Posts Tagged: Michael D. Lieberman

The Kano Model – guest post by Michael D. Lieberman

I was attending a conference at a resort hotel in Orlando, Florida, standing in the lobby trying in vain to connect to a client who needed to discuss the results of a range of multivariate output. To my chagrin, my cell would not pick up a signal. Imagine my surprise when the nearby concierge, viewing my angst, permitted me to use his phone to complete the call. He even dialed the number for me.

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Customer Experience Update