Separate Basics From Delighters With Kano
Classify parent experience improvements as basic needs, performance needs, or delighters.
Not every improvement buys the same kind of trust. Kano gives you a practical way to read parent requests. Basics are table stakes: safe rooms, accurate schedules, clear billing, on-time starts, and understandable policies. Parents may not praise them, but they punish failures. Performance needs create a slope: faster replies, richer progress notes, better teacher matching, and smoother trial follow-up usually create more satisfaction as they improve. Delighters are unexpected extras: a personalized recital video clip, a teacher welcome voice note, or a practice streak badge. The trap is funding delighters while basics leak. In a music school, families often…
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