Administrators faced serious sanctions from the NCAA. They were overwhelmed with information and uncertain about how to present their case. There was great apprehension about the program’s future.They felt they were being singled out and treated differently, even when they tried to cooperate.
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The organization was challenged with reselling to the same sponsors for a new development project. These sponsors had already invested a significant amount of money with the team. The organization’s designs for the new development were more team-centric than sponsor-centric. Typically, sponsors are accustomed to teams taking the sponsor agency ideas rather than the team’s designs.
COVID-19 forced the closing of in-person customer visitor centers across the globe. Travel was shut down. All customer experiences were now virtual and there was no contingency plan to replace the in-person experience. Time was of the essence.