Your Guide to Kano Quality Model
Many “experts” insist that customers don’t really know what they want; they have to be told. They’re wrong, dead wrong! In reality, customers know exactly how they feel about a product or service—even if they can’t always articulate it. That’s where the Kano Model comes in: a powerful tool that helps decode customer expectations, revealing the subtle differences between what delights, what satisfies, and what frustrates.