August 13, 2009
By Judy Kent, Experient
Thanks to all who attended our session at e4. I hope you all enjoyed the topic. We loved the passion that you all showed in coming up with “What will the meetings of the future look like?”. We looked at five burning areas/questions and focused our attention on them. Below is a recap that you as a group developed through your sharing. Stay tuned for a great study that will be released in October from Oxford Economics on this very topic. It will be very educational and pivotal to our industry. We will post it once we received.
1. Grow/Retain Membership and Attendance – What role do conventions and meetings play in increasing and maintaining membership for an association, driving attendance or motivating people to attend an association’s meeting? Will larger meetings be a thing of the past associations shift to smaller regional meetings costing less to produce? Do you believe associations will begin merging or partnering with other similar accredited associations to build attendance?
August 10, 2009
By: Nora Johnson, SMMP Services Specialist, Experient
Data, reports, e-mail, blogs, websites, conference calls, voicemail, projects, news releases, reports, data, data, data: information. Chaotic and overwhelming, and made even more so as we toss in a few additional factors: past, present and future. Now that you may be experiencing an anxiety spike and your fingers are itching to check your e-mail, you should take this moment to stop and breathe.
We are fortunate to have a lot of information available to us, and if not readily available, we at least have the means to gather the information. However, in trying to keep up, we find that there is more information than we can possibly process, there is information from questionable sources or there is conflicting information. Regarding information – we’re at an impasse.
How do we stop the madness? We don’t. We just need to learn Read the rest of this entry »
July 23, 2009
By Nicole Buraglio – Hanley Wood Exhibitions
A trade show staff equipped with the best customer service techniques doesn’t cut it anymore, especially in this environment where the economy and technology are changing on what feels like a daily basis. What, then, can we offer our customers that will blow them away? That will make them choose us over the competition? That will help us retain customers when turnover is high?
Think about customer service as it pertains to you and your favorite restaurant—the one you’ve been frequenting for many years. You go there twice a month, on Mondays; you know the owner and the wait staff. Heck, you even order the same thing (most of the time). What would happen if you walked in one Monday and you were just another customer? Hint: You wouldn’t like it.
It’s critical we continue to treat our loyal customers as if they’re friends or family. Besides, they spend a ton of money with us every year and they stick with us, even when the rest of the industry struggles to do so at best.
As trade show organizers, we need to find a way to communicate to our customers that we know and appreciate them. At my company, we spent last year developing customer portals that allow our exhibitors and attendees to see their history with us, find out what’s coming up that may be of interest to them (based on their demographics and habits) and plan for the future—across ALL of our events.
Our booth space application and contracts are now online and pre-populate based on what we know about the individual companies, our customers, signing up.
The response has been huge. And, while it was—and continues to be—a lot of work, it is a simple concept. At a time like this, when everything seems to be up in the air and out of control, we need to focus on the fundamentals.