Gap Analysis: Intersect Investments
Introduction
Since September 11, 2001, the financial service industry has been taking a beating and has been trying to staying afloat. Firms have to be one-step ahead of its competitors when it comes to products and services offered if they want to be successful. To accomplish this and maintain credibility on Wall Street, the CEO of Intersect Investment Services recognized the need to create a vision: “Provide a broad set of products and services to consumer and small business customers using a model of customer intimacy that will build long-term relationships based on trust and value to the customer”. An organizational change is necessary for the company to reach its goals and the success will only happen when the company overcomes the obstacles, which it faces that change brings with it.
Intersect Investment Services enlisted the talents of Janet Angelo for her expertise in implementing a “customer intimacy” approach previously at two companies and most recently at another financial institution. Janet was successful in increasing customer loyalty and sales at her previous employers and Intersect Investment knew it was time to bring on-board someone who could help them move from traditional-selling to a customer intimacy model through organizational restructuring in 12 months. Intersect Investment Services consists of a Chief Executive Officer (CEO) with a vision and a talented and experienced leadership team whose primary focus is to realize the vision that will motivate the sales department with the new “customer intimacy” model, improve the brand image, and begin establishing long-term customer relationships. The goal of the new brand image is to gain Wall Street’s attention and trust, so that Inter ...