The Customer-Driven Organization: Employing the Kano Model

By Lance B. Coleman

Book Overview

Which organizations provide customer satisfaction or inspire customer loyalty? Which is more important? This book gives detailed examples of how to deploy the Kano model of customer service excellence in a manufacturing setting, as well as, in service and other environments. Readers will learn how to directly apply Kano principles in their own business environments, establish priorities, increase efficiency, improve communication, and expand on business relationships.

• Format: Paperback
• Language: English
• ISBN: 1482217104
• ISBN13: 9781482217100
• Release Date: February 2015
• Publisher: Productivity Press
• Length: 116 Pages
• Weight: 0.60 lbs.
• Dimensions: 0.4" x 6.9" x 9.9"