Adding value to CSM: the Kano model
Michael Lieberman
I was attending a conference at a resort hotel in Orlando, Florida, standing in the lobby trying in vain to connect to a client who needed to discuss the results of a range of multivariate output. To my chagrin, my cellphone would not pick up a signal. Imagine my surprise when the nearby concierge, viewing my angst, permitted me to use his phone to complete the call. He even dialled the number for me.
When I phoned room service, I was greeted with a polite, 'Good evening, Mr Lieberman.' The room...