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

 

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

 

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.

 

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.

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. Our senior consultants work directly with executives and management teams to ensure maximum value is extracted from our programs.

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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 both 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, both employee and customer retention are improved.

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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. 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.”

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 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 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.”

Our Blogs

Latest News & Articles

September 30, 2018
Is it time for a change?

This is our 31st year in business! Over the years, we have adapted, pivoted, shifted and outright changed our focus to serve the needs of clients across North America. The Dunvegan Group led the movement from customer satisfaction to customer...

September 14, 2018
10 Tips for Successful Employee Surveys

10 Tips for Successful Employee Surveys With the increasing focus on employee engagement, employee satisfaction, and employee retention, companies are conducting more employee surveys in hopes of gaining helpful insights. There are numerous survey tools that allow companies to undertake...

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