The Kano Model is a Six Sigma tool that classifies customer preferences into five categories: Must-be, One-dimensional, Attractive, Indifferent, and Reverse. By identifying which features fall into each category, organizations can prioritize product and service improvements that will most impact customer satisfaction. This model helps balance basic needs with delightful enhancements, ensuring that resources are allocated effectively. By understanding the different types of customer requirements, businesses can focus on developing features that will surprise and delight customers, ultimately leading to increased loyalty and competitive advantage. It’s a strategic approach to enhancing the customer experience.
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