Delivering top-notch customer-centric solutions to garner growth: Gongos

In the highly competitive world we live in, many businesses are striving to achieve growth. A successful business understands the pulse of its customers, and business consultants can assist companies in deciphering the needs and expectations of their customers. The right business consultants will provide targeted customer-centric solutions and models which will help companies flourish.

Globally, there are numerous business consultants providing excellent services, among them Gongos stands out. Gongos, Inc. is a consultative agency that places customers at the heart of business strategy. Partnering with insights, analytics, marketing, strategy, and customer experience groups, it operationalizes customer centricity by helping companies understand and activate on customer needs. Gongos works alongside B2C and B2B companies in guiding strategy, insights, innovation, and transformation initiatives. From product development, to customer experience, to marketing optimization, it helps organizations enhance customer retention and acquisition. Spanning the entire customer centricity value chain, Gongos’ consultative approach ensures internal adoption and implementation that inspire customer-committed cultures.

Through its mission to reorient the relationship between customer and corporations to create mutual value, Gongos leverages two key pillars. Its patent-pending Value Exchange Model enables companies to gain marketplace advantage by strengthening Customer Performance Indicators. The model identifies explicit opportunities where providing the intrinsic outcomes valued by customers will increase Future Customer Value. Its Customer as a Stakeholder™ service model aims to enhance engagement strategies to ensure a more authentic fusion of the customer into corporate decision making.

Ways in which Gongos strives to bring customer centricity

STRATEGY + CONSULTATION

Customer centricity doesn’t happen by accident. Moving from an abstract philosophy to a tangible business tactic takes understanding, organizational alignment, and a plan for action. While most organizations profess customer centricity as a rallying cry, when it comes to enterprise-wide decision making, a highly committed culture is key. Course-correcting internal silos, misaligned processes, and unempowered employees transform vision into opportunity—and into daily practice. Gongos’ consultants, strategists, and designers tap into a wealth of both proven and proprietary frameworks to drive experiential avenues to move from vision to strategy to execution, and from executives to the front line.

Value Exchange Method

All companies measure the value they gain from customers, but few place the same discipline toward maximizing the value they deliver to customers. That is, most organizations meet only a fraction of consumer needs and, as a result, realize only a fraction of their value. Why? Because almost every organization relies on outcomes set and valued by businesses, not those valued by customers. This legacy thinking has silently stunted business growth for years, but through Gongos’ Value Exchange Model, companies can now achieve more.

Cultural Transformation

Their approach to evolutionary change utilizes its roadmap-to-adoption framework that enables a focus on the long-term goal of creating customer advocates, while acknowledging key milestones along the way. As the message gains momentum and impact, it reaches more stakeholders, resulting in deeper belief, commitment, and advocacy. The human side of transformation is often the ultimate challenge, so understanding diverse needs and meeting people where they are is key to belief and buy-in. A thoughtful and thorough communication plan ensures feedback loops and sustained progress along the way.

RESEARCH + INSIGHTS

Seeing the world through the eyes of your customers is invaluable to any organization’s success— that’s why Gongos has been doing it since 1991. Beyond insight, it elicits deep empathy and human understanding that transcends into layers of your organization. Humans are complex. Understanding their behaviors, perceptions, and motivations goes well beyond rational ask-answer approaches. Comprehending the whole human incorporates emotional and physical discovery, as well as environmental and contextual trends that influence decision making. Gongos’ researchers and storytellers begin and end with your business challenge. Because to them, insight isn’t enough. It has to be set in motion. And that means connecting the “what,” the “why,” and the “what’s next,” to your organization’s objectives.

Segmentation and personas are a method used by Gongos to gain more insights .One of the most essential platforms for understanding consumers in a world where personalization is expected is segmentation. Highly rigorous, yet distillate in nature, they provide a way for organizations to create customized communication and experience strategies at scale. Purposefully blending art with science, Gongos leverage these instruments of understanding through the lens of your business needs, bridging the gap between stats and stories, insights and implementation. Equally as important, personas enable organizations to connect with consumers by bringing segments to life. From video stories to true-to-life reenactments, its segmentations are illustrated via any medium necessary from which to create campaigns and bolster decision making. Research communities and brand strategy are other techniques used by Gongos.

DATA + ANALYTICS

Many organizations are data rich and insight poor. Gongos focuses on finding the right data and uncovering the "why" behind it. Where data warehouses fall short, they pick up. As new data grows by the minute, organizations continue to invest in talent and platforms to extract value from it. As the inputs compound and become increasingly disparate, so too do the opportunities to learn from this ever-evolving gold mine. But simply having data scientists isn’t always enough to make sense of and harness its power. Gongos’ team of statisticians, data scientists, and analytics translators tackle the data with a business-challenge-first ethos to analyze, interpret, and translate data into meaningful insights. With a system-agnostic approach, they find the perfect balance of melding the art and science of data analytics. Data Integration & Structuring, Predictive Modeling and Behavioral Segmentation are other methods which can help garner the right data.

INNOVATION + ACTIVATION

Successful innovation is human centered, not human only. That's why purposefully and rigorously connecting insights and foresight to business strategy is essential to optimizing your growth. Whether your innovation objectives are incremental or breakthrough, Gongos’ multidisciplinary talent doesn’t stop at looking to today’s trends to pinpoint possibilities. The company leverages proprietary frameworks to analyze how existing and future forces at play will shape tomorrow, and provide a comprehensive view of unarticulated need states. This deep, multidimensional understanding—when integrated with the unique capabilities, strategies, and strengths of your brand—brings to bear ownable white space opportunities. Other methods to achieve these results are human-centered design, need and empathy immersions, white space identification and identification and concept development.

White Space Identification

Consumers expect brands to keep up with their rapidly changing needs, yet don’t have the ability to predict what the future holds. Gongos’ framework assesses lifestyles, market and competition to understand functional, emotional, and aspirational unmet or under-met needs. Through white space exploration, territories are created, guiding product, service, and brand strategies that best align to your needs and those that you are uniquely positioned to own.

DESIGN + SOCIALIZATION

Creating empathy among decision makers, from the C-suite to the frontline, is as much an art as a science. Understanding the languages of learning across teams and how they best consume knowledge is as vital to decision making as the knowledge itself. Engage the five senses in experiential learning to drive empathy and understanding, empowering stakeholders to act on behalf of the customer more effectively, and empathically. Allow Gongos’ designers move you beyond static deliverables to truly immersive experiences: from museum-style walk-throughs to video-based documentaries to virtually simulated experiences, the opportunity to humanize the customer and their experiences is abound.

Storytelling

Stories have the power to not only inspire, but to spark change in the way that humans think, feel, and act. Gongos storytellers and information designers guide story-building that not only inspires, but evokes emotion and action. While data and insights dictate the narrative, the act of storytelling begins well before the insights are gleaned, by deeply understanding your business challenges, your end users, and how they are most likely to learn, retain information and ultimately make decisions. 

Camille Nicita, President  & CEO

“Customer centricity doesn’t happen by accident. Moving from an abstract philosophy to a tangible business tactic takes understanding. Organizational alignment. And a plan for action”.