Customer satisfaction

In today's fast-paced, technology-driven world, businesses are constantly seeking innovative ways to connect with their customers. With the ever-expanding digital landscape, customer interactions often occur through a screen rather than face-to-face. While convenience and efficiency are undoubtedly valuable, the human touch can sometimes get lost in the digital translation.

Through his vast knowledge and experience, Noriaki Kano—a world-famous quality guru, distinguished professor at the University in Tokyo, lecturer, writer and consultant—has developed a customer satisfaction theory best known as the Kano model. His rudimentary classification differentiates between basic and advanced attributes relating to the concepts of quality as perceived by customers.