Hello Dear colleagues I was yesterday organizing some ideas on customer satisfaction as part of some works I am doing on stakeholder management and I revisited a classic tool that remains incredibly useful today: the Kano Model 🚀. Developed by Professor Noriaki KANO in the 1980s, this model helps identify which product features will truly satisfy your customers. The Kano Model compares two factors: the potential to satisfy customers and the investment needed. It categorizes features into five types. Basic features are essentials you can’t skip, like a car’s headlamp — necessary but not exciting 😊. Nobody buys a car because of the headlamp and, at the same time, nobody will buy a car with no headlamp 🤔 Performance features boost satisfaction with more investment. One classic example is adding more storage to a computer. Excitement features are delightful surprises that exceed expectations and surprises positively the customer (or stakeholder). One good example is Face ID on smartphones. Another point is related to features that does not improve or deteriorate customer experience. Indifferent features don’t impact satisfaction, such as the color of internal laptop parts. Finally, reverse features can decrease satisfaction if overdone, like an overly complex product. Using the Kano Model helps prioritize features that genuinely enhance customer satisfaction and lead to better results 🎯. Do you use it often? 👀 Ricardo #KanoModel #CustomerSatisfaction #ProductDevelopment #Innovation #BusinessStrategy