Does Your Product Or Service “Just Work”? By Jim Kukral

There is truth to that statement. I think largely due to how bad so many products are - that they don’t actually work. The Kano model of customer satisfaction is an excellent way to view customer expectations.

The Kano model states that you have expected quality - it just does what it needs to (what is expected). Then more is better type - give me more at the same price and I am happier. But where you really want to get as a company is products and services that delight customers.

When you are delighted you are not easy prey to other companies. When you are satisfied you are ready for offers that say we will give it to you a bit cheaper or give you a bit more. But if you are delighted you don’t want to leave and instead are telling everyone you know how great this product or service is.

I think it might be that in many cases now people are delighted if things just work. Perhaps they have become so disillusioned that something actually working is delightful - I think there is real truth here. Which shows how much room there is to improve. It is such a huge bother to deal with junk that doesn’t work and the thought of dealing with the lousy service on such failures is enough to drive them to tears.

Related: What Job Does Your Product Do? - Quality Customer Focus - Ritz Carlton and Home Depot - Good Customer Service Example - Seven Steps to Remarkable Customer Service - More Bad Customer Service Examples