Consultative Approach Extends Beyond Measurement to Enterprisewide Strategy
AUBURN HILLS, MI – May 22, 2018 – As organizations continue to heavily invest in Voice of the Customer (VOC) platforms, Gongos, Inc.’s customer experience practice guides organizations toward the utilization of this data to fuel broader organizational strategy and decision making. According to president & CEO Camille Nicita, this approach has led to over 200% projected growth in its CX practice over the past year.
Grounded in its insights heritage, Gongos’ ability to analyze behaviors and motivations across all touchpoints in the consumer journey provides stakeholders with a comprehensive view of their customers. Moreover, a focus on internal communication initiatives opens two-way channels between executives and frontline employees. Leveraging Gongos’ i°Communities® environment further engages employees in the customer experience process, empowering them to internalize its impact on business objectives.
Director, Customer Experience, Sarah Tarraf was appointed in 2017 to lead the company’s CX practice. Today its multidisciplinary team combines the skills of data analytics, information design, strategy, and change management.
“Many B-to-C and B-to-B companies are dissatisfied with the ROI on their platforms and require strategies that enable them to act on this data,” said Tarraf. “Putting these in place allows us to demonstrate the impact customer experience has on organizational growth and retention.”
“Entrusting customer experience teams to be the connective tissue throughout organizations will have a long-term payoff,” adds Nicita. “While seemingly counterintuitive, aligning internally is a prerequisite to succeeding with customers externally.”
Gongos’ customer experience strategies guide organizations across the healthcare, financial, event management, manufacturing, and insurance industries.
As a decision intelligence company, Gongos, Inc. brings a consultative approach in developing growth strategies grounded in operationalizing customer centricity. Partnering with insights, analytics, marketing, strategy and CX groups, Gongos serves as a translator to help cross-functional teams fuel the competency to gain and apply consumer wisdom, transform decisions into action, and navigate organizational change. Coalescing enterprise data with primary research and curating insights for multiple audiences ensures information is designed to influence actions and behaviors from executives to the frontline.
Gongos partners with clients including Mars Wrigley, Kraft Heinz, Nestlé Purina, Kellogg’s, U.S. Bank, UnitedHealthcare and GM. In 2007, the company was first named to the Inc. 5000 list of “The Fastest Growing Companies in America” and is among the AMA Gold Top 50 U.S. market research organizations. For further insight into the Gongos culture, visit gongos.com.
Read Tarraf’s article “Who Owns the Customer Experience?” as published on mycustomer.com.
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