WHO WE ARE
Dedicated To Your Success!
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 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.
We have a program tailored to your budget and organizational readiness. Each 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.
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).
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…