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.