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.