New England College Customer Experience Essay

Think of a time when you experienced a poor customer experience. What happened? Why were you disappointed?

For this discussion board assignment, imagine you are a consultant for the organization that provided you the bad customer service. Utilize the Kano method introduced in your textbook to provide strategies for improvement in their work environment.

1. Describe the customer experience that disappointed you and why.
2. Explain how you applied the Kano model to analyze the situation.
3. Share your findings and how they informed improvements.