The Business Problem:

Disconnected Teams and Lack of Actionable Customer Feedback

When Dexian (formerly Signature Consultants) began partnering with Rhythm, they recognized the need to address several key challenges that were hindering their team’s performance.

Non-customer-facing teams felt disconnected from the customer experience, with no structured process for gathering or acting on customer feedback. This lack of connection made it difficult for teams to understand how their work truly impacted clients. In addition, there was no clear system to track progress or measure the success of their efforts in real-time. The team often struggled to prioritize projects effectively and couldn’t assess the impact of their work until much later, resulting in missed opportunities for course correction.

Weekly meetings were held to keep teams aligned, but they focused more on status reporting than on meaningful discussions or problem-solving. As a result, team members often felt blindsided by negative outcomes instead of proactively addressing them through a continuous feedback loop. Without a consistent agenda and predictive insights, it was hard for teams to stay aligned or respond quickly to customer needs.

How Rhythm Helped:

Building a Continuous Feedback Loop for Improvement

The Rhythm team worked with Dexian to implement systems that would boost team morale and help them feel more connected to their customers, metrics, and the business at large. Using the Rhythm software, Dexian teams began recording and discussing customer and employee feedback and using it to improve their delivery. Any team member with a log-in could add this feedback, preventing bottlenecks and increasing visibility. 

As they leaned into this new system, they began to receive more and more positive feedback, which drove them to multiply their good work. 

Predicting & Tackling Issues Together 

With the support of their Rhythm coaches, Dexian transformed their meetings. Using a focused agenda, the team moved away from tedious status reports and began predicting and tackling issues by statusing their goals on a forecast. They operated from a goal dashboard that only included projects that were both achievable and impactful to Dexian’s long-term strategy.

Goals that were encountering “ordinary” challenges were statused yellow, while those that were running into major roadblocks were statused red. The team honed in on these red and yellow areas, tackling issues together and setting concrete action items to get projects back on track. An at-risk goal could not receive a green status (indicating it was on track to reach success by the due date) until its issues had been completely resolved. 

With clear visibility into their goals’ projections, the Dexian team became highly engaged in their weekly meetings and adopted a more proactive mindset. Week after week, the team gained confidence, discipline, and enthusiasm, understanding what needed to be done, how their goals were trending, and how to discuss and resolve problems as a team rather than struggling in silos.

The Results:

As the Dexian team strengthened these new habits, they experienced both process improvements and an emotional shift. They were no longer in the dark when it came to the customer experience, projected goal outcomes, or the company strategy as a whole. This newfound sense of connectedness boosted their confidence and their performance. 

Using the Rhythm software and the guidance of their coaches, Dexian: 

• Improved service delivery by incorporating customer feedback 
• Increased team morale with visibility and collaboration 
• Enhanced meeting engagement and effectiveness