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Cee Customer Loyalty Marketing Summit Poland
 

Cee Customer Loyalty Marketing Summit Poland

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Loyalty marketing, Loyalty Summit Engagement and customer intelligence conference in Cracow, Poland featuring Terry Hunt (Tesco), Michael Leander and other speakers

Organized by Blue Business Media, Poland

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    Cee Customer Loyalty Marketing Summit Poland Cee Customer Loyalty Marketing Summit Poland Document Transcript

    • 15-16 April 2010 Hotel Qubus, Cracow The largest loyalty sector meeting in Poland! POLAND & CEE CUSTOMER LOYALTY SUMMIT For the first time 2 parallel Conferences: Loyalty Programs and Customer Insight • Over 35 presentations – 11 experts from abroad For the first time in Poland! • Case studies: retail, telecommunications, banking, services, pharmacy – 8 parallel sessions in total! • A special, two day workshop session • An additional legal and tax day Terry Hunt Chairman EHS Brann (UK) The co-creator of the Tesco ClubCard Program, co-author of the „Scoring Points” bestseller Among the speakers: Special guests:: Jacek Pasternak Krzysztof Swaczyna Iwona Błaszczak Marketing Director Loyalty Program Manager Loyalty Program Team Koelner Alma Senior Manager Carrefour Polska Marcin Drzewiecki Magdalena Mularuk Marketing Director Marketing Director Bartłomiej Murawski Loyalty Partner Polska Real Team Manager of the VITAY (PAYBACK) Program Development Team Mike Chris Jacobs Simon Rees Damian Gucza PKN ORLEN Artur Brzęczkowski Director of the Marketing Wittenstein Independent CRM Sales & Marketing The Authority Customer Loyalty Director Marketing Director Communications Team Joanna Stasiecka on Customer Consultant (UK) Idiro Technologies (UK) Allegro Pioneer Pekao TFI Manager of the Loyalty Experience (USA) Operations Katarzyna Dubno Monika Boroszewska Real Marketing Programs CRM Director Department Manager GE Money Bank Marcin Piechocki PLL LOT Management Board Member Tamara Rubin Torfarm Arkadiusz Chłopik CRM Director Office Marketing Manager ING Bank Śląski Vitor Antunes Costa Xerox Loyalty Network Animation Anna Szczurowska Manager Miloš Ryba Michael Laurence Stock Ivan Karlovic CRM Manager Accor Analyst Leander International Director CRM Data Mining Specialist Telekom Austria Planet Retail (UK) Nielsen Groupe Aeroplan, Telenor Serbia CEO, Fokus Integrated Nectar (UK) (Denmark) Media patrons:
    • ParticiPation in the LoyaLty Programs is the Ladies and Gentlemen! oPPortunity to: I have observed the development of the loy- • meeting loyalty guru: Terry Hunt – co-creator alty market in Poland with great attention for of the Tesco Club Card, uccess, co-author of the almost 10 years. As in the rest of Europe, we are also „Scoring Points” loyalty bible looking for a way to make the program attractive, de- spite being on the market for a loang time and of cour- • taking a look at England’s largest multi-partner pro- se to have it bring effects. A very strong trend, which gram – Nectar is becoming more rooted also in Poland, are multi- partner programs. • a look into the most current research report regar- ding the development of loyalty in the retail sector It is evident that companies are searching for new co- alitions! The fact that loyalty programs have beco- • becoming familiar with the newest programs on the me common in almost all sectors means that marke- Polish market: Raiffeisen Bank Polska, Guardian ters are aware of the huge strength of customer re- Częstochowa, Autocard, Koelner lations. In this situation, one of the most important is- sues is the management and the effective use of the • choice from among 35 presentations – 8 paral- collected data. We will show you how the leaders in lel sessions as well as an exchange of experience Poland and Europe do this! from among the most experienced experts on the Polish market, both during the discussion panels See you in Cracow, during the two parallel Confe- and the evening banquet! rences: Loyalty Programs and Customer Insight!! the participant profile of the Loyalty Programs conference: Katarzyna Klimkiewicz Project Manager ParticiPation in the event is the oPPortunity to choose CEO, Management Board Member 19% from Lectures of two Director, Loyalty Program Manager 18% Director Marketing Department Manager 39% ParaLLeL conferences – over 35 Director, Sales Department Manager 21% Presentations, 4 ParaLLeL sessions Other 3% each day! Participation in customer insight is the opportunity to: the participant profile of the customer insight conference: • meet one of the greatest world authorities in the field of customer experience: Mike Wittenstein (USA) • an exchange of experiences with representatives of the largest telecommunications operators: Mobil- tel Bulgaria, Telenor Serbia, T-Mobile Austria, Tele- kom Austria Director, CRM Manager 41% • case studies from the retail and finance sectors: GE Money Bank, Real Director, Customer Service Manager 23% Director, Business Analysis Manager 17% • a choice from among 35 presentations – 8 paral- Director, Research and Development Manager 14% lel sessions Other 5%
    • WORKSHOPS BUild A CUSToMER loyAlTy STRATEGy lEGAl ANd TAx ASPECTS meaning how to plan, implement and develop a loyalty program, which will change the face of the company oF loyAlTy PRoGRAM Leader: Andrzej Łapeta (KUC Advertising Company) Leader: Xawery Konarski (Traple Konarski Podrecki) day i, 13 April – Tuesday th Module I, 14th April – legal aspects 9:30 Registration and a morning cup of coffee 9:30 Registration and welcome 10:00 Creation of customer loyalty strategy bases in the company 10:00 loyalty programs – legal issues • A review of the loyalty strategies on the following • Loyalty programs and motivation programs – legal markets: Polish, European and American differences • An analysis of the advantages and disadvantages of • Corporate programs and multi-partner programs various strategies – if and when it is worth working on customer loyalty? • Loyalty programs and selected forms of sales promotions 11:00 Coffee break • The most important provisions of the agreement on the accession to a loyalty program 11:15 Establishing an individual loyalty strategy for your company – exercise 11:00 Coffee break • Key loyalty factors for my sector • Customer creation strategy 11:15 loyalty programs – legal issues – cont. 12:45 Lunch • Collections of personal data created within the frame- work of the loyalty programs 1:45 Under what conditions will the selected strategy bring • The marketing of sensitive goods and services and the expected benefits – discussion loyalty programs • The selection of the program form relevant for a gi- • Loyalty programs and unfair competition and unfair ven business market practices • When does the program bring profits • Establishing the program objectives 12:45 Lunch • Program form selection 2:45 Coffee break Leader: Katarzyna Szafrańska-Blank (PWC) 3:00 How to convince the company owner or management of our opinions Module II, 14th April – tax aspects • An assessment of the solutions of other participants 1:45 loyalty programs in the tax law – general rules 4:00 End of day 1 of the workshops • Types of loyalty programs and the rules of their taxa- tion – the organizer’s taxes – when the loyalty program can Dzień II, 14th April – Wednesday constitute full deductible costs 9:30 Registration, welcome and morning coffee – participant taxes – if and how much the participant will pay for receiving an award in the loyalty program 10:00 Loyalty program development – directions of • The perception of loyalty programs by the Tax Office – development the newest practices • Analyzing the development paths in the form of a multi-partner program • Searching for new partners for further development 2:45 Coffee break • Searching for new award suppliers • A program based on a common currency 3:00 documenting expenses incurred within the framework 11:00 Coffee break of the loyalty programs • How to correctly document the transfer of the awards 11:15 The Four Formula Methodology – the rules for for tax purposes creatingmulti-partner programs • Integration formula • he rules for creating loyalty program regulations • Distinction formula from the point of view of the tax law – provisions re- • Identity formula garding rivalry, grossing – up the awards as well as • Value formula tax collection 12:45 Lunch 4:00 Ending, handing out certificates 1:45 Opportunities and threats of the development of a loyalty program (on participant examples) WORKSHOPS FORM: • Various paths of program development • Planning the program’s identity We have planned the workshops as interactive meetings, the • Values creation – what types of profits will the pro- objective of which is to solve specific problems and have discussions gram bring with the leaders as well as other participants. 2:45 Coffee break Participants will receive materials including fragments of the lectures 3:00 Maintaining control over the program’s development as well as tasks for individual completion two weeks before the • Diversifying the program on the market commencement of the workshops. During the workshops, half of the time will be allocated for the completion of the exercises, discussing 4:00 Ending, handing out certificates them as well as conversations between the participants.
    • day i – 15th April, Thursday CoNFERENCE PRoGRAM Plenary session Leader: Jacek Powałka (GOH) 9:30 Registration and a morning cup of coffee 9:30 Rejestracja, przywitanie i poranna kawa 10:00 10:00 Maximising the potential of your customer data to intensify loyalty Chris Jacobs (Independent CRM/Customer Loyalty Consultant) 10:40 How Tesco built a rich relationship with 15 million customers 10:40 ClubCard Tesco Club Card Terry Hunt (EuroBrann)4D) (EHS RSCG • H ow did Tesco create the most successful retail loyalty program in the world? H • ow did Tesco create the most successful retail loyalty program in the world? • Continuous innovation and improvement, the successes and the failures • Continuous innovation and improvement, the successes and the failures • What lessons have been learned? • What lessons have been learned? 11:30 Przerwa na kawę 11:30 Coffee break Conference Loyalty Programs Main Session Multi-Partner Programs Leader: Jacek Powałka (GOH) Leader: Tomasz Burdziński (Oskar Wegner) 11:50 The latest battle for customer allegiance 11:50 How to launch a Coalition loyalty Programme Nectar Miloš Ryba (Planet Retail) Laurence Stock (Groupe Aeroplan) • Loyalty schemes – global overview • Partner Selection • Loyalty schemes have become a ground for • International Knowledge Transfer competition • Brand & Launch Marketing • Tesco and Carrefour investing in the analysis of data 12:20 Partner Program as an element of building effective, gathered from loyalty cards to tailor their stores long-term relations with the customer 12:20 Retaining the customer in the program as the result Class & Club of an effective communication strategy Tomasz Straszyński (Raiffeisen Bank Polska S.A.) • The selection and role of partners in the program SPAR • Communication strategy with the program Marek Szybalski (SPAR) – awaiting confirmation participants • Managing relations and contact with program 1:00 Lunch participants 1:00 Lunch 2:00 Various dimensions of values as a basis of loyalty 2:00 How to increase the level of activity of program towards the trade partner brands and final buyers participants Guardian Częstochowa Allegro Artur Brzęczkowski (Allegro) Marek Banowski (Guardian Częstochowa), • The use of coupons in promotion (available offline) Piotr Lutek (Synergia) • The promotion of category x times more points for • Ingredient brand as the initiator making purchases in the promoted category (ingredient branding) 2:40 Coffee break • Loyalty based on new marketing tools 3:00 Multi-branding and multi-partnerships in the loyalty • Loyalty program as a virtual business unit sector as the only path to the future 2:40 Coffee break Autocard Łukasz Róg (Autocard) 3:00 loyalty program: benefits for the company, • Loyalty in the automotive sector and building customer loyalty • Where and how to look for partners, meaning who definitely does not fit our program Carrefour Polska • How to use the partner’s competencies as a benefit Iwona Błaszczak (Carrefour Polska) for everyone • Base and target points 3:40 How to get into a leading position – 1 million active • Action efficiency measurement cards in 2 weeks • The development of new marketing communication PAYBACK channels Marcin Drzewiecki (Loyalty Partner Polska) • Marketing campaign – shows every step of the way, 3:40 oxford discussion how to effectively promote new quality An award system or (a program based on) relations • Marketing platform PAYBACK as an example marketing? of innovatory direct marketing 4:20 Panel discussion Moderator: Jacek Powałka (GOH) Marek Banowski (Guardian Częstochowa), An individual or mutual program? Moderator: Tomasz Burdziński (Oskar Wegner) Andrzej Łapeta (KUC Advertising Company), Eksperci: Krzysztof Swaczyna (Alma), Damian Gucza (Pioneer Pekao TFI) Magdalena Mularuk (Real), Artur Brzęczkowski (Allegro), 4:20 End of day 1 Bartłomiej Murawski (PKN ORLEN) 5:00 End of day 1 8:00 Evening banquet in one of the best restaurants in 8:00 Evening banquet in one of the best restaurants in Krakow’s Kazimierz District Krakow’s Kazimierz District Simultaneous translation in English and Poland shall be provided general session parallel sessions
    • PolANd & CEE CUSToMER loyAlTy SUMMiT Participation in the event is the opportunity to select from lectures at two parallel conferences: loyalty Programs and Customer insight – over 35 presentations, 4 parallel sessions each day! Conference Loyalty Programs Conference Customer Insight Sesja BTB Customer insight Strategies 11:50 if and how loyalty can be established with business Leader: Andrzej Łapeta (KUC Advertising Company) partners 11:50 Developing cost-effective strategies that maximise Xerox Xtra Club the loyalty of your customers Arkadiusz Chłopik (Xerox) – awaiting confirmation Honda UK • Good motivation or effective communication – what Matt Gibson, (Honda UK) to choose? • Creating a proactive and dynamic dealer network • What strengthens and what can damage an effective committed to being the best retailer in town loyalty program • Engaging with a customers to create 12:20 Effective methods on creating a real, not “bought” a „Customer Panel” customer loyalty • Both of these strategies are beginning to work for us, rewards in loyalty, retention and reduction Koelner in goodwill are beginning to improve Jacek Pasternak (Koelner) 12:20 The secret of optimal customer relations management, • A customer in time of recession - what about their meaning customer insight in practice loyalty? • Proven mechanisms on how to retain a customer as a GE Money Bank recipe for real loyalty Monika Boroszewska, Beata Żmudzka (GE Money Bank) • How segmentation allows the needs and behaviours 1:00 Lunch of our customers to be recognized • Optimizing–database marketing actions 2:00 Revitalizing the loyalty program • Cross-channel management on the example of optimizing communication channels LOT dla Firm for Business Katarzyna Dubno (PLL LOT) 1:00 Lunch • Adjusting the program to the needs of the target group 2:00 loyalty Roi . The entire truth on the economic effects • How to activate customers of investing in loyalty • Secrets of attractive and effective communication Andrzej Łapeta (KUC Advertising Company) • Proper calculation of marketing ROI 2:40 Coffee break • ROI and segmentation • ROI and customer value 3:00 How to increase the profits of a loyalty program • Interactive models for fast ROI calculation at a lower cost Świat Zdrowia (The World of Heath) 2:40 Coffee break Marcin Piechocki (Torfarm) 3:00 increasing customer retention indicators • The loyalty program as a pretext to generate revenue in the telecommunications and financial sectors from accompanying businesses • Advertising, press publications, B2B unique telecommunications and financial sectors services – meaning how to generate profit to cover the program’s operations Tamara Rubin (ING Bank Śląski) 3:40 End of day 1 3:40 End of day 1 8:00 Evening banquet in one of the best restaurants in 8:00 Evening banquet in one of the best restaurants in Krakow’s Kazimierz District Krakow’s Kazimierz District Simultaneous translation in English and Poland shall be provided general session sesje równoległe
    • day ii – 16th April, Friday PRoGRAM Plenary session Leader: Jacek Powałka (GOH) 9:30 Registration, welcome and morning coffee 10:00 Aligning the front line customer experience for bottom line results Mike Wittenstein (The Authority on Customer Experience) 10:40 Social media as a modern method for building your customer relations Michael Leander Nielsen (Fokus Integrated) • How to use social media to increase the customer experience and improve customer service • How to measure the customer experience and the conversation in social media • How to utilize effective direct marketing to increase and sustain loyalty 11:20 Coffee break Conference Loyalty Programs Main Session Financial session Leader: Jacek Powałka (GOH) Leader: Tomasz Burdziński (Oskar Wegner) 11:40 The financial market and building loyalty 11:40 An increase in the effectiveness and the attractiveness of a loyalty program Damian Gucza (Pioneer Pekao TFI) • What type of customer is it worth linking with VITAY the brand – customer value • Information on the customer as a success factor Bartłomiej Murawski (PKN ORLEN), Areas influencing customer loyalty Wioletta Krasnodębska (PKN ORLEN) • How to avoid an increase in the churn indicator • Support of analytical tools in designing direct • Sample mechanism for building loyalty communication • Customer service as an emotional element between • Designing pro-sales promotions through text the brand and the customer messages, receipt printout, e-mail– live demo 12:20 Lunch • Effectiveness calculating methodology 1:20 is it possible to link a customer with a financial 12:20 Lunch institution for good? Toyota Bank Polska 1:20 The economic crisis – a catastrophe or an opportunity Anna Kamińska, Dorota Szulkowska (Toyota Bank Polska) for the loyalty program • Is a loyalty program the right solution? A|Club Loyalty Program • Examples of effective tools for crating long-term customer re- lations Vitor Antunes Costa (Accor) 2:00 Interactive workshops, world trends in loyalty programs in the financial 2:00 Tools for the effective retention of a program sector, the possibility of adaptation to the Polish participant market Procter&Gamble, NAVO PGD Tomasz Burdziński (Oskar Wegner) • Benefits for program participants: points, status Magdalena Ciesielska (Procter&Gamble) and other possibilities of providing awards Roman Gajczewski (NAVO Polska Grupa Dystrybucyjna) • Loyalty programs as a cross selling tool for profiling • How to use an internet platform to raise a program’s customer behaviours effectiveness • Managing the customer data base – the method • The importance of points – what to do for program of collecting and selecting information, participants to exchange points for awards? the possibilities of their use • Mutual business building with traditional market • Partners in the loyalty program – the selection stores with the help of loyalty programs as a tool of partners for sales support • The loyalty program as a source of additional revenue 2:40 Ending, handing out certificates 3:00 Ending, handing out certificates Simultaneous translation in English and Poland shall be provided general session parallel sessions
    • PolANd & CEE CUSToMER loyAlTy SUMMiT Participation in the event is the opportunity to select from lectures at two parallel conferences: loyalty Programs and Customer insight – over 35 presentations, 4 parallel sessions each day! Conference Customer Insight data Usage data Collection and interpretation Leader: Andrzej Łapeta (Firma Reklamowa KUC) 11:40 Overcoming the challenges of gathering and analysing customer data in order to develop targeted loyalty 11:40 How to use insights from Social Network Analysis schemes to drive improve retention, loyalty and much more Telenor Serbia Simon Rees (Idiro Technologies) Ivan Karlovic (Telenor Serbia) • How Social Network Analysis adds a new dimension • Understanding the importance of gathering relevant to customer insight for telcos and complete customer data and assessing the • Case studies of the application of SNA insights to impact of not doing so in terms of: driving retention, loyalty, acquisition, cross-sell – Cost-efficiency of retention schemes – Customer loyalty 12:20 Lunch • Managing the challenges of integrating and processing complex customer data drawn from 1:20 The new methods of increasing customer loyalty multiple sources • Leveraging the integrated data to develop a holistic Telekom Austria view of your customer and to provide them with what Anna Szczurowska (Telekom Austria TA AG) they want or need • Innovative way of monitoring customers’ loyalty as well as comparison with competitors based on customer satisfaction research 12:20 Lunch • Building loyalty through closed loop structure in customer management process • Using of innovative analytical model „expected 1:20 What data is worth collecting and how deeply should value” to optimise customer contact management it be processed strategies (avoidivng customer over contacting; maximising contribution margin etc.) T-Mobile Representative T-Mobile Austria 2:00 The seven wonders of the world of loyalty • Multi-channel data collection - threats Jacek Powałka (Great Open House) • LTV historic data, segmentation, churn • An analysis of the most interesting loyalty • Joining the companies and data fluctuation implementations from the world, from the perspective of data and their use • 7 reasons, which have resulted in the success of 2:00 Good practices in data collection and analysis the programs: Tesco Club Card, Neiman-Marcys In- – We are awaiting confirmation of the subject Circle, Grohe Professional Club(B-to-B), Starbucks Coffee(USA),5Plus Real • “Turbodymomen” of loyalty programs, meaning Joanna Stasiecka (Real) the dynamic segmentation models in practice 2:40 Ending, handing out certificates 2:40 Ending, handing out certificates Simultaneous translation in English and Poland shall be provided general session sesje równoległe
    • SPEAKERS Terry Hunt Mike Wittenstein Chairman, EHS Brann The Authority on Customer Experience Terry has been directly involved in customer reward and enga- For more than two decades, Mike has led change and inno- gement strategies both in the UK and overseas for over 15 years. vation initiatives for clients in the fields of customer rela- Programmes include Tesco Clubcard, HMV Pure, Waterstone’s Card, tions, services, retail, travel, media & entertainment, telecom- Economist Circle, Diesel Cult, Homebase Spend & Save. Terry has munications, technology, sales, quick-service restaurants, been most closely involved in the development of Tesco Clubcard non-profit, financial services, education, consumer package go- and co-authored Scoring Points, the international best-selling book ods, healthcare, government and transportation. He is also author on Tesco’s pioneering customer programme. (Designed Experiences: A Practical Guide for Leaders), one of the founders of the International Designed Experiences Al- liance Network TheIDEA-Net.com. Chris Jacobs Independent Consultant in Customer Loyalty/CRM area Michael Leander Nielsen He has worked in business systems for over 35 years, the last 18 of Chief Executive Officer, Fokus Intergated which have been exclusively in consumer-focused marketing appli- Michael Leander Nielsen is a recognized authority in the di- cations. He has been personally involved in the design and imple- rect marketing space. A frequent speaker and lecturer he is also mentation of over 60 loyalty/CRM schemes in the UK, Europe and the current Chairman of FIMAC and a consultant to Eastern Eu- beyond, and has an in depth, practical understanding of the diffe- ropean corporations.More about Mr. Leander Nielsen here rent issues involved in building customer relationships in a wide [http://meemoo2.com]. range of industries. Simon Rees Vitor Antunes Costa Sales & Marketing Director, Idiro Technologies Loyalty Network Animation Manager A|Club Loyalty Progra, Accor In 2005, Simon left the World of the Telecoms Operator to join Hotels France Idiro Technologies, a leader in the field of Social Networks Analysis In charge of Hotel Network Animation since 2006. Launched A|Club for Mobile Operator marketing. In Idiro, Simon is responsible Loyalty Program in September 2008. for customer marketing consulting as well as for heading up the sales and marketing functions. Laurence Stock Miloš Ryba International Development Director, Groupe Aeroplan Analyst, Planet Retail He joined Loyalty Management Group (now Groupe Aeroplan) in He has been analysing the retail sector in Central and Eastern Euro- 2004 in the Business Development team and he was responsible pean countries for a number of years. Miloš has presented for generating new revenue streams for the Nectar programme at leading conferences in Eastern Europe and regularly contributes and the following projects: The signing of ebookers as a Sponsor to media on retail topics. His keen knowledge and expertise lie and Rewards Supplier, The launch of Nectar eStores, The signing within the Russian market and loyalty schemes. and launch of mobile2points, The Nectar Child Trust Fund and the Nectar Film Club. Now he moved in to the international development Anna Szczurowska team and is working on the launch of the company’s next major co- CRM Manager Team CRM Analytics&Developement, Telekom alition loyalty programme, in Italy. Austria Since 2007 she has been in CRM Department in charge of develo- ping customer loyalty initiatives, improving of customer experience Iwona Błaszczak and involved in setting customer contact strategies. She also initia- Loyalty Program Senior Manager, Carrefour Polska ted implementing of new customer contact channel and is coordina- Manages the Rodzinka loyalty program, functioning in supermarket ting improvement of customer contact data. chains. In previous years, she gained sales and marketing experien- ce in Nestle Polska, working with such brands as Nescafe or Winiary. Artur Brzęczkowski Marketing Directorfor the Allegro Group, QXL Poland Magdalena Mularuk He was initially responsible for relations with the web page’s most Marketing Director, Real, Metro Group important partners, then for Allegro’s marketing, and presently for She is responsible, among others, for the company’s marketing the group’s marketing, PR community. strategy, media, sales promotions as well as new products develop- ment.She has gained professional experience in companies such Katarzyna Dubno as: Ikea, Colgate-Palmolive, S.C.Johnson. Marketing Program Department Manager Manages the Miles&More frequent flyer program on the Polish mar- ket as well as the program for small land medium sized enterpri- Marek Szybalski ses – LOT for Business. She is also credited with the migration Trade Director, SPAR Polska of the LOT Voyager and Qualiflyer loyalty programs. Possesses over fifteen years of experience in traditional as well as modern trade on the Polish and the European market in the fields of production, purchasing, sales and FMCG product distribution.He Damian Gucza has worked for SPAR Polska for the past seven years. Earlier, he held Director of the Marketing Communications Team, Pioneer Pekao TFI management positions in companies including: Aromat Snack, El- Possesses ten years of experience in marketing and advertising breweryCo.Ltd., EduschoPolska. (3 years in the financial sector), gained in corporate marketing and advertising agencies He is responsible for: investment fund adver- Jacek Powałka tising campaigns, promotional and sales materials, Vice Chairman of the Board, CEO, Great Open House Public Relations, CSR. The lecturer at the Polish and international conferences on marke- ting strategies. He is an expert in CRM, integrated marketing and loy- Arkadiusz Chłopik alty programmes. He gained his experience in ATL and BTL in Pep- Office Marketing Manager, Xerox Polska sico Poland, Polkomtel, TP SA, Meteor Mobile Communications (Ire- Manages the office group marketing department, he is responsible land). He was the only Polish citizen to be the advisor to the Chair- for creating and implementing marketing actions, demand among man of the Board of France Telecom in Paris. He is also the co-au- the partner channels as well as end customers, pricing policy as well thor of the loyalty programme „5 Plus” for Polkomtel and the „Mię- as communication in the partner channel. dzy Nami” (Among Us) programme in Dialog Telecom. Marek Banowski GlasMax Program Coordinator, Guardian Częstochowa Joanna Stasiecka Responsible for the coordination, creation and all actions connected Director of theLoyalty Operations, Market Analysis and Research, with the program. A consultant in the scope of marketing for many Real Metro Group years. Previously the Trade Director for MK Café, among others.
    • PolANd & CEE CUSToMER loyAlTy SUMMiT Marcin Piechocki Ivan Karlovic CEO, Management Board Member, Torfarm Group CRM Data Mining Specialist, Telenor Serbia Responsible for the implementation of a national loyalty program for He works as the CRM Data Mining Specialist for Telenor Serbia. customers of the Świat Zdrowia pharmacies cooperating with distri- With the vision to support the overall CRM strategy, enjoys in- bution companies within the framework of the Torfarm Group. One volvement in numerous cross-functional projects as the lead of his more important successes is linking over 150 pharmacies all on predictive analytics, segmentation and customer insight to help over the country into a partnership network. develop and retain customers. Xawery Konarski Katarzyna Szafrańska-Blank Lawyer, Associate, Traple Konarski Podrecki Legal Office Senior Manager in Consumer Products, Retail and Distribution , The legal expert of the Polish Chamber of Information Technology Tax Consultancy Department, PricewaterhouseCoopers and Telecommunication (PIIT) and the Direct Marketing Association She is the licensed tax consultant. She specialises in issues of tax (SMB). He is the author or the co-author of the scientific publica- risk management in the area of marketing expenses, and in con- tions on the advertising law, including the books: “The Internet and sulting for the sector of retail and distribution. She has many years the Law In Practice” (2002) and “The Commentary to the Act on Pro- experience in tax consultancy, and advising customers in the area viding E-Services” (2004). He is the member of the Programme Com- of tax categorization of marketing expenses. She is the co-author of mittee of the quarterly magazine “New Technologies Law”. He par- the publications within that scope, including the book “Representa- ticipated as an expert in the legislation works on the law amend- tion, Advertisement and Promotion. Tax Issues” ment within the scope of the new technologies law and protection of personal data (2004). Tomasz Straszyński Andrzej Łapeta Manager of the Cooperation Team with External Business Partners, Strategist, Firma Reklamowa KUC Raiffeisen Bank Polska Consultant in the extent of creating and modifying loyalty programs. He manages the New Business Development Team in the Reta- He has dealt with management and marketing for over 15 years, and il Banking Department of Raiffeisen Bank Polska S.A. He is respon- for the past seven years he has been specifically interested in rela- sible, among others, for the implementation of the Master Card tion building programs.Speaker at many Loyalty Program Congres- Word Class& Club credit card to Raiffeisen Bank Polska S.A.’s offer ses. as well as the implementation and development of the Class&Club Partner Program. Łukasz Róg Vice President of the AutoCard Management Board, President of Tomasz Burdziński the Euro Dental Clinik Management Board Strategic Director, Oskar Wegner He is responsible for the first multi-partner loyalty program in the au- For the last10 years he has been developing and implementing mar- tomotive sector – Autocard. keting plans on the strategic and operational level. He is an expert Krzysztof Swaczyna in systems of building and developing the customer relation and Loyalty Programme Manager, Alma Market data analysis. He participated in the emergence of the concepts of He is responsible for the initiatives and the activities of the Connois- motivation and loyaltyprogrammes forAIG Credit, Amica, Aviko, Farm seur Club. He has a wide-ranging experience, which he gained wor- Frites, 3M, Toyota More. king as the project manager in the call centre and customer service industry. He cooperated in many loyalty programmes, including Se- Bartłomiej Murawski phora Club and Premium Club. Team Manager of the VITAY Program Development Team, PKN ORLEN Jacek Pasternak He has dealt with the topic of increasing customer loyalty for over Marketing Director, Koelner Group 10 years. He is responsible, among others, for the promotional use He is currently involved in the creation of a new marketing organi- of the VITAY Program at PKN ORLEN. zation, responsible for the needs of an international entity. He was previously responsible for market relations in the Impel Group. Monika Boroszewska CRM Director, GE Money Bank Wioletta Krasnodębska Presently, she manages the team creating x-sell strategies for con- Coordinator of the VITAY Program Development Team, PKN ORLEN sumer finance product lines addressed to the bank’s regular custo- She has dealt with sales promotions as well asdirect marketing at mers. She created antiattrition processes from scratch directed at PKN ORLEN for the past three years. She has participated in the con- counteracting customer loss. She also implemented direct marke- struction of an analytical tool for designing direct communication ting campaigns in the frames of a loyalty program. She created and and uses it in her everyday work. managed an up-sell process for one of the bank’s products. Roman Gajczewski Vice President of the NAVO Polska Grupa Dystrybucyjna Manage- Beata Żmudzka ment Board CRM Modeling and Forecasting Manager, GE Money Bank In 2001 he became Vice President of NAVO PGD, created by five P&G She is responsible for the support and optimization of activities Regional Distributors, which became the strategic partner of Proc- aimed at effective customer relations management with the use ter&Gamble on the traditional market in Poland. He has also recen- of advanced statistical techniques, optimization, and data mining tly become responsible for the development of new business pro- tools. jects in NAVO. Piotr Lutek Marcin Drzewiecki Management Board President, Synergia Marketing Director, Loyalty Partner Polska He specializes in the field of strategic marketing, market surroun- Many years of experience in modern commerce, also in the posi- ding analysis techniques, tools for assessing the attractiveness of tion of Marketing Director for Carrefour Poland, and Customer Insi- an enterprise, marketing research, brand management, and sales ght Manager for Tesco Poland, where he was responsible for the in- techniques. troduction and development of an internet consumer research pro- Anna Kamińska gram. Deputy Director of Direct Sales Department, Toyota Bank Polska Matt Gibson Responsible for the sales of retail products within the bank and thro- Head of Customer, Honda UK ugh external suppliers, and for the quality of the bank’s customer Matt has been in Honda for 27 years, starting his career in the Mar- services. Participates actively in creating and realizing the bank’s keting department before moving into Sales, Network Development, strategy towards its clients in the Loyalty Program More. Aftersales and now as Head of Customer where his role is to lead two teams of Customer Relations and Customer Understanding. Passionate about understanding what drives loyalty and advocacy Dorota Szulkowska in customers is top of Matt’s agenda. Senior Marketing Specialist, Toyota Bank Polska Responsible for activities supporting the area of direct sales, organi- Magdalena Ciesielska zes competitions and lotteries and promotes sales, co-ordinates the Procter & Gamble Toyota loyalty program More, on behalf of Toyota Bank. Tamara Rubin Przedstawiciel T-Mobile CRM Director, ING Bank Śląski
    • Testimonials “The Multipartner Loyalty Programs Forum was an extre- „If you are considering joining a loyalty programme this mely important event as it gathered true loyalty experts not conference provided a great overview as it included presen- only from Poland but from all over Europe as well. I’m glad tations from all of the biggest names in European loyalty”. that the PAYBACK bonus program, which has its debut on iain Pringle the Polish market, was included in the event’s agenda”. Head of Customer insight & loyalty Sylwia Pyśkiewicz The Mileage Company – AirMiles, British Airways Miles Managing director, loyalty Partner Polska “Great impressions, I am very content. The level of organi- zation and speakers was very high (…) I think that it would be good to organize such a summit for marketers and ad- “I am very much impressed that speakers from practically vertising specialists”. all of the major loyalty programs in Europe have been suc- Pavel Sidorenco, cessfully gathered in one place. We’ve never had such an Development Director Tellus event in Poland until now, with so many interesting spe- akers. The time of the conference was also ideally chosen – PayBack’s debut on the market enhanced the interest in multi-partner loyalty programs, and there are few serious marketing managers working in the B2C area who can ho- nestly say that this is not of relevance to them. The orga- nisation, as always in your case, was superb; and I think You are invited to take part in the lectures were interesting and presented global trends. Poland & CEE Customer Loyalty Summit: Congratulations again”. Katarzyna Klimkiewicz – Project Manager Tomasz Burdziński tel. +48 12 350 54 00, faks + 48 12 350 54 01 Strategic director, oskar Wegner katarzyna.klimkiewicz@bluebusinessmedia.com Sponsors welcome Irrespective of whether the aim of your company is to expand business contacts, strengthen its brand image or present a new product, the „POLAND & CEE CUSTOMER LOYALTY SUMMIT” event is the ideal opportunity to strengthen the position of the company, and especially to increase sales and profits. Thanks to cooperating with us, you will receive a package, ideally tailored to your budget and your company’s marketing aims. Please contact: Anną Szczurek – Business Development Manager tel. +48 12 350 54 52, faks + 48 12 350 54 01 anna.szczurek@bluebusinessmedia.com
    • 15-16 April 2010 Hotel Qubus, Nadwiślanska 6, THE ORDER FORM Cracow POLAND & CEE Customer Loyalty Summit YES, i want to participate in the conference: Conditions of participations 1. The participation costs per person are as follows: by 19th March after 19th March w konferencji: PLN 3995 + 22% VAT – if you register by 19th March and pay Loyalty Programs PLN 3995 + 22% VAT PLN 4495 + 22% VAT the full amount before the date of the conference PLN 4495 + 22% VAT – if you register after 19th March or pay Customer Insight PLN 3995 + 22% VAT PLN 4495 + 22% VAT the full amount after the date of the conference in the workshops: „Build a loyalty strategy...” (13-14 April): YES, i want to participate in the conference and the workshops: PLN 2995 + 22% VAT – if you register by 19th March and pay the full amount before the date of the workshops PLN 3495 + 22% VAT – if you register after 19th March or pay LoyaLty Programs customer insight the full amount after the date of the workshops in the legal and tax workshops (14 April): by 19th March after 19th March PLN 1795 + 22% VAT – if you register by 19th March and pay the full amount before the date of the workshops “Build a customer loyalty strategy” PLN 5495 + 22% VAT PLN 6295 + 22% VAT PLN 1995 + 22% VAT – you register after 19th March or pay the full amount after the date of the workshops The legal and tax aspects PLN 4995 + 22% VAT PLN 5495 + 22% VAT in the conference and the “Build a loyalty strategy…” of loyalty programs workshops: PLN 5495 + 22% VAT – if you register by 19th March and pay the full amount before the date of the conference YES, i want to participate in the workshops: PLN 6295 + + 22% VAT – if you register after 19th March or pay the full amount after the date of the conference in the conference and the legal and tax workshops: by 19th March after 19th March PLN 4995 + 22% VAT – if you register by 19th March and pay the full amount before the date of the conference „Zbuduj strategię lojalności klientów” PLN 2995 + 22% VAT PLN 3495 + 22% VAT PLN 5495 + + 22% VAT – if you register after 19th March or pay Aspekty prawno-podatkowe PLN 1795 + 22% VAT PLN 1995 + 22% VAT the full amount after the date of the conference. programów lojalnościowych 2. The price includes lectures, congress materials, coffee breaks, lunch. (regards the conference). 3. Sending a signed and completed application form to Blue Business Media by fax or e-mail constitutes the conclusion YES, i want to order a free report: of a binding agreement between the Applicant and Blue Busi- ness Media and is equivalent to the Applicant’s consent to all the obligations resulting from the agreement. A pro forma LOYALTY REVIEW POLAND RETAIL REVIEW POLAND invoice is issued on a standard basis and sent via email after receiving the application form. 4. The person signing the registration form on behalf of the Ap- plicant declares that they possess the relevant authorization Send today to fax no. 12 350 54 01 to act in the name of and on behalf of the Applicant, specifi- cally to conclude an agreement with Blue Business Media. 5. In the event the applicant registers before 19th March 2010 1. Name and surname: ........................................................................................................................ but does not pay the full amount for the participation before the date of the meeting, the participation cost per person in Position: ........................................................................................................................................... the forum amounts to PLN 4495 + 22% VAT (conference), Department: ...................................................................................................................................... PLN 3495 + 22% VAT (“Build a strategy…” workshops) PLN 1995. 2.Name and surname: ........................................................................................................................ 6. The payment shall be made on the bank account: Position: ........................................................................................................................................... Alior Bank S.A., Al. Jana Pawła II 18, Warszawa Department: ...................................................................................................................................... 15 2490 0005 0000 4520 7369 1425 7. The Applicant has the right to withdraw from participating 3.The company: ................................................................................................................................. on the terms and conditions indicated below. Resignation Street: ............................................................................................................................................... from participation should be submitted in writing and sent by Zip Code: .............................................................. Town: .................................................................... registered mail to the address of Blue Business Media. 8. In the case of resignation by 19th March 2010, the Applicant Tel: .......................................................................... Fax: ................................................................. is obligated to pay a service fee in the amount of PLN 400 + E-mail: .............................................................................................................................................. 22% VAT. 9. In the case of resignation after 19th March 2010, the Ap- 4. Data of the buyer, needed for issue of VAT Invoice: plicant is obligated to pay the full participation costs, in the Company’s Name: .............................................................................................................................. amount resulting from the agreement concluded between the Applicant and Blue Business Media. The seat: ............................................................................................................................................ 10. In the event of the lack of participation in the forum as well Address: ........................................................................................................................................... as the lack of the written resignation from participation in the Tax Identification Number: .................................................................................................................. conference, the Applicant is obligated to pay the full participa- tion costs in the amount resulting from the agreement. 5. Who else should be sent information of that event: 11. Default in payment shall not be unambiguous with resignation Name and surname: .......................................................................................................................... from the participation. Position: ........................................................................................................................................... 12. A person indicated by the Applicant may participate in the conference in lieu of the person submitted to participate. Department: ...................................................................................................................................... 13. Blue Business Media reserves the right to change the Tel: .......................................................................... Fax: ................................................................ program, the venue of the conference as well as cancel the E-mail: ............................................................................................................................................. conference. According to the act of August 29th of 1997 on the personal data protection (Journal of Laws, No 133, item 833) Informedia Polska Sp. z o.o. with its seat in War- saw (hereinafter referred to as Informedia) hereby notifies that it is the administrator of personal data. We give consent on processing personal data for the pur- pose of promotion and marketing of the activity conducted by Informedia, the services provided and products being offered, and also for the purpose of promo- tion of client’s offers of Informedia. We also give approval for receiving offers by e-mail as well as any trade information concerning Informedia and the client’s (stamp and signature) of Informedia. The entity giving consent on processing personal data shall be entitled to the right of control of data processing, which they concern including also the right to correct them. We also declare that we have red the terms and conditions for participation and we oblige to pay the entire amount resulting from the present agreement Blue Business Media, Oddział Kraków: ul. B. Joselewicza 21 c, 31-031 Kraków tel: +48 12 350 54 00, fax: +48 12 350 54 01 e-mail: info@bluebusinessmedia.com, www.bbm.pl Blue Business Media Sp. z o.o. with its registered office in Warsaw (00-517), ul. Marszałkowska 80, entered into the Register of Entrepreneurs kept by the District Court for the Capital City of Warsaw, 12th Commercial Division of the National Court Register, under no. KRS 0000325306, NIP 7010167656, the amount of the share capital: PLN 100,000.