International Congress and Convention Association New Ways of Working: Getting Closer to Clients David Kliman, CMP, CMM 44 th 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

International Congress and Convention Association New Ways of Working: Getting Closer to Clients David Kliman, CMP, CMM 44 th ICCA Congress & Exhibition 07 November 2005 iccaworld.com Thank you!