KANO Model

The KANO model is a customer-centric framework that provides a guideline on the fundamental goals of customer relations.
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As with anything in life, there are no clear-cut rules that dictate the ways in which we should act and how others should behave. However, in utilising these tools in our daily lives and allowing ourselves to perceive and comprehend each unique circumstance on a contextual basis, then we can work towards improving our relationship with our customers.

Developed by Noriaki Kano, 1984