EyeforTravel - Customer Relationship Management in Travel USA (2008)

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Everything you need to know to energize your CRM strategy and release maximum value from your customer relationships.

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EyeforTravel - Customer Relationship Management in Travel USA (2008)

  1. 1. Hear from these leading travel companies: Everything you need to know to energize your CRM strategy and release maximum value from your customer relationships Discover how to define, implement and grow a winning CRM strategy Identify where CRM responsibility and management fits in your organization to achieve the best results Find out which loyalty-marketing trends can stimulate customer retention – and which are simply ‘hype’ See for yourself how eCRM initiatives can drive loyalty online Stand out from the rest! Key strategies for differentiating your loyalty program Learn how to bring your brand promise to life Understand the key to successfully designing and implementing a truly personalized approach Achieve the maximum return from your CRM investment Harness the true power of CRM: Build Loyalty & Maximize Profits CRM in Travel 2008 The sooner you book the MORE YOU SAVE Researched and Organized by: Early Bird DiscountSAVE US$400If you register beforeNovember 30th, 2007 If it doesn’t apply to you please pass it to a colleague who is involved in customer loyalty Meet, network and do business with the leading CRM professionals in travel Part of EyeforTravel’s Sales and Marketing Series 29-30 January 2008, Sheraton New Orleans Hotel, New Orleans
  2. 2. Day 1 - Tuesday January 29, 2008 - 9am to 5:30pm SESSION 1 - PRESENTATIONS & PANEL Implementing a CRM Strategy • What criteria should you use? Select appropriate goals for you strategy and learn from our experts what is needed to run CRM in your business more easily. • What is the most expedient and effective sequence of the steps to effective CRM? • Identify the department most responsible for implementing CRM. • Find out advantages and disadvantages of using CRM systems. • Do you know what is working and what is wasting your marketing budget? Are your CRM initiatives meeting their goals? • Learn how to develop ROI methodology for your CRM investment. • When only active members count, how do you measure the effectiveness of your loyalty program? • Learn from our experts what role metrics play in ensuring your CRM success. Identify and apply the right metrics for your organization. • Once the relationship is established how do you nurture it? Identify the steps for creating loyal customers. Jill Noblett, VP Loyalty and Direct Marketing, Wyndham Hotels Worldwide David Norton, VP, Loyalty Marketing (tbc) More speakers for this session to be announced shortly SESSION 2 - PRESENTATIONS & PANEL How well do you know your customer? The benefits of a complete customer view and smart segmentation revealed • Integrating data across the organization for most companies is very challenging. Find out why it is so crucial to have a 360- degree view of your customer and how to successfully achieve it. • Does your website address different customer groups? Learn how other companies successfully segment online. • Hear expert tips on keeping customer profiles updated easily. How can you provide your customers with easy-to access ways to update and maintain their own preferences? • How can CRM differentiate your business? Find out how to successfully manage customer experiences for different customer profiles. • What are the practical challenges when designing and implementing a more personalized approach? • How do you measure the impact of providing an “experience” compared to simply providing a service? How effectively are companies measuring the customer experience? Hear about best practices. • What is the secret of developing true one-to-one relationships and customer experiences across a varied customer base? Diane DeWindt, Director of Customer Insight, Starwood Hotels and Resorts Worldwide Liliana Daminato, Director of Customer Management, British Columbia Automobile Association Natasa Christodoulidou, Ph.D, Assistant Professor of Marketing, California State University, Dominguez Hills SESSION 3 - PRESENTATIONS & PANEL Retain customers by consistently delivering your brand promise • Define what is meant by a “brand promise”? • How do you know if you are delivering the brand promise? How can you measure it? • Consistency is vital. Are you consistently delivering “on brand” across all customers touch points, regardless of channel? • How do you train your employees to provide a distinct service, in keeping with your brand promise? • CRM is not simply about tracking and technology. Understand why creating a memorable experience and differentiating your brand is important. • One brand does not fit all. Big organizations can find it especially difficult to connect with customers and for franchisees it is hard to compete. Find out how to overcome these hurdles. Adriana Toledo, Loyalty Programs Director, Sol Melia Hotels & Resorts Kimpton Hotels - speaker to be announced shortly More speakers for this session to be announced shortly - please check www.eyefortravel.com/crm for updates SESSION 4 - WORKSHOP How can you drill into CRM opportunities throughout your travel company? • Where does really CRM fit in your organization and who is responsible for managing whole CRM process? Who should be? • What organizational structure and mindset do you need to enable an effective CRM strategy? Who is involved, what skill-sets and competencies are required at an executive level and beyond? • How can you buy-in for your CRM strategy? Address the needs of stakeholders from the bottom to the very top. • Learn why it so important to build a cross functional team and who needs to be involved for maximum results. • Why it is so important to implement service culture training at all levels of the company. How to create the right environment to deliver brand promise. • Learn how to empower front -desk employees to make good company decisions that also benefit customers. • What are the most common pitfalls? What do you need to do differently to ensure your company CRM initiatives work Toby Niger, Director of Loyalty Marketing, Omni Hotels Bob Gilbert, EVP, Intrasight More speakers for this session to be announced shortly Everything you need to know to energize your CRM strategy a Book now at: www.eyefortravel.com/crm
  3. 3. Day 2 - Wednesday January 30, 2008 - 9am to 4pm and release maximum value from your customer relationships SESSION 1 - PRESENTATIONS & PANEL How do loyalty programs continue to add value and how do they fit into your CRM strategy? • What defines a good loyalty program? How can opportunities for truly interactive and mutually beneficial relationships be created cost effectively? What are the best ways of building distinctive customer relationships? • You loyalty program is potentially a highly effective direct marketing tool- find out how to use it. • Does your loyalty program look the same as your competitors’? Find out the secrets of differentiation in a crowded marketplace. • Some experts argue that loyalty programs do not create genuine customer loyalty. Find out what successful loyalty programs can and do deliver. • Many believe that frequent-flyer miles have been devalued and airline programs are a victim of their own success. What are the lessons to be learned? • Airline programs have become “frequent buyer” rather then frequent flyer” programs as their partners allow members to earn and redeem miles without taking a flight. What are the consequences of this policy? • Hotels with umbrella corporate programs and credit card partnerships are offering more and more ways to earn point and enjoying growing program membership. Will this growth continue? • Learn how to successfully manage loyalty programs for different customer segments. • Is a global loyalty program with worldwide members really possible? What is the future of loyalty programs in emerging markets? • Redemption of points is the “moment of truth” for your loyalty program. Find out how to manage what happens next to your advantage. Gregory Brown, VP Choice Privileges, Choice Hotels Ken Bott, Director of Global Consumer Marketing, InterContinental Hotels Group Kevin Walsh, Corporate Senior Director of CRM, Ritz-Carlton Hotel Company Steve Mathwig, Director of Loyalty Marketing, Midwest Airlines Namrata Patel, Director of Marketing Programs, Red Lion Hotels SESSION 2 - PRESENTATIONS & PANEL Discover how to manage your eCRM initiatives in the world of internet-based loyalty • When customers experience problems with your website you run the risk of losing them. How can you make sure that your website is always current, informative and user friendly? • Learn how to make branding interaction a positive experience for every online user. • Find out why you should address customer segmentation issues and personalize the customer website experience. • How important is it to personalize all electronic customer communications? • Is your website capturing customer data to feed your CRM initiatives? If not, why not? • Keeping customers on your website. Discover how to “own” the customer throughout the travel planning and decision- making cycle. • How should your website operate? Find out which cutting edge features are available to create an excellent online travel planning and booking experience? • Find out how to get the most from your online marketing via personalized, targeted e-mail campaigns. Randy Cuff, Director of CRM Development, Intrawest Jeff Rosenzweig, Senior Manager of CRM and E-mail Marketing, Travelocity Destination Hotels & Resorts - speaker to be announced shortly Session 3 - PRESENTATIONS & PANEL Identify the top loyalty- marketing trends & innovations that are fuelling increased customer retention • The customer centric world is evolving all the time. Are such concepts as Customer Experience Management (CEM) and Customer Managed Relationships (CMR) reflected in your approach to the customer? Where are we heading now? • Hear what impact Web 2.0 can have on your CRM process. Should loyalty marketers able to build virtual communities that interact via a branded platform? Hear the latest thinking on how to build loyal communities through enabling social networks. • Will user generated content (UGC) eventually impact customer loyalty and retention? Should monitoring sites with reviews be included in CRM? • New opportunities to create loyalty are emerging via mobile marketing. Get up to speed on the growing trends including mobile mapping capabilities, mobile search engines and mobile advertising. Ken Leeder, Founder & CEO, RealTravel Josh Herst, Founder & CEO, TriphHub Zachary McGeary, Associate Analyst, Jupiter Research End your information-packed first day at our NETWORKING COCKTAIL PARTY. All attendees, speakers and exhibitors are invited to attend. It is the ideal place to catch up with old friends, make valuable new contacts and chat with the experts. In addition, our ONLINE CONTACT CENTRE will allow you to organize meetings in advance and get a base with those crucial contacts. This online system will be up and running before the event so you can make initial contact and after the event to catch-up with the people you missed. By limiting the number of emails we’ll ensure that you only hear from potential partners and avoid spam. Ample Networking Opportunities Register online: www.eyefortravel.com/crm
  4. 4. For more information visit www.eyefortravel.com/crm2007 “Perfect mix of travel industry trends, technology and customer insight!!” Andrew Chang, AirTran Airways For more information visit www.eyefortravel.com/crm “It was very valuable to be at a conference that focused solely on CRM in Travel.” Kristen Lee, Senior CRM Manager, Expedia “Great conference. Topical, current and insightful.” Namrata Patel, Director of Marketing Programs, Red Lion Hotels Register now by calling Sinead on: +44 207 375 7228 Take part in the event that’s guaranteed to energize your thinking on travel’s top-of- the-agenda concern: CRM and Customer Service Strategies for 2007 – and beyond The CRM event of the year for marketers serious about building winning CRM strategies! If you are interested in how CRM can boost sales, build long term customer loyalty and deliver fantastic bottom line results for your organization, then this is the one event you really can’t afford to miss. This year we look at CRM from a marketing viewpoint: protecting your existing database through improved customer satisfaction, loyalty and retention initiatives as well as boosting revenue by identifying and maximizing cross sell and up sell opportunities. Over the course of two information packed days, you will experience a wide range of thought provoking and challenging sessions designed to stimulate and inform. Created by senior travel industry specialists and CRM thought leaders – and supported by the latest in-depth research findings – CRM in Travel 2008 gives you a real insight into the secrets of successful CRM. The comprehensive agenda includes all the current top priority issues – as well providing the latest information and guidance from those companies who are already successfully tackling them. Each session includes the opportunity for you to ask questions of industry leaders – the professionals in the ‘hot seat’ are all actively involved in creating and managing successful CRM strategies. Customer-centric organizations achieve success by actively building lifetime loyalty This event will give you the detailed insight needed to build robust and workable loyalty marketing programs – and all the ideas and information needed to drive your strategy forward. The range of loyalty program options, the best eCRM initiatives, the reality of delivering a brand promise, utilizing user generated content and mobile technology: these and many other burning topics are covered in depth. At CRM in Travel 2008, you will find everything you need to know to address these challenges. Savvy organizations invest in the strategic capabilities needed to improve their competitiveness and profitability for today and in the future. We’ll show you how world-class organizations utilize CRM effectively to further develop their customer relationships. If you want to keep ahead of the pack on these vital topics – book now! A highly researched agenda focused on the key issues facing you today Step by step strategy implementation A planned and integrated approach is vital to CRM success because single, stand-alone initiatives simply cannot achieve the same level of success, or deliver the maximum rewards. Our experts help you to understand all the key steps in the CRM process as well as how to measure the effectiveness of your initiatives. Having implemented a CRM strategy you will also need to develop ROI methodology so you can see you are not wasting your marketing dollars. Learn how to check whether or not your CRM efforts achieve their goals. And last but not least: once the relationship with your customer is established, how do you nurture it? By the end of this session you will be familiar with the entire CRM process leading to the creation of loyal customers. Really get to know your customer via smart segmentation and a 360° customer view True CRM brings together information from all your company data sources giving one holistic view of each customer in real time. This allows customer facing employees in areas such as sales, customer support and marketing to make quicker, more informed decisions on everything from selling to target marketing strategies. Our experts explain how integrated data can be used to ensure that every customer gets exactly the right message. Recognition is also a key way of personalizing your service and creating exciting online marketing campaigns and unique guest experiences. Find out how to unlock the true potential of your data and achieve true 1:1 marketing. Get up to speed on the latest loyalty marketing trends The customer centric world is evolving at such a pace it is easy miss out on some of the most exciting new concepts. Are you up to speed on all the high growth areas, including mobile technology? Some experts also believe that user generated content will soon impact customer loyalty and retention… And how much do you really understand about building loyalty communities through social media? Rapidly evolving technology changes customer behavior – which has a knock on effect on traditional CRM techniques. Come and learn about the opportunities created by niches. Our CRM experts reveal where to focus your attention so you don’t get left behind. Creating memorable, effective, results oriented loyalty programs A successful loyalty program is one that stands apart from those offered by your key competitors – but achieving differentiation and real interaction is harder than it looks. What are the main components of a good loyalty program? Some organizations find it hard to create mutually beneficial relationships – discover how it really is possible to create win: win loyalty programs. Hear real solution to these critical questions! At CRM for Travel 2008 we guarantee you the chance to network with leading CRM experts, share cutting edge strategies and experiences and come away with the tools you need to succeed in CRM. This event sold out last time so secure your place now! We look forward to welcoming you to New Orleans, 29-30 January Don’t wait! This is the CRM event you really can’t afford to miss…
  5. 5. Part of EyeforTravel’s Sales and Marketing Series CRM in Travel 2008 Early Bird DiscountSAVE US$400If you register beforeNovember 30th, 2007 Reasons to confirm your attendance today… • Email: Patrycja Bobek at patb@eyefortravel.com We will need your full contact details to process your registration. • Fax: Back this form to: +44 207 375 7576 • Call: +44 207 375 7216 • Online: Go to www.eyefortravel.com/crm & submit your details for instant confirmation.You can pay directly on the secure site or request an invoice. • Mail: This form to: Registrations, EyeforTravel, 7-9 Fashion Street, London E1 6PX, United Kingdom 5 Easy Ways To Register 1 2 3 4 Unique networking opportunity You’ll have ample opportunity to establish, cement and renew relationships with your industry peers. With networking a key element of this event, you’ll be able to meet with speakers and delegates who are all facing the same complex challenges as you. Focused on the latest business critical issues The conference agenda is put together by the travel industry for the travel industry. We’ve asked hundreds of senior travel executives which topics are top of their agenda, and developed the program only after extensive research. We are confident that this agenda will provide you with what you need to know to optimize your CRM strategy. High-quality speakers This event brings together more than 20 speakers, eager to share their knowledge, experience and predictions. Real life case studies from the biggest and most profitable companies will allow you to learn from their successes – and mistakes. Interactive Participation This conference has been structured to encourage active participation, giving you the opportunity to exchange ideas with speakers and fellow delegates and get your questions answered. After each session an array of panellists will be available to answer your queries and talk over the issues at hand. The sooner you book, the more you save! So reserve your place today! Book now at www.eyefortravel.com/crm Jill Noblett, VP Loyalty and Marketing, Wyndham Hotels Worldwide Greg Brown, VP Choice Privileges, Choice Hotels David Norton, VP Loyalty Marketing, Harrah’s Entertainment Diane DeWindt, Director of Customer Insight, Starwood Hotels and Resorts Worldwide Kevin Walsh, Senior Corporate Director CRM, The Ritz Carlton Hotel Company Ken Bott, Director of Global Consumer Marketing, InterContinental Hotels Group Michael Bryant, Marketing Director, SunSwept Resorts Toby Niger, Director of Loyalty Marketing, Omni Hotels Zachary McGeary, Associate Analyst, Jupiter Research Josh Herst, Founder & CEO, TripHub Namrata Patel, Director of Marketing Programs, Red Lion Hotels Randy Cuff, Director of CRM Development, Intrawest Steve Mathwig, Director of Loyalty Marketing, Midwest Airlines Ken Leeder, Founder & CEO, RealTravel Liliana Daminato, Director of Customer Management, British Columbia Automobile Association Jeff Rosenzweig, Senior Manager of CRM and E-mail Marketing, Travelocity Adriana Toledo, Loyalty Programs Director, The Americas, Sol Melia Hotels and Resorts Natasa Christodoulidou, Assistant Professor of Marketing, California State University, Dominguez Hills …and more 2 days packed-full with expert analysis, case-studies and networking Just imagine what you could learn from these industry experts: 29-30 January 2008, Sheraton New Orleans Hotel, New Orleans
  6. 6. CRM in Travel 2008 How to Pay: Credit Card: Complete and return this form with your credit card details Invoice: Complete and return this form and you will receive an invoice Check/Draft: Payable to First Conferences Ltd. Dates and Venue: Conference: Tuesday 29th and Wednesday 30th January 2008 Venue: Sheraton New Orleans Hotel, New Orleans Discounts: Early Bird offers could save you $400! For group discounts please contact Paul Lane on +44 (0) 207 375 7597 or paul@eyefortravel.com Accommodation: We have arranged a special discounted room rate at the Sheraton New Orleans Hotel, New Orleans. Reservation details will be sent to you when you register. Please note that there is a limited availability so it is recommended that you book early to take advantage of this offer. Cancellations: All conference places are fully transferable without any charge. There will be no penalty for cancellations received by 5pm 4th January 2008 (Credit card registrations are subject to a 10% cancellation fee) If written confirmation of a cancellation is not received before 4th January 2008 we will be obliged to charge the full conference fee. Please note, you must inform the conference desk in writing of any cancellations: please email customerservices@firstconf.com. The organizers reserve the right to make changes to the program without notice. Yes!! Please register me for CRM in Travel 2008 Mr / Mrs / Ms / Dr: First name: Last name: Company: Position/Title: Telephone: Fax: Email: Address: Postcode: Country: Payment: I enclose a check/draft for: $_________________ (payable to First Conferences Ltd) Please invoice my company: $_________________ Purchase Order No.:____________________ Please charge my credit card: $________________ AMEX Visa Mastercard Credit card number: Security code: Expiry Date: Name on card: Signature: NB: Full payment must be received before the event © Copyright 2006 First Conferences Ltd. EyeforTravel reserves the right to make changes to the programme prior to the event. All rights reserved. www.firstconf.com/firstconf/legal_notice.html This document contains original material which is protected by copyright. No unauthorised use of the material herein may be made without the prior consent of First Conferences Ltd. EyeforTravel is a proprietary creation and trademark of First Conferences Ltd. Your CRM strategy needs to be implemented and maintained across all departments of your organization for optimum effect. If you are a travel industry executive with responsibility in any of the following areas then you can benefit from this event: • Customer Relationship Management • Database Management • Marketing • Online Marketing • Branding • Customer Service • Revenue Management Will this conference benefit me? Block Letters please EyeforTravel events are key meeting places for high-level executives to meet, network and discuss strategy. Don’t just take our word for it – see what your industry peers said about previous event: REGISTER NOW! • Email: Patrycja Bobek: patb@eyefortravel.com. We will need your full contact details to process your registration. • Fax: This form to: +44 (0)207 375 7576 • Call: Patrycja Bobek: +44 (0) 207 375 7216 • Online: Go to www.eyefortravel.com/crm and submit your details for instant confirmation. You can pay directly on the secure site or request an invoice. • Mail: This form to: Registrations, EyeforTravel, 7-9 Fashion Street, London E1 6PX, United Kingdom 5 Ways TO REgister “It was very valuable to be at a conference that focused solely on CRM in Travel.” Kristen Lee, Senior CRM Manager, Expedia Call +44 207 375 7228 to reserve your place today $1895 Before 30 Nov ‘07 $2195 $2295 Before 28 Dec ‘07 After 28 Dec ‘07 $1395 $1695 $1795 $1195 $1495 $1595 GOLD • 2 day Conference Pass • EyeforTravel’s Online Marketing Report (the report is made up of smaller reports including CRM, search marketing, Social Media, Technology for marketing etc.) • CD-Rom of the conference (audio and presentations) SILVER • 2 day Conference Pass • CD-Rom of the conference (audio and presentations) BRONZE • 2 day Conference Pass Early Bird DiscountSAVE US$400If you register beforeNovember 30th, 2007 To book online visit www.eyefortravel.com/crm “Great conference. Topical, current and insightful.” Namrata Patel, Director of Marketing Programs, Red Lion Hotels “All topics and panelists covered relevant points of view... very insightful!” Kevin Hickey, Member Communications Manager, Intercontinental Hotels January 29-30, 2008 Sheraton New Orleans Hotel, New Orleans

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