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Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one's own home front. Readers of this book will learn how to directly apply Kano principles in their own business environment or personal lives, to establish priorities, increase efficiency, improve communication and expand on existing relationships. This book is a must-read for the organization or individual who wants to do more with less, by achieving a true customer driven focus.