The IIC Model
Download The IIC Model White Paper PDF (340Kb)
The IIC model was developed from an academic base but has been rigorously tested in a live environment – more than 60,000 questionnaires since early 2007 - and our clients are testimony to its effectiveness.
Uniquely, we assess a company’s performance from two internal and two external perspectives across the same 16 metrics. This means that we compare and contrast customer relationships through the perception of the key stakeholders in the business i.e. customers, employees and management, as well as conducting independent desk research under the same headings.
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Understand Market Needs |
Meet Those Needs | Delight Customers | Create Loyalty |
| Know Your Customer | Product Quality | Treating Customers Fairly | Repeat Purchases |
| Understand Needs | Product / Customer Match | Right First Time | Willing to Recommend |
| Anticipate Needs | Customer Feedback | Customer Always Right | Quality Relationships |
| Communication | Easy To Do Business With | Post Sales Follow Through | Customer Experience |
