Remember the INK Model?
The (Dutch) INK Model represents a framework developed in the late 80s to evaluate the success of an organization. Although the model was refreshed in 2003, the attention it gets in recent years from press and management teams seems to have faded away.
Is the model not working? Probably. If you read the model you will find it is quite an inside-out approach to improving a business. To give some simple evidence, I use Google to see how many times the word ‘customer’ is mentioned at the official website of the INK model.
The result? Only 13 times.
What it means? Too often companies forget to put the customer central in their quality measurement exercises. If you measure the wrong things, chances are you don’t have an effective customer experience strategy.
