- Customer Performance Indicators: New Evidence in Customer-Centric Metrics
In an era where customers are demanding more from brands than ever before, it's time organizations shift their focus to the universal values that matter most to customers—Customer Performance Indicators.
- CEO Spotlight: Camille Nicita, President & CEO
As Gongos celebrates its 30-year anniversary, Camille Nicita reflects on her career journey from intern to President & CEO, and the lessons she has learned along the way.
- Discovery Session: Grow Your Future Customer Value Through CPIs
Discover how the link between the outcomes that matter to customers (CPIs) and business growth (KPIs) can drive reciprocal value & growth for your brand.
- Reframe Business Problems for Your Innovation Needs
When tackling business obstacles, many organizations move so quickly to fix, they fail to solve the root issues that come to light when shifting to an innovation mindset.
- From Theory to Practice: Applying Human-Centered Design to Your Everyday Work
Understanding the theory of HCD is one thing; putting practice into play is another feat. Read our three hallmark qualities necessary when applying HCD strategies.
- Conference Presentation: The Hidden Customer Metrics: A Universal Approach
At the most human level, all consumers are motivated by 15 intrinsic goals that help them thrive. Until now, no one has found the direct link between these goals and organizational business goals (KPIs).
- Operationalizing Customer Centricity: The Intersection of Understanding and Delivery
With such high investment in loyalty management and even higher customer expectations nowadays, there’s no better time for brands to understand what customers value most.
- Many Brands’ Commitment to Customers Ends at Their Pocketbook: Why it Pays to Invest Deeper
What if, instead of measuring success based solely on business KPIs like NPS or CSAT, companies set Customer Performance Indicators focused on reaching the goals that brands can help customers achieve?
- Webinar: Laying the Foundation: Segmentation for Innovation
Today’s leading companies are built on a foundation of innovation and disruption. But when it comes to unlocking new value across the spectrum of consumers, needs-based segmentation shouldn’t be left behind.
- Human-Centered Design: Core Principals for Research
Human-Centered Design offers a powerful way to understand their customers behaviors from a uniquely customer-centric perspective. But what exactly is HCD & what are the best steps to deploy it?
- Webinar: Reinvigorating Your Research Community
Does it ever start to seem like your research community has “run its course?” Or maybe you’re struggling to track accurate ROI and are beginning to wonder whether it’s worth the investment.
- Employees Called Upon to Co-Captain Working Styles in a Post-Pandemic World
With an increased appetite for workplace flexibility, many believe there may never be a time when 100% of an employee base is back in the office. But what does this mean for employee experience and trust?
- From In-Store to Dotcom: The War of Retail Pharmacy
With healthcare’s growing influence and the corner drug store being a critical touchpoint, consumers find themselves with a few select choices. Standing at the forefront of those are CVS and Walgreens.
- Panel Discussion: Communities for Customer-Centric Organizations
Delivering on customer centricity means gaining much more than feedback to concepts, but to understanding customer values, as well as behavioral shifts that impact business decisions from product development to marketing strategy.
- Is a Market Segmentation Right for Your Needs?
Market segmentations can be a powerful tool when appropriately deployed, but how do you know if it is the right solution for your organization?
- Five Landmines for Leaders to Avoid Amid the New Hybrid Landscape
Remote work isn’t a passing fad, it’s here to stay. And whether it’s in-office, remote, or a blend of the two, employees can better meet the needs of customers when they work in a way that suits their working style.
- Research Communities Partner Evaluation Worksheet
Communities are cornerstone to a customer-centric organization. However, to realize their full potential, choosing the right partner is crucial.
- Customer Centricity Playbook
Claiming to be customer centric is easy. Operationalizing customer centricity into day-to-day strategy, however, is where many fall short.