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| Building Loyalty
Strategies and Programs That Drive Truly Commercial
Performance |
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17-18 April 2007
Shangri-La Hotel, Jakarta, Indonesia |
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| Brought
To You By: |
Co-organizer: |
Supported
by: |
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Middle
and Senior Level Executives in:
Loyalty / Relationship Marketing / Customer Retention
/ CRM / Strategic Marketing Planning / Database
Marketing / Marketing Research / Marketing Analysis |
The following organizations
have benefited from the past Loyalty Marketing
Summits in US and Asia Pacific:
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VISA USA &
International |
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American Express International |
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Procter & Gamble Company |
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Hewlett-Packard |
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Shell |
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Ann Taylor Stores Corporation |
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AIR MILES, The Loyalty Group |
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Borders Group |
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Citigroup |
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American Airlines |
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Banta Direct Marketing Group |
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Hudson’s Bar Corporation |
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Loyalty Peru SAC |
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Citi Cards North America |
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La Quinta Corporation |
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Experience Engineering, Inc |
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Kohler Company |
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IWCO Direct |
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Eddier Bauer |
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NetCarrots.com |
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Cables & Wireless Jamaica |
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Petronas Dagangan |
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TM Point |
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AIG Insurance |
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Celcom |
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Takaful Ikhlas |
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EON Berhad |
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Triways |
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Malaysian Airport |
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The Baker's Cottage |
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TIME dotcom |
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Astaka |
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AmBank |
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Cardlink Systems |
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Cerebos |
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Courts |
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Genting WorlCard Services |
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Incentive Solutions |
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Jatis Solution |
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Nufarm |
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Pernod Ricards |
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Solutions Integrated Marketing
Services |
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Storm Consulting |
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Visa International Service
Association |
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Millennium & Copthorne
International Limited |
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GSI Commerce and many many
more! |
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Day
1: (17th April
2007) |
8.30am |
Registration
Starts |
9.00am
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Building
Loyalty in Multinational Market
Place
By Tom Buecking, Consulting
Program Manager, COLLOQUY
You may have heard it a thousand
times but do you really know the
real value of loyalty program? This
session rediscovers the concept
to push retention numbers and increase
market share by moving beyond price,
quality and fast service from across
Asia Pacific region as well as globally.
The session brings you the essential
knowledge on how to evaluate coalition
versus proprietary loyalty models,
hard and soft benefits, multi-tender
versus single-tender programs and
value propositions including promotional
currency, cash rebate and discount-based
approaches. You’ll leave the
session with a full understanding
of how to build the right program
for your business model with the
fundamental requirements for the
success of any loyalty program,
including business models and industries
most conducive to running a program,
brand analysis, pre-planning and
necessary sanity checks prior to
program rollout.
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Morning Break |
| 11.00am
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Using Financial Planning
Tools to Drive Commercial Results
for Your Loyalty Program
By Tom Buecking, Consulting
Program Manager, COLLOQUY
Find out how to choose the right
loyalty program metrics for your
business. Learn how to perform
the basic program financial modeling
and understand the best practices
for determining customer value
and return on investment of the
loyalty program. The session covers
the program key performance indicators
(KPIs) and some of the popular
financial planning tools for your
loyalty program such as Customer
Life Time Value, Share of Wallet
and Return on Investment (ROI).
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| 12.30pm
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Networking
Lunch |
| 1.45pm |
Capitalizing
Database that Turn into Actionable
Marketing Solutions
By Tom Buecking, Consulting Program
Manager, COLLOQUY
Learn how to gain marketing insight
from loyalty program data by using
various analytic techniques such
as customer profiling, segmentation
and predictive modeling. You will
examine what are required, how to
do, implement and maximize these
techniques in your marketing strategies
and campaigns through case studies
and hands-on exercise. You will
leave the session with powerful,
actionable strategies that will
improve your marketing response
rates, effectiveness and profitability.
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| 3.15pm |
Afternoon Break |
| 3.40pm |
Top
10 Consumer Behavior Trends in Asia
Pacific
By Yongky Surya Susilo, Director,
Retail and Business Development,
PT ACNielsen Indonesia
Understand the market trends and
consumer behavior that one operates
has become an essential process
to ensure the success of any loyalty
program. This session shares the
latest consumer behavior trends
in Asia Pacific region and how organizations
can leverage this knowledge to work
hand in hand with the loyalty program
in drive result.
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| 5.00pm |
Make
Your Customers Pay You for Their
Loyalty
By John A Norrie, Managing
Director, Transactor Technologies
Group, New Zealand |
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| 6.00pm |
End of Day 1 |
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Day
2: (18th April
2007) |
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9.00am |
Maintaining
the Competitive Advantage of Loyalty
Program
By Tom Buecking, Consulting Program
Manager, COLLOQUY
Just like any other long existence
products, loyalty program that has
been launched for a while needs
to be spiced up with more value
added benefits and excitement to
maintain competitiveness. This session
shares with you case studies of
how some of the popular loyalty
programs modified their offerings
to motivate their customers. The
session also includes understanding
the rationale behind the modification
of their offerings as well as how
the market and competitors have
responded.
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Upclose &
Personal with AmBank Malaysia:
Learn how AmBank, one of the
leading banks in Malaysia maintain
the competitive advantage of
their 3-year old AmBonus Rewards
Program. |
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10.30am |
Morning
Break |
| 11.00am |
The
Power of Loyalty Relationship Chain
By Leah Besa-Jimenez, General
Manager, Proximity Philipines
The Relationship Chain is a measurement
tool that documents a series of
behavioral links, beginning with
awareness and ending with advocacy.
It provides an indication of members'
awareness and involvement with your
loyalty program and correlates it
with their value. It's also a guiding
principle to drive desired behavior
within the framework of your loyalty
marketing and CRM efforts. This
session explores the Relationship
Chain and discusses the importance
of communications and dialogue marketing
techniques to move customers along
the continuum with measurable results.
It also touches on the influence
of technology in your program communications
strategy and to make the communication
process more systematic, integrated,
targeted, and accountable to optimize
the program return on investment.
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| 12.30am |
Networking
Lunch |
| 1.45pm |
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| 3.15pm |
Afternoon
Break |
| 3.40pm |
Loyalty Programs
for Shopping Malls
By Praphul Misra, Netcarrots,
India
It was reported that
eight of the ten largest malls in
the world were in Asia by early
2007 and several more mega-malls
in China and the United Arab Emirates
are under construction. Quality
aside, quantity of shopping malls
being built is on the rise even
within the same city or suburb.
With hiked competition, how does
one shopping mall maintain its regular
shoppers? This session share with
you the many case studies around
Asia Pacific on how loyalty marketing
program can drive truly commercial
value for shopping malls.
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Demonstrating
the Profit Accountability of Your
Loyalty Program
By Tom Buecking, Consulting Program
Manager, COLLOQUY
This session explodes common misconceptions
about loyalty program liability
and covers topics such as program
design considerations, choices in
program equity delivery, liability
management and an introduction to
accounting issues. You'll leave
this session with a solid understanding
of the best methods for managing
program liability and tips for changing
the perception of liability within
your own organization from an accounting
negative to a measure of the investment
in your customers' lifetime value.
At the end of the session, you will
be confidently reaping the rewards
of the loyalty program to demonstrate
and justify the success of your
loyalty program.
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| 6.00pm |
End
of Summit |
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| Lead
Speaker: |
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Tom
Buecking
Consulting Program Manager, COLLOQUY,
USA
Tom Buecking brings more than two
decades of experience developing strategies
and programs that change customer
behavior for consumer and business-to-business
clients. His expertise encompasses
all facets of loyalty, direct, interactive
and promotional marketing as well
as strategic planning, partnership
development and customer analytics.
Tom is the former president of
Kobie Marketing (Florida) where
he lead, trained and managed the
loyalty, information technology
and interactive marketing efforts
for clients including AAA South,
Lucas Films, MBNA and Darden restaurants.
He also held executive management
positions with MacLaren McCann Relationship
Marketing (Toronto), and Rapp Collins
Worldwide (Brazil and Ontario),
Hughes Database Marketing and Canadian
Pacific Airlines and was involved
with the launch of Canada’s
first frequent-flyer program and
first affinity card. Prior to joining
COLLOQUY, Tom operated D.M. 1 Group,
an independent marketing and relationship
management consultancy.
As a recognized marketing expert,
Tom has shared his expertise at
industry conferences in the US as
well as Buenos Aires, Sao Paulo,
Toronto and Vancouver and has been
quoted in Marketing Magazine and
the Financial Post.
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Speakers: |
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Catherine
Eddy
Executive Director, Clients Solutions,
PT ACNielsen Indonesia
Catherine is experienced in
qualitative and quantitative methodologies
and has published internationally
in these areas, presented at many
conferences in Australia and overseas
and continues to lecture in the offshore
MBA program of the University of Adelaide’s
Graduate School of Management in Hong
Kong and for Monash University in
Jakarta. She is a Qualified Practicing
Market Researcher and holds a Master
of Business by research with a thesis
entitled Industry Benchmarking of
Service Quality and Satisfaction.
She also has a Bachelor of Management
(Marketing).
Catherine joined ACNielsen Indonesia
from Colmar Brunton Research in Australia.
Her client experience is extremely
broad and her industry experience
covers pharmaceutical, food and beverage,
finance, government and NGO’s,
education, racing and gaming, utilities
and industrials. She has spent more
than 15 years working in the market
research industry providing strategic
advice in relation to new product
and market development, service quality
and satisfaction, brand development,
communications and advertising strategy.
Prior to working with Colmar Brunton
Catherine was a researcher and academic
at the Marketing Science Centre, University
of South Australia.
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Yongky Surya
Susilo
Director, Retail and Business Development,
PT ACNielsen Indonesia
Yongky Surya Susilo brings years of
experience in research consumer insights
particularly in the retail segment.
His expertise includes Retail Index,
Key Account Data, Modeling and Analytic,
ScanTrack, Category & Space Management,
and Retailer Services.
A Computer Science graduate from
Fresno State University, USA, Yongky
is a Senior Analysts for a Geographic
Information System company in San
Diego, USA. As a recognized consumer
research expert, Yongky has been
actively speaking in National Retail
Seminars and Workshops, Industry
Associations and overseas Foreign
Investor Forums.
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Leah
Besa-Jimenez
General Manager, Proximity Asia -
Philippines
Leah Camilla R. Besa-Jimenez joined
Proximity as General Manager of the
Philippine office last March 2006
and she is also the Regional Lead
for CRM and Data Consulting.
Prior to joining Proximity,
she spent almost 3 years with Globe
Telecom as the Head for CRM Analytics
for the Wireless Business Group. She
led a consulting group that develops
strategies through data analytics
(i.e. statistical modeling) to control
churn, build loyalty and increase
usage.
Leah’s last agency post was
at Ogilvy & Mather as Director
of Business Development, as well as
Client Service Director for OgilvyOne.
Handling CRM projects for brands such
as Nestle, Nike, IBM, Kodak, Aventis
and Pfizer that netted awards and
citations from international and local
award shows. She also set up Ogilvy
Healthcare (now OneWorld Health) in
the Philippines specializing in healthcare
communications.
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John
A Norrie
Managing Director, Transactor Technologies
Group, New Zealand
John A Norrie brings over 15 years
of experience in the design and implementation
of technology-based customer loyalty
and reward programs in Australia and
New Zealand.
An advertising and marketing profession
by background, John pioneered many
of the technology platforms currently
in use in the industry today - such
as integrated EDC terminals incorporating
payment and loyalty applications.
Many of the active loyalty programs
in Australia and New Zealand today
are using technology and concepts
originally designed and developed
by John and his team.
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Praphul
Misra
CEO, NetCarrots, India
Praphul has developed and driven some
very successful relationship programs
in India and the USA. Notable among
them are: The Tata Card a large format
coalition program for India’s
largest diversified business group;
The Hero Honda Passport Program for
the world’s largest manufacturer
of motorcycles; The Opel Club for
General Motors India; SME Seminars
for Microsoft Southwest US. Loyalty
Programs for Specialty Retail, Cinema
Theatres, Retail Banking, Real Estate,
and Restaurants also form part of
his rich and varied repertoire.
The loyalty bug bit Praphul soon
after his MBA from the University
of Buffalo, New York when he conducted
consumer research projects for the
CRM efforts of JCPenney in the early
90s.
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COLLOQUY comprises
a collection of resources devoted to the
global loyalty-marketing industry. The flagship
resources are COLLOQUY
Consulting, a loyalty consulting practice,
COLLOQUY®, a quarterly
publication serving the loyalty-marketing
industry since 1990, www.colloquy.com,
the most comprehensive loyalty web site
in the world, COLLOQUY's
Research and Education divisions, and the
COLLOQUY Network, a global
network of consultants certified in COLLOQUY's
consulting methodology. Together they provide
a worldwide audience of 25,000+ marketers
with consulting services, news, editorial,
educational and research services across
all verticals and around the globe. COLLOQUY
magazine subscriptions are available at
no cost to qualified persons at www.colloquy.com/register.asp
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Customer Loyalty Solutions
(CLS), a subsidiary of Advance
Information Marketing (AIM) Berhad, is a
leading Business Processes Outsourcing (BPO)
company in loyalty management services,
providing consultation, technology and infrastructure
to our clients who aim to build and nurture
a life long relationship with their customers.
Our value proposition lies on our ability
to provide a total integrated, seamless
loyalty solution to our clients. Today,
CLS supports and manages
loyalty program which cater to the "Business-to-Business"
and "Business-to-Consumer" needs
for many multinational companies of diverse
industries ranging from financial institutions,
insurance, retailing and manufacturing to
food chain, oil & gas etc. CLS
is a COLLOQUY Network Partner in the Asia
Pacific region.
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Proximity Asia
(www.proximityasia.com)
is a leading direct and promotional marketing
and corporate communications company of
BBDO Worldwide and parent company Omnicom
Group Inc. (NYSE-OMC). As a leader in direct,
digital, promotional, and live marketing,
Proximity Asia provides award-winning communications
solutions in more than 8 countries throughout
Asia for clients such as VISA, ICI, KFC,
Pepsi, Mitsubishi, Tiger Beer and Masterfoods.
Proximity
Indonesia is a notable direct and promotional
marketing and corporate communications company
and a part of BBDO Asia Network. Key clients
include BCA, Castrol, DKSH Tunggal, Fonterra
Brands, Fuji Xerox, L’oreal, San Miguel
Purefoods, Splash Corporation, Sunsilk,
Excelcomindo. |
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Asia Pacific
Loyalty Marketing Summit 2007
Date: 17 – 18 April 2007 (Tues-Wed)
Venue: Shangri-La Hotel, Jakarta, Indonesia
Delegate
Fees |
Early
Bird
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| (Register
and payment made before 23th
March 07) |
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COLLOQUY®
Subscriber :
RM2,430 / US$689 / Rp.6,240,000 |
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Non-Subscriber
:
RM2,700 / US$765 / Rp.6,930,000 |
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| Normal
Rate |
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COLLOQUY®
Subscriber :
RM2,700 / US$765 / Rp.6,930,000 |
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Non-Subscriber
:
RM3,000 / US$850 / Rp.7,690,000 |
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Download
Registration Form ( )
For enquiries, call Nina Melling
at +6 03 2773 0718 or
Diana
Seow at +6 03 2773 0716 or email
to enquiries@cls.com.my
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