Problem Solution: Intersect Investment Services.
Intersect Investment Services (IIS) is losing clients, employees, revenue and investors. IIS must improve its competitive position in a constantly changing financial services industry landscape. Senior leadership of Intersect Investment Company can find ways to align its sales department with the new vision of providing its consumers and small business customers a broad set of products and services using a model of customer intimacy. Intersect Investment is experiencing a major changes with their organization. Employee turnover is up 25% in sales compared to 7% companywide. The top three reasons employees are leaving are; 1) Leadership not communicating, 2) Employees do not believe leadership, and 3) Poor work environment.
Also, another problem is that customer satisfaction has declined more than 10% and growing. Rumors of employee layoffs due to goals not being met are growing quickly. Finally, directors of Intersect Investment are preaching handling more clients in order to sell more products, and ignoring new vision. The biggest problem is that there is no alignment with the new vision. Sales people have been trained on the new sales and service model and many are flat out not using it, and members of the leadership team are not behind it.
Intersect Investment Services will become an industry leader in customer intimacy and financial consulting by motivating their employees to give the best customer service in order to grow customer loyalty.
In order for Intersect Investment Services to grow and become an industry leader, they must make some significant changes quickly. One major change is to have a better communication plan with their employees. ...