Customer Satisfaction
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Using the Kano Model to prioritize product development
I was first introduced to the Kano model in a talk by the brilliant Jared Spool, and it immediately struck a chord with me. Here is a beautifully simple model to distinguish between basic and differentiating features. The model was developed by Noriaka Kano in the 1970s and 1980s while studying quality control and customer Read more »