WHO WE ARE

Our Company

Dedicated To Your 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.

Welcome to The Dunvegan Group!

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 both 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 both 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.

Download our e-Book to learn more about our Method and Metrics
Download Book — Click Here

We have a program tailored to your budget and organizational readinessEach program begins with a Preparation Phase where we introduce The Platinum Rule® to the leadership team and key customer facing personnel.

The Platinum Rule® encourages your employee community to develop their Emotional Intelligence (EQ), to be empathetic, and build on the strengths of one another. Overall, communication between employees and with customers are more effective when employees understand themselves and each other better, have new language to use and humor to diffuse friction.

The Platinum Rule® sets the stage for accepting customer feedback openly and responding in a manner tailored for the specific individual customer contact. We find that organizations which have embedded The Platinum Rule® in their culture achieve higher rates of both employee and customer retention.

Employees are also trained to utilize The Dunvegan Group’s Customer Care & Retention™ Tools and Techniques so they can follow-up and follow through with customers effectively.

Learn more about our Customer Retention™ Solutions here.

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 would like to be treated”, through the Employee Care & Retention™ Program before undertaking a CCR™ Program.

Employees complete an anonymous on-line questionnaire, during their work time; this ensures that virtually all employees will participate (some will be away on holidays or sick during the time questionnaires are to be completed).

Learn more about our Employee Retention Solution here.

Meet our customer retention consultant team…

Find out why we are different from other customer retention companies

Learn about our customer retention tools …

Read testimonials by some of The Dunvegan Group’s clients



		

Our Core Values

  • Be the Best: We set industry standards. We innovate to create optimal solutions.
  • Forward Thinking: We think ahead of the curve and challenge the status quo, focusing on exploration and discovery. “What’s next?”
  • Partners in Success: We are integral in each client’s business. We partner in their success as we help them build relationships with their customers and their employees.
  • Universal Collaboration: Many heads are better than one. We work together to identify problems, find solutions and realize results.
  • Deliver on Promises: We take pride in our integrity and we do what we say we will do, when we say we will do it.

WHO WE ARE

What Is The Dunvegan Difference?

We enjoy long-term relationships with our clients because of our commitment to your ongoing success.

1. We Are Partners In Your Success

We are consistently thoughtful and flexible. From your first interactions with us in the proposal stage, you’ll notice that The Dunvegan Group goes beyond the numbers to deliver actionable insights, and to provide solutions to meet your unique challenges.  We are sensitive to the people and culture of your organization and adapt our style of doing business accordingly. We are always on the lookout for innovative ways that our services can add more value to your organization.

2. Our Focus is On B2B

Our work has been almost exclusively in the B2B Sector;  all of our metrics and procedures have been developed for business services including managed services and professional services, with many having a consultative component in their service offering.

3. Our Proprietary Model For The B2B customer Decision Making Process – Whether To Stay or Go.

Based on our work with B2B companies over the past 20 years, we have developed the Service/Pain/Competitive (SPC™) model of the decision-making process followed by a customer when deciding whether to continue to do business with a company or to go elsewhere – this model incorporates the three  decision criteria your customer uses when making this decision.

  1. Service Excellence: How good is the service your company is currently providing (using any criteria the customer may consider relevant to the well-being of their business)?
  2. Pain Tolerance: How easy customers think it would be to switch to a competitor — is it more/less ‘painful’ to switch than to remain as a customer of your company?
  3. Competitive Offerings: What competitive service providers your customers are aware of — and how good customers think they are compared to your company?

The Dunvegan Service/Pain/Competitive SPC™ model explains that:

  1. Some satisfied B2B customers leave because it’s easy. “The switch was easy, and it will be just as easy to switch back if things don’t work out with my new service provider.”
  2. Some dissatisfied B2B customers stay because it’s too painful to leave! “The pain of staying and tolerating poor service is less than the pain or bother of switching.
  3. Some dissatisfied B2B customers stay because they have no better option. “I have no options or better options”

Evidently, “satisfaction” is neither sufficient, or in some cases necessary, to bind B2B customers to your company and retain their business!

By measuring the customers’ perspective on all three aspects of the SPC™ model, The Dunvegan Group created a new metric – the Business Retention Index™ (BRI™) – a better and more precise indicator of the strength of the bond between a customer and a B2B company. The BRI™ is a powerful early warning indicator of customers at risk of defection; it also identifies valuable customer advocates who will help to build your business through referrals.

4. We Have The Best Metrics For Anticipating Customer Retention

The Business Retention Index™

The Business Retention Index™ (BRI™) is the platinum indicator of customer retention because it gauges what your customer “will do about” their perceptions and feelings towards your business.  The BRI™ was formulated through over two decades of market research and direct application to client projects. Learn more about the Business Retention Index™.

The Business Essentials Index™

The Dunvegan Group has identified a set of seven service aspects that are common to all Business-to-Business relationships; these aspects consistently emerged across industries, size of business and range of services. For this reason, we have named them “Business Essentials” and the Business Essentials Index™ is a critical indicator of how well your company is delivering against customer expectations in these areas.

The Service Delivery Index™

The Service Delivery Index™ (SDI™) is specifically created for your company to reflect those service areas where you are both willing and able to adapt to customer expectations. These may be areas that you and your customers consider fundamental to the products and services your company offers, as well as aspects that specifically differentiate your company from your competitors.

The Problem Experience Profile™

Customers experience occasional problems and annoyances in doing business with all companies. The Problem Experience Profile™(PEP™) for your company reveals the types of problems, the seriousness of the problems and how well your company does at resolving customer problems.

Customer Advocacy Zone™

Will your customers recommend your company if asked? Will they encourage or discourage others to do business with your company? And what will they say? Are your customers advocating for you – which will lead to growth? Or are they critical and considering changing to another company? The Customer Advocacy Zone™ (CAZ™) reveals the answers to these critical questions.

Learn more about our metrics.

5. We Focus On Relationships

Improving relationships with your customers begins with improving relationships within your team. At The Dunvegan Group, we offer The Platinum Rule® customer focus training to all leaders, managers and customer-facing employees who are engaged in the customer retention program. The Platinum Rule® is a simple concept – “Treat others how they would like to be treated” (unlike the Golden Rule – “Treat others how YOU would like to be treated”). This basic training puts the human touch back into numbers and policies, helping our clients genuinely create better customer experiences. Learn more about customer focus training …

Fact: The Dunvegan Group is the only customer retention company that implements The Platinum Rule® standard within our own organization so that our representatives can sensitively interact with you and your customers. We set the tone for growing your business and recovering your customer relationships.

WHO WE ARE

Our Principals

A wealth of knowledge and experience

Our principals are customer retention specialists with more than two decades of experience helping organizations build customer-focused cultures.  ‘Customers’ include both internal and external stakeholders: customers, clients, patients, members, shareholders, students, employees, contractors and suppliers.

We invested in our own research to pinpoint the critical factors for customer retention. Our methods and metrics deliver results!

We show you how to use the power of  The Platinum Rule® ~ treat others the way they would like to be treated ~ to forge solid bonds with your customers.

Please contact us if you have a customer dilemma you’d like help addressing. If we are not the best solution for you, you can count on us to point you in the right direction!

Anne Miner, BA, MBA, CMRP

President & CEO
Anne Miner has unique ability to see possibilities. She is a consummate entrepreneur in constant motion driven to see everyone succeed!

Because she is a skilled facilitator, trusted CEO advisor, and sought after coach, Anne often leads executive teams through the rapids of change.  She brings clarity and vision as well as a strategic framework for implementation.

Anne helps people and companies realize their full potential through collaborative and continuous improvement because resilient relationships are key to retaining business and growing revenues.

Anne Miner is the Founder of The Dunvegan Group. She is also an International Speaker and author of several books on the topic of Customer Relationships and Customer Experience. She is a nominee for Canada’s CEO Trusted Advisor Aware and recipient of the University of Guelph’s Alumni Medal of Achievement.

Olev Wain, BA, MA, PhD

Vice President, Research (Dunvegan Fellow*)
Dr. Olev Wain received his PhD from the University of Toronto in Educational and Psychological Measurement and Evaluation. He joined The Dunvegan Group as a partner in 1989, following five years as Vice President and National Research Director with Baker Lovick Advertising (now BBDO Canada).

Dr. Wain is a master at simplifying complex problems. He is well respected for his mathematical and statistical expertise. Dr. Wain created our innovative programs for measurement and management of customer retention.

Customer satisfaction does not guarantee customer retention, so it is important to determine what the customer will do when it comes time to renew, or make their next purchase. The Dunvegan Group’s Business Retention Index™ (BRI™) is a direct result of Dr. Wain’s research to anticipate customer behavior.  Because the Business Retention Index™ is a strong indicator of customer retention, it identifies your advocates and your customers-at-risk.

Dr. Wain created The Dunvegan Group’s Key Retention Indices: Business Retention Index™, Business Essentials Index™, Service Delivery Index™, Problem Experience Profile™, Customer Advocacy Zone™ and the Employee Advocacy Zone™.

In 2008, Dr. Wain received the title of Dunvegan Fellow to reflect his ongoing contribution to the success of The Dunvegan Group.

*The honourary title of Dunvegan Fellow is conferred on members of the organization who have made significant and critical contributions to the growth and sustainability of The Dunvegan Group.

WHAT WE DO

The Dunvegan Group’s Proprietary Model

How customers decide whether to stay or leave your company.

Based on our work with B2B companies over the past 20 years, we have developed the Service/Pain/Competitive (SPC™) model of the decision-making process followed by a customer when deciding whether to continue to do business with a company or to go elsewhere – this model incorporates the three  decision criteria your customer uses when making this decision.

  1. Service Excellence: How good is the service your company is currently providing (using any criteria the customer may consider relevant to the well-being of their business)?
  2. Pain Tolerance: How easy customers think it would be to switch to a competitor — is it more/less ‘painful’ to switch than to remain as a customer of your company?
  3. Competitive Offerings: What competitive service providers your customers are aware of — and how good customers think they are compared to your company?

The Dunvegan Service/Pain/Competitive SPC™ model explains that:

  1. Some satisfied B2B customers leave because it’s easy. “The switch was easy, and it will be just as easy to switch back if things don’t work out with my new service provider.”
  2. Some dissatisfied B2B customers stay because it’s too painful to leave! “The pain of staying and tolerating poor service is less than the pain or bother of switching.
  3. Some dissatisfied B2B customers stay because they have no better option. “I have no options or better options”

Evidently, “satisfaction” is neither sufficient, or in some cases necessary, to bind B2B customers to your company and retain their business!

By measuring the customers’ perspective on all three aspects of the SPC™ model, The Dunvegan Group created a new metric – the Business Retention Index™ (BRI™) – a better and more precise indicator of the strength of the bond between a customer and a B2B company. The BRI™ is a powerful early warning indicator of customers at risk of defection; it also identifies valuable customer advocates who will help to build your business through referrals.

Learn about our programs for keeping satisfied customers.