{"id":9452,"date":"2011-11-10T05:32:28","date_gmt":"2011-11-10T11:32:28","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=9452"},"modified":"2014-10-03T16:34:15","modified_gmt":"2014-10-03T21:34:15","slug":"carnival-cruise-reviews-delight-the-customer","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/carnival-cruise-reviews-delight-the-customer\/9452\/","title":{"rendered":"Carnival Cruise Animal Towels &#8211; Our Family&#8217;s Experience and the Kano Model"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>In previous posts about my recent cruise vacation, I shared about a <a title=\"carnival cruise toilet\" href=\"https:\/\/staging.opexlearning.com\/resources\/carnival-cruise-reviews-toilet-poka-yoke\/9398\/\">Poka Yoke Toilet<\/a> and the <a title=\"crm, customer relationship management\" href=\"https:\/\/staging.opexlearning.com\/resources\/carnival-cruise-reviews-where-everybody-knows-your-name\/9386\/\">Customer Relationship Management<\/a> at Carnival Cruise. Today, I want to share a little bit about the <a title=\"kano model\" href=\"https:\/\/staging.opexlearning.com\/resources\/customer-experience-kano-basics-and-shiny-objects\/2208\/\">Kano Model<\/a>, Animal Towels,\u00a0and how Carnival Cruise delights the customer.<\/p>\n<p>The Kano Model attempts to explain the basic fundamental features required for a product to meet a customer need. Any other features above and beyond those that meet the basic customer need can fall into two categories:<\/p>\n<ol>\n<li>Features the customer doesn&#8217;t care about<\/li>\n<li>Features that delight the customer<\/li>\n<\/ol>\n<p>The easiest way to think about the Kano Model is to use the analogy of the spoon.<\/p>\n<h2>Analogy of the Spoon<\/h2>\n<p style=\"text-align: right;\"><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-2209 alignright\" title=\"kano-model-shmula-abilla\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/kano-model-shmula-abilla-1024x840.jpg\" alt=\"kano-model-shmula-abilla\" width=\"471\" height=\"387\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/kano-model-shmula-abilla-1024x840.jpg 1024w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/kano-model-shmula-abilla-600x493.jpg 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/kano-model-shmula-abilla-300x246.jpg 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/kano-model-shmula-abilla.jpg 1084w\" sizes=\"(max-width: 471px) 100vw, 471px\" \/><\/p>\n<p>Suppose you are on a deserted island with no eating utensils. Then, to your surprise, you find a spoon made our of gold. Under normal circumstances, finding gold would be a good thing, but on this deserted island, gold has no value. But, the utility of the spoon, on the other hand, with its curved end used to scoop food and other material has a very high value.<\/p>\n<p>But, to your disappointment, this object made out of gold turns out not to have a curved end and cannot scoop anything. In other words, it&#8217;s not even a spoon. It&#8217;s just a gold whatever.<\/p>\n<h3>The Lesson<\/h3>\n<p>It&#8217;s a silly analogy, but the point is this: on this deserted island you need to have your basic needs met. Providing a gold like-spoon object but doesn&#8217;t actually have the ability to scoop food or any other material will not meet your needs. And, even though the object is made out of gold, it still doesn&#8217;t do any good. In other words, it has no value to you.<\/p>\n<h2>Carnival Cruise<\/h2>\n<p>The Carnival Cruise staff did an amazing job. They truly took great care of us. All of our needs were met. But, they went above and beyond. One example of delighting the customer is their daily surprise of the guest with Animal Towels.<\/p>\n<p>The carnival cruise cabin staff doesn&#8217;t just clean your room, but they give you daily mints and they also surprise the guest with really cool towel animals that add that extra oomph for the guest when they enter their newly cleaned room: It&#8217;s just not a clean room, which every guest has come to expect, but it&#8217;s a clean room with a surprise that makes the guest smile. Now that&#8217;s delighting the customer.<\/p>\n<p>Here&#8217;s a picture of me learning how to make an animal towel:<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-9467 aligncenter\" title=\"how-to-fold-a-towel-animal\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/how-to-fold-a-towel-animal.jpg\" alt=\"how to make an animal towel\" width=\"560\" height=\"420\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/how-to-fold-a-towel-animal.jpg 800w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/how-to-fold-a-towel-animal-600x450.jpg 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/how-to-fold-a-towel-animal-300x225.jpg 300w\" sizes=\"(max-width: 560px) 100vw, 560px\" \/><\/p>\n<p>Below are several examples of Towel Animals:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9453\" title=\"towel-animals-attack-dog\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-attack-dog.jpg\" alt=\"towel animals attack dog\" width=\"600\" height=\"800\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-attack-dog.jpg 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-attack-dog-225x300.jpg 225w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9454\" title=\"towel-animals-dog\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-dog.jpg\" alt=\"towel animals dog\" width=\"400\" height=\"305\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-dog.jpg 400w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-dog-300x228.jpg 300w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9455\" title=\"towel-animals-elephant\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-elephant.jpg\" alt=\"towel animals elephant\" width=\"596\" height=\"381\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-elephant.jpg 596w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-elephant-300x191.jpg 300w\" sizes=\"(max-width: 596px) 100vw, 596px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9456\" title=\"towel-animals-elephant-happy\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-elephant-happy.jpg\" alt=\"towel animals happy elephant\" width=\"450\" height=\"338\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-elephant-happy.jpg 450w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-elephant-happy-300x225.jpg 300w\" sizes=\"(max-width: 450px) 100vw, 450px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter  size-full wp-image-9457\" title=\"towel-animals-fish\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-fish.jpg\" alt=\"towel animals fish\" width=\"600\" height=\"400\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9458\" title=\"towel-animals-lobster\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-lobster.jpg\" alt=\"towel animals lobster\" width=\"500\" height=\"375\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-lobster.jpg 500w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-lobster-300x225.jpg 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter  size-full wp-image-9459\" title=\"towel-animals-monkey\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-monkey.jpg\" alt=\"towel animals monkey\" width=\"600\" height=\"800\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-monkey.jpg 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-monkey-225x300.jpg 225w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter  size-full wp-image-9460\" title=\"towel-animals-pitbull\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-pitbull.jpg\" alt=\"towel animals pitbull\" width=\"610\" height=\"439\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9461\" title=\"towel-animals-poodle\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-poodle.jpg\" alt=\"towel animals poodle\" width=\"610\" height=\"439\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9462\" title=\"towel-animals-scorpion\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-scorpion.jpg\" alt=\"towel animals scorpion\" width=\"400\" height=\"300\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-scorpion.jpg 400w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-scorpion-300x225.jpg 300w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter  size-full wp-image-9463\" title=\"towel-animals-stingray\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-stingray.jpg\" alt=\"towel animals stingray\" width=\"441\" height=\"326\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-stingray.jpg 441w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-stingray-300x221.jpg 300w\" sizes=\"(max-width: 441px) 100vw, 441px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter  size-full wp-image-9464\" title=\"towel-animals-swan\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-swan.jpg\" alt=\"towel animals swan\" width=\"550\" height=\"413\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-swan.jpg 550w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-swan-300x225.jpg 300w\" sizes=\"(max-width: 550px) 100vw, 550px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9465\" title=\"towel-animals-turkey\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-turkey.jpg\" alt=\"towel animals turkey\" width=\"450\" height=\"362\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-turkey.jpg 450w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-turkey-300x241.jpg 300w\" sizes=\"(max-width: 450px) 100vw, 450px\" \/><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-9466\" title=\"towel-animals-turtle\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-turtle.jpg\" alt=\"towel animals turtle\" width=\"450\" height=\"225\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-turtle.jpg 450w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-turtle-300x150.jpg 300w\" sizes=\"(max-width: 450px) 100vw, 450px\" \/><\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>In previous posts about my recent cruise vacation, I shared about a Poka Yoke Toilet and the Customer Relationship Management at Carnival Cruise. Today, I want to share a little bit about the Kano Model, Animal Towels,\u00a0and how Carnival Cruise delights the customer. The Kano Model attempts to explain the basic fundamental features required for [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":9454,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[203],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Carnival Cruise Animal Towels - Our Family&#039;s Experience<\/title>\n<meta name=\"description\" content=\"Carnival Cruise Animal Towels - Our Family&#039;s Experience and how Carnival uses the Kano model to delight the customer.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Carnival Cruise Animal Towels - Our Family&#039;s Experience\" \/>\n<meta property=\"og:description\" content=\"Carnival Cruise Animal Towels - Our Family&#039;s Experience and how Carnival uses the Kano model to delight the customer.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/staging.opexlearning.com\/resources\/carnival-cruise-reviews-delight-the-customer\/9452\/\" \/>\n<meta property=\"og:site_name\" content=\"OpEx Learning\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/get.shmula\" \/>\n<meta property=\"article:published_time\" content=\"2011-11-10T11:32:28+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2014-10-03T21:34:15+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/towel-animals-dog.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"400\" \/>\n\t<meta property=\"og:image:height\" content=\"305\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Uday Kawar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@shmula\" \/>\n<meta name=\"twitter:site\" content=\"@shmula\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Uday Kawar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/carnival-cruise-reviews-delight-the-customer\/9452\/\",\"url\":\"https:\/\/staging.opexlearning.com\/resources\/carnival-cruise-reviews-delight-the-customer\/9452\/\",\"name\":\"Carnival Cruise Animal Towels - 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