Comments on: Does Your Product Or Service “Just Work”? http://www.jimkukral.com/does-your-product-or-service-just-work/ Small Business Consultant Fri, 20 Nov 2009 12:45:24 -0600 http://wordpress.org/?v=2.8.4 hourly 1 By: John Hunter http://www.jimkukral.com/does-your-product-or-service-just-work/comment-page-1/#comment-7611 John Hunter Sat, 29 Dec 2007 18:18:33 +0000 http://www.jimkukral.com/does-your-product-or-service-just-work/#comment-7611 There is truth to that statement. I think largely do to how bad so many products are - that they don't actually work. The <a href="http://curiouscat.com/management/kanomodel.cfm" rel="nofollow">Kano model of customer satisfaction</a> is an excellent way to view customer expectations. The Kano model states that you have expected quality = it just works. Then more is better type - give me more at the same price and I am happier. But where you really want to get as a company is products and services that delight customers. When you are delighted you are not easy prey to other companies. When you are satisfied you are ready for offers that say we will give it to you a bit cheaper or give you a bit more. But if you are delighted you don't want to leave and instead are telling everyone you know how great this product or service is. I think it might be that in many cases now people are delighted if things just work - since it is such a huge bother to deal with junk that doesn't work and the thought of dealing with the lousy service on such failures is enough to drive them to tears. There is truth to that statement. I think largely do to how bad so many products are – that they don’t actually work. The Kano model of customer satisfaction is an excellent way to view customer expectations.

The Kano model states that you have expected quality = it just works. Then more is better type – give me more at the same price and I am happier. But where you really want to get as a company is products and services that delight customers.

When you are delighted you are not easy prey to other companies. When you are satisfied you are ready for offers that say we will give it to you a bit cheaper or give you a bit more. But if you are delighted you don’t want to leave and instead are telling everyone you know how great this product or service is.

I think it might be that in many cases now people are delighted if things just work – since it is such a huge bother to deal with junk that doesn’t work and the thought of dealing with the lousy service on such failures is enough to drive them to tears.

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