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The Kano model is a theory that classifies customer preferences into five categories: must-be, one-dimensional, attractive, indifferent and reverse quality. It helps to identify the features that satisfy, delight or dissatisfy customers and to improve product design and innovation.
Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
A literature review is an overview of the previously published works on a topic, often used in academic research. Learn about the different types of literature reviews, such as narrative, systematic, and meta-analysis, and how to conduct them using artificial intelligence or other methods.
Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Noriaki Kano is a Japanese quality management expert and the developer of the Kano model. He is a professor emeritus of Tokyo University of Science and a recipient of several awards and honors in the field of quality.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Learn how to summarize customers' expectations, preferences and aversions in marketing and quality management. Find out the methods, steps and examples of voice of the customer research and analysis.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.