http://jimkukral.disqus.com/Web marketing podcastsenSat, 29 Dec 2007 13:18:33 -0000http://www.jimkukral.com/does-your-product-or-service-just-work/#comment-4781776<p>There is truth to that statement. I think largely do to how bad so many products are - that they don't actually work. The <a href="http://curiouscat.com/management/kanomodel.cfm" rel="nofollow noopener" target="_blank" title="http://curiouscat.com/management/kanomodel.cfm">Kano model of customer satisfaction</a> is an excellent way to view customer expectations.</p><p>The Kano model states that you have expected quality = it just works. 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.</p><p>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.</p><p>I think it might be that in many cases now people are delighted if things just work - since 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.</p>John HunterSat, 29 Dec 2007 13:18:33 -0000