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E-Business examples that meet and exceed customer requirements
Meg Garven (MM1)
Great Expectations
There are the three types of client’s needs in the Kano model:
Basic Performance Excitement
Meg Garven (MM1)
Great Expectations
Three points to consider for satisfying clients: Value attracts customers Quality earns respect Innovation differentiates you from the
competition
Great Expectations
www.adobe.com
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Great Expectations
www.lonelyplanet.com
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Great Expectations
As the digital era evolves, items that once caused huge excitement are now becoming more commonplace, and hence more expected as a performance or basic requirement.
Great Expectations
To just meet the basic needs is no longer good enough in today's competitive working environment
Remember…..
Great Expectations
….Mediocrity is not an option