Overview

The Kano Model is a framework used to understand customer satisfaction and product features. It helps businesses determine which attributes of a product or service will delight customers, which will meet basic expectations, and which will potentially lead to dissatisfaction if not present. This course provides professionals with the knowledge and tools to apply the Kano Model for improving customer experience, designing products, and setting service priorities. Through practical exercises and case studies, participants will learn to categorize features and drive customer loyalty.