PMI and Capella Together – Read More

Using the Kano Model to Listen to Your Customer

A key tool: the Kano model

When was the last time your organisation stepped back and observed your business from the customer’s point of view?

Dennis Crommentuijn-Marsh talks about how you can improve your processes by using the Kano model to understand the voice of your customer.  He takes the relatable example of booking a hotel room to demonstrate the three types of relationships between order fulfilment and customer satisfaction: the expected, the wanted, and the delight factors.

Watch more on YouTube
Related Videos

Join our LinkedIn Network

Keep up to date with all the latest performance improvement resources to inform and inspire as you continue to grow.

Follow PMI on LinkedIn