Programme
Sunday 5 November
- Conference registration
- Welcome reception
Monday 6 November
- Conference day 1
- Networking drinks
WELCOME AND OPENING OF THE CONFERENCE
| 09.00 - 09.10: | Opening ESOMAR |
| 09.10 - 09.15: | Introduction to the programme Stephan Thun, Programme Committee Chairman, and VP, Managing Director Europe, Maritz Research, Germany |
KEYNOTE SPEAKER
| 09.15 - 09.20: | Introduction to keynote Stephan Thun, Maritz Research, Germany |
| 09.20 - 10.00: | Brand lost in the unknown Jack Rouse, CEO, Jack Rouse Associates, USA |
| 10.00 - 10.10: | Q&A |
| 10.10 - 10.30: | Refreshment break |
DISCOVERING THE EXPERIENCE
| 10.30 - 10.35: | Introduction by session chair Uta Formeseyn, TUI Deutschland, Germany |
| 10.35 - 11.00: | Moving people The Cathay Pacific experience David McCaughan, McCann Erickson, Japan |
| 11.00 - 11.25: | Transforming leisure with ethnography Caroline Gibbons-Barry, Scott Moshier, PortiCo Research, USA Karen Hofman, PortiCo Research, Canada |
| 11.25 - 11.50: | Innovation in cruise ship entertainment The COSTA CROCIERE case study Emiliano Romano, TNS Infratest, Italy Marco Ottaviani, Costa Crociere, Italy |
| 11.50 - 12.15: | Dynamic segmentation in the travel industry Florian Bauer, Vocatus, Germany Markus Orth, L’TUR, Germany |
| 12.15 - 12.35: | Discussion |
| 12.35 - 14.00: | Lunch |
BUILDING THE EXPERIENCE
| 14.00 - 14.05: | Introduction by session chair Lorena Diaz, Grupo Posadas, Mexico |
| 14.05 - 14.30: | Building a hotel brand: How a business class hotel discovered its brand DNA Grupo Posadas and the Fiesta Inn Brand reinvent the business traveler experience Javier Barrera, Grupo Posadas, Mexico Zachary Conen & Robert Rush, LRA Worldwide, USA |
| 14.30 - 14.55: | What guests want from a hotel Using predictive research analytics optimising MyTravel’s property portfolio Tamsin Jenkins, Sam Gardner, Nunwood, UK Louise Holt, MyTravel Ltd, UK |
| 14.55 - 15.20: | Behaviour and attitudes of Chinese tourists Rene Bos, ACNielsen, China Grace Wen Pan, Griffith Business School, Griffith University, Australia |
| 15.20 - 15.40: | Discussion |
| 15.40 - 16.05: | Refreshment break |
NEW WAYS TO LISTEN TO CUSTOMERS
| 16.05 - 16.10: | Introduction by session chair Roger A Parker, Boeing Commercial Airplanes, USA |
| 16.10 -16.25: | Blog mining Quantifying qualitative research Pravin Shekar, Dexterity Business Analysts, India. |
| 16.25 - 16.40: | Web mining Hotel brands, loyalty programmes and the frequent traveller Tom Anderson, Jesse Chen, Anderson Analytics, USA |
| 16.40 -16.55: | Measuring word of mouth The bottom line impact Judy Melanson, Heather Magaw, Chadwick Martin Bailey, USA |
| 16.55 - 17.20: | Q&A and Discussion |
| 17.20 - 17.25: | Closing of the day Stephan Thun, Maritz Research, Germany |
| 17.25 - 18.00: | Notes on the semiotics of art: Puccini’s Tosca Luigi Toiati, Focus, Italy |
Networking drinks
18.00 – 19.00: Networking drinks
Tuesday 7 November
- Conference day 2 (morning only)
MANAGING THE EXPERIENCE
| 09.00 - 09.05: | Introduction by session chair Isaac Collazo, InterContinental Hotels Group, USA |
| 09.05 - 09.25: | The myth of service recovery Rick Garlick, Maritz Research Hospitality Group, USA |
| 09.25 - 09.45: | Improving the travel experience Greater profits through effective satisfaction measures David Perroud, P. Robert and Partners, Switzerland Carsten Friedrichsen, IATA - International Air Transport Association, Switzerland Daniel Ray, University of Grenoble, France |
| 09.45 - 10.05: | The importance of first contact What’s a smile worth? Robert Passikoff, Brand Keys, USA Frank Mulhern, Northwestern University Integrated Marketing Communications, USA |
| 10.05 - 10.25: | Leveraging customer panels for business success Jon Mamela, Fairmont Hotels and Resorts, Canada John Morton, Market Probe, Canada |
| 10.25 - 10.45: | Discussion |
| 10.45 - 11.15: | Refreshment break |
PANEL DISCUSSION - TRENDS AND NEW PATHS: OPPORTUNITIES FOR LEISURE GROWTH
| 11.15 – 11.20: | Introduction by session chair Federica Santucci, RQ Ricerche Qualitative, Italy |
| 11.20 - 11.30: | Idleness, leisure and free time A prospective vision Heriberto Lopez Romo, Myra Herrera, Instituto de Investigaciones Sociales, Mexico |
| 11.30 - 11.40: | Bottom of the pyramid A new market for tourism Luciana Trindade Aguiar, Haroldo da Gama Torres, Data Popular, Brazil Tania Limeira, Fundação Getúlio Vargas, Brazil |
| 11.40 - 11.50: | Spiritual tourism Motives, formats and marketing Christophe Melchers, ifm Wirkungen + Strategien, Germany |
| 11.50 - 12.10: | Discussion |
Closing of the conference
| 12.10 - 12.20: | Closing word by Stephan Thun, VP, Managing Director Europe, Maritz Research, Germany |
| 12.10 - 12.30: | Closing word by ESOMAR |