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If you have any questions, you are always welcome to contact us. We'll get back to you as soon as possible, withing 24 hours on weekdays.
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Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on ones own home front.Exploring the Kano Model, The CustomerDriven Organization: Employing the Kano Model explains why just meeting customer needs is no longer enough for todays organizations. It explains how to identify true customersboth internal and external.Readers will learn how to directly apply Kano principles in their own business environments or personal lives, to establish priorities, increase efficiency, improve communication, and expand on existing relationships.The book explains how to establish a value proposition for your organization and, more importantly, how and when to provide "delightful" service. Demonstrating how to incorporate the Kano philosophy into your daytoday activities, this book is a mustread for any organization or individual looking to do more with less by achieving a truly customerdriven focus.
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