How Consumer Fusion scaled client intimacy using EOS

Executive overview

Growing fast, Consumer Fusion risked losing the client relationships that defined it. Google Docs and then Salesforce weren't enough. EOS — implemented with a professional implementer — gave them the structure to stay accountable, hire well, and keep every team member aligned.

The right people in the right seats, doing what they love, is what drives retention.

Operational problems before EOS

• Meetings ran 2–3 hours with no clear outcomes
• Teams operated in silos; departments didn't know what others were working on
• No consistent accountability — deadlines were missed without consequence
• Self-implementing EOS brought some improvement but wasn't sufficient

What changed with a professional implementer

• Level 10 meetings replaced unstructured sessions — keeping everyone organised and accountable
• Cross-department visibility became the norm: daily, weekly, and quarterly alignment
• The implementer pushed the team to drill deeper on issues rather than surface them

Hiring and the People Analyzer

• EOS created a process to hire for the right seat, not just the role
• The People Analyzer tool was used to assess every team member against core values
• Hiring Alisa as integrator in 2022 was the turning point — organised, accountable, culture-aligned
• New hire criteria are now clear: core values fit, right seat, doing work they enjoy

Business outcome

• Client retention increased
• Support responsiveness improved — systems ensure calls are answered and needs are met
• Client intimacy — the founding priority — was preserved through growth