Download - Volunteering: Management vs Engagement

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Page 1: Volunteering: Management vs Engagement

Volunteering:Management v Engagement

Tiger de SouzaHead of Volunteering

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Customer satisfied

Customer not satisfied

Expectation metExpectation not met

KANO model

WANT

EXPECT

DELIGHT

Source: Kano model

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Thank you for your time

Tiger de [email protected] / @whyofthetiger