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PMI

Using the Kano Model to Listen to Your Customer

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

A key tool: the Kano model

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.

More resources that may interest you

Join Damion Albinson as he explains how improving through the Voice of the Customer gives you the competitive edge.

Watch now:  Improving Through the Voice of the Customer webinar

In this blog, Dennis Crommentuijn Marsh writes about achieving customer satisfaction by identifying and measuring the processes that are designed to meet their requirements.

Read now:  Link Measures to the Voice of Your Customer blog

Marie-Clare Pedersen speaks about how understanding your customer and stakeholder requirements can help you build a resilient organisation.

Watch now:  Customer and Stakeholder Requirements webinar

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