This week’s topics
Exceeding expectations and driving satisfaction
- Kano model of customer satisfaction
- Personalisation strategies
- Value-added service delivery
- Factors driving customer delight
- 13 Managing Services: Value Delivery and Customer Satisfaction
- Lecture - 16 : Kano Model and Analysis
What you will be able to do
- 3.1 Explain how to exceed customer expectations.
- 3.3 Explain different factors which increase customer satisfaction.
Activity
Start with this week’s 2 videos, then: Seminar, guided reading and a short written task: explain how to exceed customer expectations.
Study materials
Videos
- 13 Managing Services: Value Delivery and Customer Satisfaction · YouTube · Marketing Insights · 6 min · for registered students
- Customer Service Innovations | McDonald's Examples · YouTube · Two Teachers · 4 min · for registered students
- How to Build Customer Relationships: Crash Course Entrepreneurship #10 · YouTube · CrashCourse · 11 min · for registered students
Further resources
- Empirical research on Kano's model and customer satisfaction · Reading · Reading, article · for registered students
- Principles of Marketing, ch. 14: Customer Satisfaction, Loyalty, and Empowerment · PDF · Saylor Academy, textbook chapter; PDF pp. 443–483 · for registered students
- Quality of airline service attributes: satisfiers and dissatisfiers · Reading · Reading, article · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
