ICSA Annual Conference and the ICSA’s National Customer Service Week

I would like to focus on two things:
the ICSA Annual Conference and the ICSA’s National Customer Service Week. Let’s start with Conference.

A very enthusiastic group of Customer Service Professionals gathered in Richmond, Virginia for three days of inspirational keynotes, educational sessions, and networking. By any measure the Conference was an incredible success. You won’t have to take my word for it as we will be posting video testimonials from conference attendees on both the ICSA website and our Facebook page. So stay tuned for that.

Among several highlights, one new event this year stood out – The IGNITE session on Monday evening. Five energetic speakers each delivered five minute presentations supported by 20 slides that automatically advanced every 15 seconds! Attendees were both enlightened and highly entertained and IGNITE is destined to become an annual Conference highlight!

The ICSA has already begun initial plans for ICSA13 and we hope to announce the dates and location for next year’s Conference before the end of this year.

Now let’s shift to another annual ICSA event, National Customer Service Week! This year NCSW is October 1st through the 5th. But I would like to take a brief trip back to look at how NCSW began.

In 1988, the ICSA created NCSW for two reasons. First, as an opportunity to recognize and celebrate the contributions of front-­-line service providers. NCSW sets aside one week to lift up your customer service reps and tell them how much you appreciate all they do! Secondly, the ICSA created NCSW as a means of increasing awareness of the vital role that customer service plays in the success of a business or organization. Study after study point to the FACT that taking great care of customers has a dramatic and positive impact on the success and profitability of that company.

The ICSA has set up a Facebook page for everyone to post your plans for celebrating NCSW and to post pictures and stories throughout that week. Just go here to post: http://www.facebook.com/NationalCustomerServiceWeek2012 and share your celebrations with everyone!

Remember, to follow the ICSA on Twitter @ICSAtoday. And share your thoughts and ideas with me through email at Bill@icsatoday.org.

Thanks, and….happy National Customer Service Week!

Bill Gessert
ICSA President