Wednesday, September 19th

7:00 PM - 9:00 PM - Welcome Reception, hosted by The Exclusive Clubs of Beverage Bistro.

Thursday, September 20th

8:00 AM - Breakfast, hosted by DeskPort Technologies.

9:00 AM - Conference Opens.

9:05 AM - 9:50 AM - The Web 2.0 Customer Engagement Pyramid: A Framework for Evaluating Web 2.0 Initiatives and Building Customer Loyalty

Presented by Joe Lichtenberg, Vice President of Marketing and Business Development, Eluma.

There is no shortage of Web 2.0 tools and technologies available to marketers to implement in the context of their brands, including social networks, blogs, wikis, forums, and customer reviews.
• How can you best determine which ones to implement?
• How can you use Web 2.0 to create loyal users who not only buy more, but also advocate on behalf of your brand?
• Does "turning over the keys" to your users create more problems than it solves?
• Can Web 2.0 help you move perishable travel inventory without resorting to deep discounting?

This session will explore these issues, present a novel framework to use to help evaluate the various Web 2.0 technologies, and discuss case studies and metrics.

9:50 AM - 10:35 AM - Delivering Great Customer Experiences, One Customer at a Time

Presented by Bob Pagano, Managing Director, Red Sky Insights, LLC.

A lot has been written over the past 15-20 years about brands and branding. What we have learned from over thirty years working with all types and sizes of companies is this: customers today are being subjected to some of the worst service experiences ever. Despite all of the smart and sensible writings on the subject, little has been done to improve the quality of customer experiences.

In this session, we will explore:

• the changing nature of companies, brands, and buyer behavior
• conditions driving customer dissatisfaction
• steps for success
• conditions that trigger operational branding
• and much more!

10:35 AM - 11:00 AM - Morning break, hosted by BidPal.

11:00 AM - 11:45 AM - Life Stage Travel Marketing: Delivering the Right Message for the Trip of a Lifetime

Presented by Bob Adams, CTC, Industry Strategist, Acxiom Travel & Entertainment Division.

To take advantage of growth potential, retain and grow revenues from current customers and capture new ones, travel marketers must understand and address the unique needs of multiple generations at each stage of life.

11:45 AM - 12:55 PM - Panel: Travel and Web 2.0

Moderated by Joe Lichtenberg, Vice President of Marketing and Business Development, Eluma.

Panelists include:

• Mark Dority, EarlyReturns Program Manager, Frontier Airlines
• Bob Soukup, Managing Director WorldPerks, Northwest Airlines
• Steve Mathwig, Director, Loyalty Marketing, Midwest Airlines
• John Reistrup, Vice President, Travel Marketing, Bill Me Later, Inc.

A lively discussion comparing current and planned practices in varying segments of travel. What is the basis for program enhancements, who is soliciting customer input, who follows blogs, who is developing online communities, and more.

1:00 PM - 2:00 PM - Lunch.

2:00 PM - 5:00 PM - Workshops for attendees. Sign up via the registration form. Workshops include:

• Delivering Great Customer Experiences, One Customer at a Time, presented by Bob Pagano, Managing Director, Red Sky Insights, LLC.
  In a follow-up to his general session presentation, Bob will further explore the changing nature of companies, brands, and buyer behavior. Join him to learn more about customer dissatisfaction and what your company can do to prevent it.

• Data Segmentation to the 4th Degree, presented by Mike Fitzpatrick, Vice President - Account Services, Cohorts.
  The right segmentation and analysis of your data will drive greater understanding, targeting, and communication with your customers and prospects. Using these results to get the right message to the right household will significantly improve the effectiveness and ROI of your data-based marketing initiatives and strategies. Learn how during this informative and entertaining session.

2:30 PM - 5:30 PM - For individuals not attending workshops, breakout sessions for those wishing to meet with partners, potential partners, or others. If you wish to reserve a breakout space you may do so via the registration form or e-mail Courtney@FTMA.org.

5:30 PM - 7:00 PM - Evening event.

Friday, September 21st

8:00 AM - Breakfast.

9:00 AM - 11:30 AM - Breakouts continue for partner meetings.

Conference Closes at Noon.

ATTIRE: Business Casual

Please note that Dues and Conference Fees must be paid in full prior to attendance.