Customer Retention & Satisfaction Services

We help you grow and retain business.

At the heart of what we do, we improve your bottom line by helping you keep satisfied customers. We do this by strengthening the bond between you and your customers, through both internal training and external communication and measurement.

We work with your team to create a customer retention and satisfaction strategy that realizes the following objectives:

  1. Retain existing ideal customers
  2. Grow the amount of money existing customers spend
  3. Find more customers that fit your ideal customer profile

Everything we do focuses on your customer.

In our 20+ years as customer satisfaction specialists we have developed The Dunvegan System™, which includes seven key components that are designed to help your company:

1. Keep Satisfied Customers

We interview hundreds to thousands of your customers to evaluate and quantify their feedback. We validate suspected issues, and detect other threats before they become issues. Learn more about customer satisfaction measurement services …

2. Resolve Customer Satisfaction Issues

Our consultants review customer satisfaction evaluation results with you and recommend courses of action that will make the greatest difference to your customers, globally and on an individual level. Learn more about our customer satisfaction consulting services …

3. Recover Lost Business

We do the detective work to demystify the shrinkage of business from a given department or illuminate why a recent bid was lost. As an independent third-party, we are able to reveal the true reasons why your customer decided to do business elsewhere and what you can do win them back. Learn more about our lost business recovery services …

4. Turn Your Team into a Customer-Focused Organization

We train your team on the fundamentals of The Platinum Rule® to improve their awareness of communication styles with each other and with your customers. Learn more about our customer satisfaction training services …

5. Get Management on the Same Page

Recognizing that each leader brings experience and an invaluable skill set to the table, we resolve any points of friction that are holding the organization back from becoming customer-focused. Learn more about our executive coaching program …

6. Focus Only on Qualified Leads

To maximize the productivity of your sales force, we ensure their energy can be focused on the most long-term, rewarding prospects. Learn more about our sales lead qualification services …

7. Analyze Your Team’s Current Strategies

Some bids are won and some bids are lost, that’s business. Once they’re lost it’s best to press on with new ones, right? Wrong. We will do the probing work to find out why certain bids were lost and why others were won. Learn more about our win loss analysis …

To learn more about our customer retention and satisfaction services and if we are fit for your organization, please contact us.