International Customer Service Association

The International Customer Service Association


Serving those who Serve!


January, 2016

The calendar has turned to 2016 and the new year is well underway!  And so is the ICSA!  Here are just a few new things from the ICSA…

ICSA & Let’s Grow Leaders Join Forces


The ICSA and Let’s Grow Leaders have combined forces to introduce an all new professional development program for directors, managers, team leaders…anyone who has people reporting to them.  For more information about this outstanding, self-paced professional development program, just click this link – Results That Last! – 7 Roles Every Leader Must Master




National Customer Service Week – 2016

The ICSA launched National Customer Service Week in 1984! This year NCSW will be October 3rd through the 7th.  The Official NCSW Theme and Logo will be announced in early April.  The Recognition Committee of the ICSA is working hard to make sure that NCSW16 is the best one yet!

The ICSA Announces the First 2 Members of its Advisory Council!

All new in 2016, the ICSA has introduced its first ever Advisory Council.  “We’re excited about the concept as it will provide ICSA leadership with the opportunity to connect with some of the giants in the customer experience/service industry to seek their thoughts and ideas regarding the strategic direction of the organization,” said ICSA President Bill Gessert.

Here are profiles of Shep Hyken, and Karin Hurt, the first two members of the ICSA Advisory Council!

shep-hyken2-lgShep Hyken is currently ranked as the #1 Most Influential Person in the Customer Experience Industry!  Shep is a world renowned speaker and New York Times Best Selling Author. Just a few of his clients include: American Airlines, AAA, Anheuser-Bush, AT&T, AENTA, Abbot Labs, American Express – and that’s just a few of the A’s!

Shep has been a long-time friend of the ICSA and was the ICSA Keynote Speaker at the Annual ICSA Conference in 2013!  Shep is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller, and, his latest book, Amaze Every Customer Every Time.

He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.


KarinAlso joining the ICSA Advisory Council is Karin Hurt, CEO of Let’s Grow Leaders!  As a keynote speaker, leadership consultant, and MBA professor, Karin helps leaders improve business results by building deeper trust and connection with their teams. A former Verizon Wireless executive, she has over two decades of experience in sales, marketing, customer service, and human resources.

A few highlights from her time at Verizon include: developing a 2200 person sales team that led the nation in store sales to the small and medium business space and transforming customer service outsourcing (10,000 people across 27 centers) to achieve parity with internal centers by building strong cultures that deliver positive customer experiences.

Recently, Karin was recognized on Inc’s list of 100 Great Leadership Speakers For Your Next Conference, American Management Association’s 2015 Leaders to Watch, and one of the top 100 thought leaders in Trusted Business Behavior by Trust Across America.




Membership Special Offer

ICSA – NY, NY – The ICSA is excited to announce that NOW is the BEST time to become a member in the fastest growing, only non-profit association dedicated to assisting customer service professionals and their organizations with their professional growth, development, and recognition, and to linking service professionals world-wide.  And here is why NOW is the BEST time to become a member…

Membership rates will be increasing on April 1, 2016.  So now is the best time to join while the rates are still at this low level!

Become a member and enjoy the benefits of membership including:

  • Automatic membership to your local ICSA Chapter (if one exists in geography)
  • Members only educational webinars
  • Immediate qualification to participate in the annual ICSA Service Professional of the Year program
  • Significant discounts on ICSA Certification training for front-line service professionals and leadership
  • Members only website sections
  • Access to industry whitepapers, benchmark studies, and case studies
  • Job postings and career opportunities
  • National Customer Service Week activities, ideas and events
  • The ICSAToday Newsletter
  • Significant discounts to the ICSA Annual Conference and Regional Events
  • The opportunity to participate in the all-new annual ICSA Scholarship Program (coming soon!)

Join today!  Individual memberships are just $195.00!  Better yet, save even more by joining with several of your colleagues by selecting any of the following group membership options:

  • Small Group Membership for 5 professionals from the same organization – Just $775
  • Large Group Membership for 10 professionals from the same organization – Just $1,500
  • Corporate Membership for unlimited professionals from the same organization – Just $5,000

These rates are good now through the the first quarter of 2016 when they will be increasing.  So act now and take advantage of  member with this outstanding professional association!  To apply for membership just click here: ICSA Membership.



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And Some of our members