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Identifying customer needs Determining functional requirements Concept development Analysing competitive products. Presence enhances satisfaction while absence reduces it Linear relation to customer satisfaction the better you do the more they like it. Surprise and delight factors Also called excitement factors and attractive attributes Satisfies latent needs their presence increases satisfaction, their absence doesn't decrease it Sources of differentiation Indifferent factor is of little or no consequences Does not affect consumer decision.
Identifying customer needs Determining functional requirements Concept development Analysing competitive products. Presence enhances satisfaction while absence reduces it Linear relation to …