In Sync

Retail Banking Operation Aligns Processes, Commits to Doubling Revenues

Experiencing stagnant revenues, the retail division of a large regional bank wanted to identify and fix problems in its sales culture. Working with a hand-picked project team of division executives, Flynn Heath Holt designed and implemented a planning process that included surveying employees and interviewing more than 300 people.

The sales picture that emerged was one of competing campaigns, ineffective incentives, poorly tailored training, unclear leadership accountability and an impractical sales-tracking system. Using these insights, the project team worked with Flynn Heath Holt to devise six key business strategies, a communication plan and metrics to measure success.

Impact

Confident about the impending success of the six strategies, the division head committed to doubling the revenues of retail banking operations within three years.