Separate Delight From Basic Standards
Classify client-experience investments as basic, performance, or delight needs before prioritizing work.
The move: do not decorate a broken promise. Kano gives you three practical labels for luxury service decisions. Basic needs These are expected. Clients rarely thank you for them, but they notice when they fail. Accurate availability, clean fitting rooms, discreet payment, correct packaging, reliable tailoring, and honoring delivery windows usually sit here. Performance needs These improve satisfaction as performance improves. Faster response, better appointment curation, more relevant recommendations, easier exchanges, and higher first-visit resolution can create measurable gains. Delighters These are unexpected extras that create emotional lift. A private note about an occasion, a perfectly timed preview, a rare…
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