Loyalty Marketing Day Conference
DATE: Tuesday 29th September 2009
TIME: 8:30am to 5:00pm
VENUE: Sydney Convention & Exhibition
Centre
COST: $695 (GST Incl) - Includes refreshment
breaks, lunch and networking drinks at the close of the
conference
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Quick Links:
Conference Overview
In a time when acquiring new customers is the most difficult challenge facing businesses, losing existing ones is unacceptable. Understanding loyalty and relationship marketing is the key to longevity, growth and prosperity. Retention and increasing the value of customers are paramount for business success.
The elusive secrets to developing, launching and executing a winning loyalty marketing strategy are revealed in this intensive one day conference.
Through innovative, interactive presentations and best practice case studies, you'll acquire valuable skills and intelligence that will help you:
>> Acquire and retain loyal, high value
customers
>> Identify sources of churn and eliminate
the causes
>> Increase the long term value of
customers
>> Implement, maintain and grow a
profitable loyalty program
Practical examples and advice from experienced practitioners will explore the DNA of relationship marketing and provide participants with invaluable ideas on how to create a powerful loyalty marketing strategy.
Who
Should Attend?
Loyalty Marketing Day's program is designed for Middle and Senior Level Executives with responsibility for:
>> Marketing
>> Direct Marketing
>> Relationship Marketing
>> Database Marketing
>> CRM Implementation and Management
>> Marketing Analytics
>> Product Management
>> Sales Promotion
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Conference Agenda
The following program and speaker line-up is correct at time of publishing but is subject to change without notice.
CONFERENCE CHAIR: Julie Fitzpatrick, CEO, Global Red
8:45 - 9:45
Beyond The Marketing Department: Creating an
Organizational Culture that Builds Loyalty
Loyalty programs "bolted on" to the marketing strategy are
frequently doomed to failure. An enterprise-wide customer-focused
culture is essential for maximizing loyalty marketing investment,
and this session focuses on the critical elements for building an
organizational culture that will foster customer loyalty.
SPEAKER: Tim
Tyler, Director, Amateras
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9:45 - 10:30
Trigger-Based Relationship Marketing: Leveraging Technology
and Analytics to Grow Customer Value
Technology over the past decade has made a monumental impact on
relationship marketing. Using CRM, marketers are able to gather and
analyse more data on customers than ever before. This session
focuses on how to utilize the technology available to build more
effective loyalty marketing strategies, using triggers and targeted
marketing communications to increase loyalty.
SPEAKER: Joel
Norton, GM - Direct, Data & Digital,
Carlson Marketing
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10:30 - 11:00
REFRESHMENTS/EXPO
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11:00 - 11:50
Loyalty Marketing Campaign Blueprints
Utilising proven best practice loyalty marketing programs, this
session focuses on building recipes for ensuring sustained loyalty
campaign success.
SPEAKERS: Simon
O'Day, Managing Director, eServices
Paul Smitton,
GM Marketing, Group Loyalty, Qantas
Loyalty
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11:50 - 12:25
Acquiring The Social Advantage
Understanding and participating in social
media is one thing, but leveraging it for commercial advantage is
an elusive model for many marketers. Plus, the pace of change is
frightening, and this session introduces and explains best practice
frameworks for harnessing the power of social media.
SPEAKER: Fi
Bendall, Director, Bendalls Group
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12:25 - 1:00
Water Into Wine: Killer Strategies for Turning Low Value
Customers into High Value Lifetime Customers
The Pareto Principle applied to loyalty marketing suggests that
80% of sales revenue comes from 20% of the customers. So how do you
get more from the other 80%? Using proven examples, this session
focuses on strategies for transforming low value customers into
more frequent spenders and ultimately, lifetime loyal
customers.
SPEAKER: Mike
Chuter, Managing Director, Cubed
Communications
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1:00 - 2:00
LUNCH/NETWORKING/EXPO
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2:00 - 2:45
Multi-Channel Loyalty Best Practices
Multi-channel consumers are more loyal than single-channel
consumers.
But even if you are a multi-channel company, you probably aren't
thinking like one. Many companies jump at creating loyalty programs
instead of really understanding what their customers like about
their companies, and how to increase loyalty organically. In this
presentation, we will discuss ways to unify your brand across all
channels, and ways to increase loyalty by improving each customer
interaction.
SPEAKER: Malcolm
Martyn, Group Account Director, Salmat
DirectHQ
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2:45 - 3:40
Case Study - Virgin Velocity Rewards and
HotelClub.com
The travel industry has endured a torrid time in the past
decade, and loyalty is critical to survival in this most
challenging sector. Now, exclusive to Loyalty Marketing Day, we
bring you two invaluable best practice case studies of high
profile, successful loyalty programs.
SPEAKERS: Enda
Mansfield, Manager-Commercial, Velocity
Rewards, and Sean Smith, Global CRM &
Online Manager, HotelClub
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3:40 - 4:00
REFRESHMENTS/EXPO
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4:00 - 5:00
Loyalty Strategy DNA: Architecture, Budgets and
Rewards
By now attendees will have gained a sound understanding of the
best practices in strategic loyalty marketing, and this
presentation focuses on the essentials of program design to
eliminate risks and maximize potential for success. An experienced
loyalty practitioner guides attendees step-by-step through the keys
to building a successful loyalty program, including budgets,
rewards, communications and tier structures.
SPEAKER: Oliver
Rees, Managing Director, Torque
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5:00
NETWORKING DRINKS @ THE INCENTIVE SHOW
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Speakers Bio's
Conference Chair
JULIE
FITZPATRICK
CEO, Global Red
Julie is co-founder of Global Red Australia, is a
recognised leader in the loyalty and relationship marketing
industry and has pioneered the foundation of Australias first true
behaviour-based marketing agency. Julie has been integrally
involved in the development and successful implementation of direct
marketing, loyalty and relationship programs for NRMA, RACV,
Toyota, Priceline, Sportscraft, Saba, St George Bank, MasterCard
Worldwide and Westpac.
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TIM TYLER
Director, Amateras
Until early 2007, Tim was the managing partner for Peppers and
Rogers Group AP, a practice he founded in Singapore in 2000, and a
senior manager of their then parent, Carlson Marketing, where he
headed the 1to1 Division. Recently Tim has been helping retail
clients with a range of relationship marketing initiatives,
including the groundbreaking use of social networks as a channel.
The emphasis is on customer-led innovation, increased offer
relevance, advocacy programs and conversational marketing. Tim's
loyalty program experience includes direct involvement in the
retail, consumer goods, hospitality, telecom, financial services,
wagering and pharmaceutical verticals. An accomplished and
entertaining workshop moderator and speaker, Tim has conducted
numerous Relationship Marketing workshops across Asia Pacific.
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JOEL NORTON
General Manager, Direct, Data & Digital,
Carlson Marketing
Joel is a data driven marketing specialist with 20 years
experience in profitable customer acquisition, specialising in
direct marketing and response based advertising, as well as
customer loyalty. He is a strategic thinker with proven skills in
B2C and B2B, and has worked on brands such as Virgin Money, Optus,
Subaru, AGL, The Salvation Army, Bundaberg Rum, Canon, HP and
Australia Post. Joel joined Carlson Marketing in January 2009 and
is responsible for leading Carlsons data-driven, 1to1 creative
communications.
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SIMON O'DAY
Managing Director, Eservices
Communications
Simon is the founder and MD of eservices communications,
Australias leading provider of email services to large enterprises,
and particularly retailers, including FlyBuys, Qantas and JetStar,
Vodafone and Hutchison, and Hoyts. Simon has spoken and lectured on
email marketing around the world, and is a regular contributor to
marketing publications. Simon is a member of the DMAs Digital
Council, the US DMA Email Council, and the exclusive US based Inbox
Insiders. He has years of experience advising Australian, US and UK
retailers on effective email marketing and has strong views about
the evolution of the email channel in Australia, how email fits
into the marketing mix, the guides to best practice and what it
requires to implement and manage an effective email campaign.
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PAUL
SMITTON
Group General Manager Marketing, Qantas
Loyalty
Paul is responsible for marketing the most recognised loyalty
program in the Australian market place, Qantas Frequent Flyers. He
is a loyalty marketer with experience across multiple sectors, with
key focus areas including the travel industry, financial services
and retail. Paul's skills and experience include P&L-based
programs, CRM, strategic consulting, loyalty program development,
marketing communications and partnership/alliance marketing.
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FI BENDALL
Managing Director, Bendalls Group
Fi is a leading interactive and digital specialist, and managing
director of Bendalls Group, www.bendalls.com.au. She is a founding
member of social media collaborator group, www.getsocialadvice.com.
Fi has over 20 years experience in the digital sector, commencing
in the consumer electronics industry. She has developed key digital
strategies for the BBC, Virgin, and led the international gaming
portal, ATE Online.
Fi has led digital business strategies, mobile, social media,
e-community strategies and advocacy programs for clients such as
Microsoft, News Interactive, Tourism Tasmania, Betfair, RaboPlus,
ActionAid Australia, MTV and e-Bet. Fi has built a reputation for
being hyperconnected and acting as a nexus between disparate people
and online communities, and uses this ability to bring business and
social media influencers together.
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MIKE
CHUTER
Managing Director, Cubed Communications
Mike Chuter is a founding partner of CUBED Communications and has
over 20 years experience in delivering marketing communications
solutions to clients across a multitude of channels and industry
categories in the UK, Europe and Australia. CUBED Communications is
a communications agency focused on increasing results through a
combination of improving data understanding, targeting capability
and creative ideas. In his role at CUBED Mike works with a number
of major brands across several industries. Prior to CUBED
Communications, Mike headed M&C Saatchi Direct and Digital and
has worked for several of the UKs leading integrated agencies
including being Ogilvy UKs youngest ever Board Director. Mike has
been Chairman of Effectiveness for ADMA Awards, Chairman of ADMA in
Victoria and an ADMA National Board Director.
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MALCOLM
MARTYN
Group Account Director, Salmat DirectHQ
Malcolm has lived a life of customer relationships. He managed
campaigns at Merit Direct (UK), ran One Tel Contact Centres in the
UK and Sydney, and then formally moved to the agency side over 10
years ago. He has directed the customer contact of Lexus, Toyota,
and Cunard Cruises. An ADMA and AMI award-winner, Malcolm currently
shapes the multi-channel experience of Woolworths Everyday Rewards
customers.
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SEAN
SMITH
Global CRM & Online Manager,
HotelClub.com
Sean is the global CRM and online manager at a global online hotel
booking company that utilises a tiered membership program with over
6 million members. Previously as Head of Digital Marketing with
Ticketek, Australasias premier event & entertainment ticketing
company, Sean lead the inhouse creative and digital marketing teams
and sent over 500 million emails to its active membership base.
Sean combines a consumer-centric focus with expertise in email
marketing, CRM, website development, search marketing, online
advertising, mobile marketing, affiliate marketing and social
network integration.
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ENDA
MANSFIELD
Manager-Commercial, Velocity Rewards
Enda is responsible for Partners
Relations, Data Management, Pricing and Marketing. He has over 15
years commercial marketing experience with the last eight of these
in Australia working in the loyalty arena having managed or
developed programs across a number of industry categories including
insurance, financial services and airlines. Enda has
been with Virgin Group for almost four years, the last three with
Virgin Blue's Velocity Program where he has managed both the
operational side including the contact centre, websites and
architecture and more recently manager of the commercial team.
Prior to this he managed the credit card portfolio at Virgin Money.
Prior to joining the Virgin Group Enda was a Business
Director at Carlson Marketing, and before moving to
Australia in 2001 he was Group Account Director at McCann
Relationship Marketing (MRM) in London, responsible for the
development and management of database strategies for accounts
including Dell, Waterford Wedgwood and News
International.
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OLIVER
REES
Managing Director, Torque
Oliver founded Torque in 2001 with a vision to revolutionise data
driven-marketing in Asia Pacific. In addition to his role as
Managing Director of Torque, Oliver has been the Chairman of ADMA's
Mail Marketing Council and a regular keynote speaker at industry
events. Passionate about driving customer and shareholder value for
clients, Oliver is widely recognised as a marketing and data
strategy expert and problem solver. Prior to starting Torque,
Oliver held senior data positions at Cartwright Williams (iLeo),
Publicis Mojo and Claritas ( UK ).
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