Transcript Document
International Congress and Convention Association New Ways of Working: Getting Closer to Clients David Kliman, CMP, CMM 44th ICCA Congress & Exhibition 07 November 2005 iccaworld.com Information Sources • Meeting Planner Customer Advisory Boards • Interviews with industry leaders in USA, Canada, Mexico • MPI – FutureWatch 2005 • MPI & George P Johnson - Eventview ‘05 • PCMA – 2005 Annual Meetings Market Survey • Conde Naste Traveler Research Center • Tourism Toronto – Client Survey • Forrester Research 2005 The North American Perspective • • • • • Supplier/Client Relationships Types of Buyers representing: “Citywides” - very large conventions & events with 1,000 to 50,000+ attendees Trade Associations Corporations Specialty Markets such as Medical, Pharmaceutical & Incentive Independent and “Third Party” Companies The “New Normal” North American Trends • Destinations “buying” the business • Strong buyer demand for personalization of sales and service processes • Risk/Crisis Management • Transparency, Ethics & “Sarbanes-Oxley” • Increased recognition of the economic and professional value of the Meetings Industry • Return on Investment (ROI) Measurement • • • • • • • • • Hotel Room Supply & Demand Third Parties/Outsourcing Procurement & Commodization Changing Demographics & Multi/Cross Culturalism Organizational Convergence Labor Unions - Convention Centers and Hotels Time Poverty Technology Integration Environmental Sustainability The New Normal North American Perspective Rise in level of professionalism • The United Nations recognizes “Meeting and Exhibition Planning” as a profession in its 2005 International Standard Industrial Classification of all Economic Activities The Corporate Outlook MPI – George P Johnson Study • Enhancing the customer relationship seen as #1 criteria for success by corporate marketing executives • 96% use events to market products • 93% view the importance of event marketing as “constant” or “increasing” • 90% report steady or increased event marketing budgets Affluent Leisure North American Travelers What Matters Now • • • • • • • • Continued determination to travel Value and safety remains critical Willing to pay for personalized and unique services Adventure Seekers Second Homes/Fractional Ownership Family Travel Booking Cycle and Pattern Unique Destinations ON LINE TRAVEL TRENDS USA FACTS & FIGURES • 32.1 million people will use the internet to book travel in 2005; up from 29.4 million in 2004 • Generate US$63.6 billion spending in 2005; up from US$53 billion in 2004 • Dynamic packaging - bundled purchased which allows air, hotel, car, attractions etc in one transaction • Significant impact on the meetings market Best Practices - Getting Closer to Existing & Potential Clients Demand for Intense Personalization • Develop and maintain a deep understanding of client issues • Business Strategies • Meeting Logistics • Governmental Regulations • Competitive Landscape • Labor Situation • Business Partnerships Best Practices - Getting Closer to Existing & Potential Clients • Customer Relation Management requires sophisticated practice • 67% of planners measure Return on Investment (ROI) after a meeting or event • 68% of suppliers are NOT involved in the measurement process • Get involved in the measurement process Best Practices - Getting Closer to Existing & Potential Clients • Research, Research, Research • Invest appropriately • Follow up relentlessly Resources • • • • • • • • www.fastcompany.com www.fortune.com www.mpiweb.org www.pcma.org www.conventionindustry.org www.gpjco.com www.tech3partners.com www.klimangroup.com International Congress and Convention Association Thank you! New Ways of Working: Getting Closer to Clients David Kliman, CMP, CMM 44th ICCA Congress & Exhibition 07 November 2005 iccaworld.com