Strategic Business Process Management Consulting and Training Since 1993
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Kano Model

$99.00

Customer satisaction is not a one-size-fits-all concept. The Kano model helps you understand which customer needs are essential and which “delighters” can transform your competitive position. Key topics:

  • Identifying current gaps that must be fixed
  • Generating ideas that will differentiate you from your competitors
  • Strategic and tactical uses of Kano
  • How to faciliate a Kano session

Run time is 33 minutes.

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Description

Understanding & Strengthening Customer Relationships

Customer satisaction is not a one-size-fits-all concept. The Kano model helps you understand which customer needs are essential and which “delighters” can transform your competitive position.  Kano can be used as part of strategic assessment, at the solution generation phase for project teams, or as a stand-alone tool to aid in strengthening customer loyalty.

Kano Model is a self-paced webinar that addresses:

  • The different levels of customer satisfaction
  • Identifying current customer-perceived weaknesses/gaps that must be fixed
  • Generating ideas that will differentiate you from your competitors in the eyes of your customers
  • Strategic and tactical uses of Kano
  • How to faciliate a Kano session

Run time is 33 minutes. Your instructor is Ralph Smith.

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