please, please me. with some marketing.
February 11, 2017 11:24 AM   Subscribe

I remember from business school the concept of "pleasers", "exciters", "disappointers" etc. the idea that some products/services features are expected and disappoint when missing, whereas some features are "nice-to-have" (pleasers) and some are so amazing they drive people to become evangelists for your product and generally trend the industry towards the way your product works (exciters). help me find some documentation on this concept

is there a name for this concept, or school of thought? i remember there were others as well but these three stick in my mind. is there someone who thought of this and wrote a book (ie the smith method etc) or is this just so common and was neat for me? any and all links would be great. at the moment i would stronly prefer internetable sources so i can begin absorbing information immediately. the task at hand will not afford me the time to get a book on the topic and read/synthesize the topic beyond a general framework.

I am turning to you, because when i search for "pleasers exciters dissappointers" in google, it throws out dissappointers and then shows me female personal, uhhh, stimulating... toys??? which although totally cool is not helpful at the moment.
posted by chasles to Work & Money (2 answers total) 9 users marked this as a favorite
Response by poster: ARRHGHGH. it's the kano model.

which i got confused about because the concept was abstracty on wikiepedia and didn't use the words i remember. this article brought it all back, however.

by all means, please still send in resources along these lines. i need all the help i can get.
posted by chasles at 11:33 AM on February 11, 2017

Best answer: The case for easter eggs (and other clever user treats)

You might also get something out of the book The Tipping Point. Here is an online summary.
posted by Michele in California at 1:15 PM on February 11, 2017

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