The Kano Model is a framework developed by Dr. Noriaki Kano to enhance customer satisfaction by categorizing product and service attributes into three distinct levels: Basic, Performance, and Excitement.
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what is the karno model and how can we
use it to satisfy customers
introduced in 1984 the carno model was
the brainchild of dr noriaki
the model provides a technique for
developing products and services to
increase customer satisfaction
noriaki's model offers a simple ranking
system that differentiates delighter's
performance and basic attributes tied to
the karno model helps businesses
understand integrate and prioritize
things which make a product or service
attractive to customers improve its
performance differentiate it from
competitors and give it what is
level one basic these are what customers
take for granted as a given these are
essential aspects of a product or
service that are mandatory for inclusion
but might not result in the product's
success because consumers expect them
however if a basic attribute isn't
satisfactory it can have a devastating
impact on the product or service
examples of a basic level would be for a
hotel to offer clean rooms and curses
staff level 2 performance these
attributes are not expected as standard
but are expected as optional extras
these make a product or service
attractive to customers improve the
product's performance and differentiate
it from
competitors examples of a performance
level would be for the hotel to offer
free wi-fi a birthday surprise or one
night free if you pay for two
level three excitement these attributes
are what customers will not expect think
outside the box and offer things that no
one else is
these can really help build customer
loyalty and advocacy
examples of an excitement level would be
for the hotel to offer free netflix an
invite to a customer cocktail party or
remembering your likes and dislikes from
last visit and ensuring they are in
place ready for you
we hope this introduction to the carno
model has shown the values of using it
when looking to improve your product or
services thanks for watching contact us
for more information and don't forget to
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