Kano Analysis Model

Understand your customer’s needs quickly and deliver effective products and services they want to buy over the long term

The Kano Analysis Diagram is one of the most popular voice of the customer tools available, and for good reason. It provides you with a framework to understand what customer data you need, how to get it and how to present it effectively. By taking this course, you will learn how to deploy a Kano Analysis Diagram to full effect. This will empower you to engage with your current and potential customers to understand what delights them, what satisfies them and what dissatisfies them. Once you have graphically mapped this out, you can use your diagram to make big decisions, impact your people, processes and products alike. In this course, we will explore:

– The fundamentals of the tool and the wider approach.

– Voice of the customer – what it is, why it is important and how to get it.

– The Kano Analysis Diagram, breaking it down stage by stage, explaining how to achieve each section to deliver maximum impact.

– A range of demonstrations based in different sectors, educating you on how you can practically deploy this fantastic tool.

At the end of the course, you will have the confidence to buildout a Kano Analysis Diagram in full. This will enable you to steer decisions on products and services both current and future, all with the aim of ensuring customer experience, satisfaction and sales all remain strong.

Course Details