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ATTRACTIVE CUSTOMER

Teseo proposes the Attractive Customer Satisfaction model (ACS) starting on the theory of Noriaki Kano.

 

The model identifies features that are able to go beyond client expectations, generating an emotional state (“delightment”); this state overcomes simple satisfaction and provides a competitive advantage to the customer–oriented firms, given that client needs are often latent and inexpressive.

 

 

 

 

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