How to delight your customers

Journal of Product & Brand Management

What product/service attributes affect customer satisfaction most? We present the Kano-model of customer satisfaction, enabling executives to differentiate their products and services in a way that create customer delight - as opposed to products merely satisfying customer needs. 

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Publications

Pricing is the most important driver of profits; surprisingly, it is also the area most executives overlook.
This research shows how to overcome common Pricing misconceptions.
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