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Tag: Delighting

  • A Model for Delighting the Customer

    A Model for Delighting the Customer

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    How can a service provider in the AEC industry improve customer satisfaction and loyalty? Is it necessary to satisfy all customer demands as perfectly as possible? The Kano model helps in finding answers to these burning questions. In the 1980s, Professor Noriaki Kano created a theoretical model for product development and customer satisfaction. The model…