Five Leading Brands Selected by Customers for Their Outstanding Performance in Delivering on Customer Goals

Gongos, Inc., a consultative agency focused on operationalizing customer centricity, announced five winners of the 2021 Value Exchange (Vex) Awards. Recipients were selected via consumer research on 154 global brands for their exemplary commitment to delivering on the outcomes that matter most to customers, or Customer Performance Indicators (CPIs). The winners were revealed in this video presentation at the North American Customer Centricity Awards and Conference, hosted by Arcet Global.

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The five winners were identified based on survey data of over 16,000 consumers analyzed through the predictive component of Gongos’ patent-pending Vex Model. The model calculates the importance of CPIs for any given brand which fuels a quantifiable link between delivering on customer goals and revenue growth. CPIs reflect the functional, emotional, and social goals that customers universally strive to achieve in their lives.

Increasingly, consumers want brands to view them as humans and acknowledge the real-life outcomes they want to achieve. The Vex Model gives consumers a stakeholder seat with brands—enabling corporations to deliver on customer needs while also driving revenue through Future Customer Value. As such, two winning brands were awarded for their performance across 14 CPIs; and three for their performance across the most important functional, emotional, and social CPIs as identified by consumers:

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·  Peloton – Winner Overall CPI Performance

• John Deere – 1st Runner-Up Overall CPI Performance
• Warby Parker – Functional CPI Winner – “Gives me options”
• Louis Vuitton – Emotional CPI Winner – “Makes me feel good”
• Cricket Wireless – Social CPI Winner – “Allows me to connect with others”

“We’re thrilled to see this unique mix of winning brands setting the standard for all brands across industries,” said Camille Nicita, president & CEO of Gongos. “These winners represent the best in class when it comes to delivering on the human-centered goals that matter most to customers and our data show that they stand to increase their revenue growth as a result.”