0:05 what is the karno model and how can we
0:08 use it to satisfy customers
0:11 introduced in 1984 the carno model was
0:13 the brainchild of dr noriaki
0:15 the model provides a technique for
0:16 developing products and services to
0:19 increase customer satisfaction
0:21 noriaki's model offers a simple ranking
0:23 system that differentiates delighter's
0:25 performance and basic attributes tied to
0:31 the karno model helps businesses
0:34 understand integrate and prioritize
0:36 things which make a product or service
0:37 attractive to customers improve its
0:39 performance differentiate it from
0:41 competitors and give it what is
0:49 level one basic these are what customers
0:51 take for granted as a given these are
0:52 essential aspects of a product or
0:54 service that are mandatory for inclusion
0:56 but might not result in the product's
0:59 success because consumers expect them
1:01 however if a basic attribute isn't
1:03 satisfactory it can have a devastating
1:06 impact on the product or service
1:08 examples of a basic level would be for a
1:10 hotel to offer clean rooms and curses
1:14 staff level 2 performance these
1:15 attributes are not expected as standard
1:18 but are expected as optional extras
1:20 these make a product or service
1:22 attractive to customers improve the
1:23 product's performance and differentiate
1:24 it from
1:27 competitors examples of a performance
1:28 level would be for the hotel to offer
1:31 free wi-fi a birthday surprise or one
1:33 night free if you pay for two
1:36 level three excitement these attributes
1:38 are what customers will not expect think
1:40 outside the box and offer things that no
1:41 one else is
1:43 these can really help build customer
1:45 loyalty and advocacy
1:47 examples of an excitement level would be
1:50 for the hotel to offer free netflix an
1:52 invite to a customer cocktail party or
1:54 remembering your likes and dislikes from
1:55 last visit and ensuring they are in
1:57 place ready for you
1:59 we hope this introduction to the carno
2:01 model has shown the values of using it
2:02 when looking to improve your product or
2:05 services thanks for watching contact us
2:07 for more information and don't forget to
