Comments on: Customer Service: small details that help create a better experience

By: Gianfranco Chicco

Gianfranco Chicco — Wed, 10 Jun 2009 14:35:24 +0000

@Stefano thanks for the details about Kano's model

By: Gianfranco Chicco

Gianfranco Chicco — Wed, 10 Jun 2009 08:35:24 +0000

@Stefano thanks for the details about Kano's model

By: Stefano Pasquale

Stefano Pasquale — Mon, 08 Jun 2009 22:03:09 +0000

Gianfranco,
these episodes of your professional real-life clearly demonstrate the validity of Kano model for the explanation of customers satisfaction; basically you demonstrated that, in addition to the must-have factors that make an event a successful one (comfort, security, food availability, …) and that heavily dissatisfy customers if not found available, you clearly delivered the so-called attractive factors that, despite their unavailability do not generally hurt customers, if available they really enhance customer satisfaction.
For a clearer description of the concept I suggest you this link:
http://www.12manage.com/methods_kano_customer_s...
and, if possible, to attend to Professor Buganza “New Service Development” course at MIP – the Business School of Milan Politechnic.
Cheers
Stefano

By: Virginia

Virginia — Wed, 03 Jun 2009 18:39:54 +0000

Or having at least one of your staff fluent in the language of the country you are hosting your conference. It happened to us last year that one of our attendees lost his passport in a taxi cab in one of our large events in Spain, and even though we were all able to communicate in English in different business level, the staff at the taxi company only spoke Spanish.
Fortunately our new member of team at that time happened to be fluent in Spanish and helped to recover that missing passport with a few local phone calls. Our attending couldn't be happier, when he though he'd spend days in his consulate.
Since then, he and his company have been participating in most of our events, not only as delegate but as sponsor too.
Sometimes something so little makes a big difference in a relationship with our clients.