E-Business examples that meet and exceed customer requirements

Meg Garven (MM1)

Great Expectations

There are the three types of client’s needs in the Kano model:

Basic Performance Excitement

Meg Garven (MM1)

Great Expectations

Three points to consider for satisfying clients: Value attracts customers Quality earns respect Innovation differentiates you from the

competition

Great Expectations

www.adobe.com

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Great Expectations

www.lonelyplanet.com

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Great Expectations

As the digital era evolves, items that once caused huge excitement are now becoming more commonplace, and hence more expected as a performance or basic requirement.

Great Expectations

To just meet the basic needs is no longer good enough in today's competitive working environment

Remember…..

Great Expectations

….Mediocrity is not an option