April 08 - 10, 2019
Hyatt Regency Indian Wells, CA
DAY THREE: Loyalty & Sharing, WEDNESDAY, APRIL 10, 2019
8:20 am - 8:55 am Continental Breakfast & Registration for All Attendees
9:00 am - 9:10 am Chairperson’s Remarks
9:10 am - 9:30 am FIRESIDE CHAT: WE’RE ENGAGED! Customer Engagement Strategies That Will Build Lasting, Positive Memories
•Strategies for connecting the physical and digital spaces to increase convenience and value
•How does your customer experience protocol change when there is a delay or other interruption in service?
•Redefining the world experience, what is a vacation/business/luxury experience tomorrow?
•How do strengths and methodologies vary given your company size?
9:30 am - 9:50 am KEYNOTE: Let’s All Just Stay Calm and Carry On – Managing and Rebuilding Trust After a Crises
•How to handle the situation when disruptions, tragedy, or social media firestorms about your customer service spin into non impactful direction
•Crisis communication and recovery
•Understanding how adverse events affect the consumer
•What can be done marketing-wise to help rebuild reputation and trust
9:50 am - 10:30 am PANEL: Does it Have to Be a War for Talent? Attracting and Retaining Top Employees
Loyalty is huge when it comes to the lifetime value of a customer, but what about the lifetime achievements of your team?
•Attracting the right talent, keeping them, things change a lot very quickly, having an environment concentrating on those changes
•Developing agency and tech style talents in house
•Trends on salaries
•How to keep your staff entertained and engaged
•Is there really such a generational gap when it comes to keeping people happy?
10:30 am - 11:10 am Morning Refreshments & Networking Break
11:10 am - 11:30 am KEYNOTE: The Next Frontier of Content: The Kind Not Intended to ConvertEmma Jagunich - Senior Manager, Global Product Operations – Human Airbnb
11:30 am - 12:10 pm PANEL: What’s Your 20/20 Perfect Vision for the Travel Industry?
12:10 pm - 1:10 pm Lunch for All Attendees
1:10 pm - 1:50 pm PANEL: Channel Surfing: How Has Your Marketing Mix Shifted Between Channels When It Comes to Promoting Your Brand *You must be willing and able to talk about either specific proportions or numbers of your budget in order to participate on this session
The outlets through which to market your brand are as endless as the offerings on cable tv. This abundance of choice is compounded by the growth of mobile and apps, changes in SEO, and how cost prohibitive meta search has become. So how are companies managing their budget to acquire new customers, retain existing customers, and hit top line revenue goals?
•Agree or disagree: when it comes to sponsored content in terms of ROI Facebook works a lot better especially when it comes to retargeting
•Best practices for ensuring your brand is top of mind for when people book
•People are still using banner ads
1:50 pm - 2:30 pm PANEL (Tonight Show Style): Does the Word LOYALTY Mean Nothing To You? How to Build and Maintain Loyalty in the Age of Ghosting
Loyalty is a complex human emotion guided by positive feelings, need, and a sense of potential future benefits. This session will dig into how travel brands are getting to the heart of member needs, recruiting the next gen of loyalty travelers, and any tech that is helping them do it.
•Are the expectations of customer loyalty too high?
•Is loyalty simply born of making yourself the easiest person to do business with?
•How do we satisfy the need and want of the customer and be there for them along the purchase path, how do we keep them coming back to us?
2:30 pm - 3:10 pm GUEST SPEAKER: “I Say I Want to Change, But I Don’t Mean It” - Getting Your Team Excited for Change
Whether your company is playing catch up with digital strategy or toeing the line of the newest burning innovation, change is something everyone has to deal with. It’s also pretty universal that people love what they are used to – when was the last time you switched up your coffee order? – and thus there will be some resistance from members of the team to a new direction. This session will explore strategies to bridge the change haters and the ones who can roll with the punches to bring your team to that next level together.
•Methods to incorporate and get people excited such as incentive programs
***BONUS CASE STUDY a specific example like customer data platform and selling the value of that to the business - that marriage of online and offline data would be pretty significant shift