Understanding Value using Dr. Kano’s Model : Converge Consulting Group Inc. Articles and News
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Beware Creeping Expectations

The Kano model depicts the relationship between performance as measured and as perceived. But things change and this is especially true with delighters. Once delivered, the customer is delighted. But the customer’s expectations are also modified. Soon, customers come to expect those delighters. Thus, what was once a delighter evolves to become a satisfier or perhaps a basic characteristic.

(via Instapaper)

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