As we step into Q4 2024, we want to take a moment to reflect on the last quarter. It was a period filled with challenges and learning opportunities. Many members of our ICC family were navigating significant life events outside our walls, and we are incredibly grateful to them for giving their best effort when it was most difficult. Admittedly, this wasn’t our brightest quarter, but we’ve taken your feedback to heart and are fully focused on implementing changes to bring your experience to the next level. Here’s what we’re working on this quarter, based on the EOS model.

1. Introducing Ale Frakes – Experience Director

We’re thrilled to welcome Ale Frakes as our brand-new Experience Director. Ale’s focus will be on creating and publishing a programming schedule that gives you a reason to visit the lounge every day of the week. These programs will be designed to bring the ICC community together in exciting, educational, and entertaining ways, ensuring that no two days at ICC are the same. Whether you're here to unwind or looking to learn more about the cigar world, Ale’s events will have something for everyone.

2. Andrew’s Rock: Monthly Membership Steering Committees

To strengthen our connection with the ICC community, Andrew will be hosting monthly membership steering committees. These gatherings are designed to give you a direct line of communication with the leadership team, allowing you to share your suggestions, voice concerns, and help shape the future of ICC. Your feedback is invaluable, and we are committed to ensuring your experience aligns with your expectations.

3. Membership Referral Campaign

To help grow our community, we’re launching a membership referral campaign aimed at bringing in new faces. We know our best ambassadors are our members, and this is a chance for you to invite others who will appreciate and contribute to the culture we’ve built at ICC. Plus, you’ll be rewarded for your referrals—an added benefit to sharing what you love.

4. New Loyalty Program in the Fuselage

Starting this quarter, we are rolling out a loyalty program in the Fuselage that will replace our traditional membership discounts. This new system is designed to offer more tailored rewards, giving you even more reasons to enjoy the Fuselage. Earn points through purchases and unlock exclusive perks as you go, all while enjoying the same great atmosphere you’ve come to expect.

5. Reworking Ops Team Expectations

We’re reimagining our operations with a greater focus on delivering in-your-seat experiences. The goal is to bring the ICC service experience directly to you, wherever you are in the lounge. Whether it’s helping you pair the perfect cigar with your drink or offering on-the-spot recommendations, we are refining our operations to be more personal and attentive.

6. Hiring New Faces

To ensure we maintain our high standards, we are expanding our team. This quarter, we are bringing on four new cigar professionals and three new members for food and beverage. These new faces will help enhance the overall ICC experience, whether you’re here for cigars, cocktails, or the camaraderie.

Meet Daniel Himel – Our EOS Implementer

ICC’s success this quarter is driven in part by Daniel Himel, our EOS Implementer. His expertise has helped guide us through challenging times, and his ability to keep us focused and aligned has been crucial. If you run a business that’s struggling to find its rhythm, we highly recommend reaching out to Daniel. He can help guide your company through its next phase of growth, just as he has done with ICC.

We’re excited for what’s ahead, and we’re grateful to have you with us as we continue to evolve. Stay tuned for all that’s to come in Q4, and as always, we look forward to seeing you at ICC!