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Anne Miner

Anne Miner
Anne Miner, the founding partner of The Dunvegan Group, first entered the field of marketing and survey research in 1974. Since then, she has been the lead consultant on assignments across virtually all product and service categories, from diapers to transportation. Anne is respected for her ability to work closely with her clients' teams to identify the issues to be investigated, focus on what is actionable and develop creative solutions.

Did you know even satisfied customers are being lured by your competitors?

Customer satisfaction may be a prerequisite but it is certainly not sufficient to ensure customer retention. Customers are curious, fickle creatures who may be...

Is Rating Customer Satisfaction Numerically a Good Idea?

We're all familiar with " … out of 10" rating scales for determining customer satisfaction levels. Many companies poll their customers on their level...

Resolving Customer Satisfaction Issues – Is it worth the bother?

Which of these two options makes better business sense: 1. Let the dis-satisfied customers leave, and invest the energy of your sales team in capturing...

Should Customer Satisfaction Measures Correlate with Customer Defection?

There are many models for measuring customer satisfaction, as well as numerous indices of customer satisfaction, loyalty, advocacy and effort (that is the ease...

Customer Satisfaction Measurement: Why bother?

The purpose of a business is to satisfy customer demand – that is, to satisfy needs and wants that customers are both willing and...

The Platinum Rule & customer satisfaction: treat customers how they would like to be treated

It's January, the first month of a new year, and for many it's time to reflect on changes in the way their organization is...

Is survey a bad word?

A recent question on the Market Research Bulletin, a LinkedIn discussion group, prompted a lengthy and heated discussion about the word "survey" and the...

Why a Strong Team Means Happier Customers

We've been talking a lot about customer satisfaction this year. We've given what we consider sound advice, shared tips and examined exactly what...

The New 80/20 Rule in Customer Satisfaction

In business, there's a concept called the Pareto Principle, commonly known as "The 80/20 Rule." The Pareto (or “Pareeto” as some pronounce it) Principle...

The Customer Satisfaction Balancing Act

As a senior executive, you're familiar with balancing competing and sometimes conflicting priorities. How do you master the balancing act between attracting new...

Should you stop trying to “exceed customer expectations”?

According to a recent customer satisfaction study reported in this month's the Harvard Business Review; the answer is probably "yes." The idea that companies must...

When customers talk, who’s listening?

You may listen to the full audio recording from the Listening Program. Click here to listen. Listening to your customers is only the...

Learning from “Lost” Customers

Most businesses are "leaky buckets" when it comes to their customer base. What does that mean? New customer acquisition is required to compensate for the...

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