The Business Problem:

Far from Customers and Lacking in Confidence

When Dexian—at the time called Signature Consultants—began working with Rhythm, they knew they could enhance their team’s performance by addressing some key challenges.

Non-customer-facing teams felt distant from customers; there was no solid system in place for receiving and incorporating customer feedback. The Dexian team also lacked confidence, feeling unsure of how to prioritize their projects and unable to see if their weekly efforts were yielding impactful results until much later.

The teams were holding weekly meetings to stay up-to-date, but these were heavy in status reporting and low in engagement. These meetings did provide insights into forecasted results or encourage conversations about how to correct issues before they became too big. Without a consistent agenda and predictive conversations, team members often felt blindsided by negative outcomes.

How Rhythm Helped:

A Virtuous Circle of Feedback

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:

A New, Bright Outlook  

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