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World’s Shortest Case Studies

+43%

Sales conversion

in 2 weeks

The problem: Inconsistent membership sales due to poor execution and high turnover

What they tried: contests, training boot camps, discipline, hiring new people

What we did:

  • Clarified the specific behaviors that most impact membership sales (1 day)
  • Built and launched custom app for managers (1 day)
  • Guided managers to drive results with live accountability coaching sessions

Additional wins: Increased employee engagement and Yelp ratings

+33

NPS

in 4 weeks

 

The problem: Low customer satisfaction due to poor execution and high turnover

What they tried: Constantly hiring and training new people

What we did:

  • Clarified the specific behaviors that most impact customer satisfaction (1 day)
  • Built and launched custom app for managers (1 day)
  • Guided managers to drive results with live accountability coaching sessions

Additional wins: Improved compliance audit scores and morale

+51%

YOY EBITDA

in 1 Quarter

 

The problem: EBITDA targets not hit due to poor execution and high turnover

What they tried: Higher pay, additional management, more training, new hiring systems

What we did:

  • Clarified the specific behaviors that most impact revenue (1 day)
  • Built and launched custom app for managers (1 day)
  • Guided managers to drive results with live accountability coaching sessions

Additional wins: 75% reduction in turnover, reduced expenses for incentives and training

“The culture of any organization is shaped by the worst behavior the leader is willing to tolerate.” – Steve Gruenert & Todd Whitaker

Insights & Inspiration

Appreciate the little things

Appreciate the little things

Most people management advice is recycled BS, but this article is on the right track: frequent, balanced feedback and consistency are fundamental to human behavior. Without systems for building these vital habits, companies will remain stuck in an endless loop of lost...

The limit of metrics

The limit of metrics

Business leaders LOVE metrics - KPIs, OKRs, P&Ls, ROI, NPS, ESS, YOY - we can't get enough. We analyze our dashboards like we work for NASA. And then, armed with our mountain of metrics, we march up to our low performers and say "We need to talk about your...

“Best Practices”

“Best Practices”

As leaders, we are constantly bombarded with "best practices" for building a great culture. The vast majority are vague (Purpose!), over-broad (Mission!), obvious (Values!), and if you have frontline service employees, nearly impossible (Autonomy!). Lou Solomon's...

“Procrastinating on something important is choosing to delay a better future.” – James Clear

Research & Resources

Bad is Stronger Than Good

The greater power of bad events over good ones is found in everyday events

The Emerging Science of Intrinsic Motivation

Intrinsic motivation refers to people’s spontaneous tendencies to be curious and interested, to seek out challenges and to exercise and develop their skills and knowledge, even in the absence of operationally separable rewards.

Positive Psychology: An Introduction

A framework for the science of positive psychology.

The Neuroscience of Goals & Behavior Change

The ways that people set, pursue, and eventually succeed or fail in accomplishing their goals are central issues for consulting psychology.

Self-Determination Theory

People are centrally concerned with motivation — how to move themselves or others to act.

The Impact of Recognition on Employee Performance

Although money receives the most attention as a reinforcer and incentive motivator, and is even equated with reward systems by practicing managers, there is increasing evidence that contingently administered recognition can be a powerful reinforcer to increase employee performance.

“Information is not knowledge.” – Albert Einstein

Recommended reads

Nudge | Richard Thaler & Cass Sunstein

Every day we make choices—about what to buy or eat, about financial investments or our children’s health and education, even about the causes we champion or the planet itself. Unfortunately, we often choose poorly. Nudge is about how we make these choices and how we can make better ones.

Thinking Fast and Slow | Daniel Kahneman

In his mega bestseller, Thinking, Fast and Slow, Daniel Kahneman, world-famous psychologist and winner of the Nobel Prize in Economics, takes us on a groundbreaking tour of the mind and explains the two systems that drive the way we think.

Influence | Robert B. Cialdini, PH.D.

In this highly acclaimed New York Times bestseller, Dr. Robert B. Cialdini—the seminal expert in the field of influence and persuasion—explains the psychology of why people say yes and how to apply these principles ethically in business and everyday situations.