CASE STUDY

Brookdale is the largest senior living provider in the United States with more than 1200 business professionals. The complex decision process related to senior care creates many barriers for critical buyers. 

Working with senior leadership, we redefined the specific customer journey and how that comes to life in the sales message experience. Our focus and strategy was on positioning their team as guides for the decision process. This included new conversation tools, messages, and experiences designed to educate and align all influencers through the consensus-driven sales message process. 

We deployed the program over 6 months using a highly structured process. New concepts were first introduced by the leadership team, then shared with front-line coaches before their business reps were trained. The effective strategy also included a complete set of reinforcement skills and coaching tools.

Key performance metrics saw significant improvement, including double-digit increases in close rates. Greater consistency in sales execution and quality coaching driven by the program also decreased rep turnover of more than 10%.