKS
The Dunvegan Group offers three ebooks written by its senior leaders to help companies understand, prepare for, and act upon the information captured through our Revenue Preservation Programs — also known as Voice of the Customer. Our leaders share the research behind The Business Retention Index and what it takes to build customer relationships that hold, even under competitive pressure.
E-Book
B2B Customer Feedback Programs — Things to Think About Before Starting One
This book will tell you how to find out what your customers are actually thinking and feeling about your organization — not just how satisfied they say they are. Anne Miner guides you through the Platinum Rule and the research behind it, showing you how to build customer relationships resilient enough that your customers stay, and your revenue is protected.
E-Book
Dunvegan Customer Experience Essentials
Here are 50 easy ways to create customer experiences that hold up under competitive pressure. Apply one new idea each week — practical behaviors, grounded in the same research behind the Business Retention Index, that protect your revenue one relationship at a time.
E-Book
B2B Customer Retention – Identifying And Managing At-Risk Customers
Learn the three critical factors that contribute to customer retention, and how to detect which customers are genuinely at risk — not which ones simply report lower satisfaction. Apply retention strategies where they’ll have the greatest impact on revenue.
KNOWLEDGE CENTER
Dunvegan Podcasts on Customer Satisfaction
In these podcasts, Anne Miner and Denny Grim of Sound Business unpack the difference between keeping satisfied customers and keeping customers satisfied — and why that distinction matters more than most companies realize.
Each episode connects an element of business leadership to customer focus, showing where small adjustments improve the experience of significant customer segments and increase retention.
You’ll learn that even your most satisfied customers may be at risk of defecting — because satisfaction doesn’t predict which of these two situations a customer is in:
- They believe a competitor could serve them better.
- There’s little or no friction involved in making the switch.
Invest five minutes per episode — an hour total — to understand the research behind The Dunvegan Group’s approach. Each session is thought-provoking and actionable.