Our July ICSA meeting was held at the Loew's Denver Hotel on Mississippi Avenue outside under a tent on a glorious Thursday morning.  We want to extend our thanks to our hotel for hosting our meeting and providing us with a wonderful breakfast.

Colleen Abdullah, CEO, of WOW was our guest speaker.  She was energetic and inspiring.  The philosophy of WOW is to deliver customer and employee experiences that live up to their company name.  And she strives to do just that.

The values of WOW are:

• Integrity
• Respect
• Accountability
• Servitude

They live by these values each day.  Employees from different departments all work together and communicate with one another to provide a great experience for the customer.  Employees have ownership and are empowered to make decisions.  They use a variety of rewards and recognition to keep everyone engaged but the bottom line is that they operate under a service structure rather than a hierarchal structure. 

To measure success, they survey both internal and external customers.  Often companies overlook their internal customers.  But, at WOW everything is based on how happy their internal customers are.

Everyone who attended was impressed by this presentation.  Thank you, Colleen, for your inspiration.