Main Congress Day Two - Stream B: Loyalty Marketing and Customer Engagement

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	GENERATING ROI BY MONETISING LOYALTY
11.20	Panel debate: Do loyalty programmes offer commercial value? Paul Smitton • Paul joined Air New Zealand’s graduate trainee scheme and his first major assignment was developing and launching Air New Zealand’s first frequent flyer programme. At 23 this was a baptism of fire and Paul quickly became an FFP expert with... more.. Differentiating the point of FFP and loyalty programmes What is the level of returns and engagement offered by each? How does offering a loyalty program affect business models and complexity? Balancing costs vs. benefits of running loyalty programmes Defining a low cost loyalty program – simple and inexpensive With more LCCs offering loyalty programs, how are legacies responding? › Paul Smitton, Group General Manager Loyalty Marketing, Qantas
	EXPLOITING SOCIAL MEDIA & MOBILE TECHNOLOGY TO DRIVE SALES
12.00	The 11 most successful marketing innovations from across the globe Shashank Nigam Shashank Nigam is the CEO of SimpliFlying, the leading airline brand consultancy headquartered out of Singapore, with representation in New York City. Nigam is globally recognized for his views and insights on the convergence of airline branding... more.. Quantifying ROI on increasingly clever Asian route launch campaigns. We explore Spicejet, Air Asia, Indigo, Scoot, and Air New Zealand Identifying new untapped routes & tracking popularity by ‘crowd sourcing’ routes Driving specific business goals with innovative and proven marketing strategies › Shashank Nigam, CEO, Simpliflying
12.30	Networking Lunch
13.30	Workshop: All you need to know to drive sales using social media Paula Berg Paula Berg is the Digital Media Lead at Linhart PR, a national public relations and corporate communications counseling firm based in Denver, CO, where she specializes in social media strategy, integration, infrastructure, and crisis management. ... more.. Combining the efforts of PR and customer relations for maximum impact How do you increase revenue with social media – keeping the end game in sight Understanding the skills and training needed for your staff to be fully equipped Justifying ROI upfront on technologies required to track customer interactions Managing global campaigns – how do you ensure that your brand is represented consistently across the globe with round the clock support Managing risk & liability in dealing with criticism and complaints - What are the legal ramifications of saying ‘I’m sorry’? › Paula Berg, Former Manager of Emerging Media, Southwest Airlines, Linhart Public Relations
14.10	Workshop: Building a customer centric approach to drive sales and marketing What are customers looking for from a loyalty program? Cutting out what doesn’t add value - do they really need a credit card? Delivering the customer service that was promised – what are the industry standards? Differentiation has become key in a competitive world - how can LCCs strive for customer retention?
15.00	Chairman’s closing remarks and end of conference