Great Expectations

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Great Expectations

  1. 1. E-Business examples that meet and exceed customer requirements Meg Garven (MM1)
  2. 2. Great Expectations <ul><li>There are the three types of client’s needs in the Kano model: </li></ul><ul><li>Basic </li></ul><ul><li>Performance </li></ul><ul><li>Excitement </li></ul>Meg Garven (MM1)
  3. 3. Great Expectations <ul><li>Three points to consider for satisfying clients: </li></ul><ul><li>Value attracts customers </li></ul><ul><li>Quality earns respect </li></ul><ul><li>Innovation differentiates you from the competition </li></ul>
  4. 4. Great Expectations www.adobe.com Click on the screen below to start video Click screen to proceed to next slide
  5. 5. Great Expectations www.lonelyplanet.com Click on the screen below to start video Click screen to proceed to next slide
  6. 6. Great Expectations <ul><li>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. </li></ul>
  7. 7. Great Expectations <ul><li>To just meet the basic needs is no longer good enough in today's competitive working environment </li></ul><ul><li>Remember….. </li></ul>
  8. 8. Great Expectations <ul><li>… .Mediocrity is not an option </li></ul>

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