Innovation in Conference Services (presented in Macau at CEFCO | January 2017)
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Transcript of Innovation in Conference Services (presented in Macau at CEFCO | January 2017)
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INNOVATION IN CONFERENCE SERVICES
BRUNO SIMÕES, CPM13TH CHINA EXPO FORUM FOR INTERNATIONAL COOPERATION
13 JANUARY 2017
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GIVE A MAN A FISH AND YOU FEED HIM FOR A DAY
TEACH A MAN TO FISH AND YOU FEED HIM FOR A LIFETIME
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YOUR SPEAKER
EDUCATION: MASTER IN BUSINESS
ADMINISTRATIONMBA IN MARKETING
CMP – CERTIFIED MEETING PROFESSIONAL
CIS – CERTIFIED INCENTIVE SPECIALIST
EXPERIENCE:22 YEARS IN MICE INDUSTRY, 16
YEARS IN MACAUWORKED FOR GOVERNMENT –
MEETINGS, BUSINESS DELEGATIONS, OFFICIAL EVENTS…CO-OWNER OF TWO COMPANIES
IN MACAU
OTHER BUSINESS:
BOARD MEMBER @ SITE CHINA CHAPTER
SECRETARY @ MISE – MACAU MEETINGS,
INCENTIVES AND SPECIAL EVENTS ASSOCIATION
BOARD MEMBER @ SKAL INTERNATIONAL MACAU
CLUBlinkedin.com/in/bsimoes
Bruno_Simoes_Macau
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“INNOVATION IN CONFERENCE SERVICES”
GET INSPIRATION FROM
1. DELEGATE EXPERIENCE
2. TRENDS IN EVENT DESIGN
3. TRENDS IN ENGAGEMENT TECHNOLOGY
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1. DELEGATE “EXPERIENCE” DIFFERENCE WITH “CUSTOMER SERVICE”
EVENTS OF THE PAST PROVISION OF CUSTOMER SERVICE GOOD SERVICEFLAWLESS
EVENTS TODAYIT IS THE DELIVERY OF “EXPERIENCES”; THE ADDED VALUE, MEMORIES AND EMOTIONS THAT MATTERHOW ARE YOU GOING TO EXCITE
YOUR GUESTS TO CREATE EMOTIONS AND MEMORIES?
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1. DELEGATE EXPERIENCE HOW IMPORTANT IS COMMUNICATION?
CONVENTIONAL COMMUNICATION• EMAIL• SMS• PAPER• SIGNAGE• TRADITIONAL MEDIA• UNIFORMS…
NEW COMMUNICATION• SOCIAL MEDIA – WECHAT,
FACEBOOK• APPS• RATINGS AND COMMENTS –
TRIPADVISOR • VIDEO CHANNELS – WHAT
HAPPENED TO PHOTOS?• VIRTUAL REALITY – BEFORE
YOU EXPERIENCE…
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1. DELEGATE EXPERIENCE WHO IS YOUR CUSTOMER?
YOUR “CUSTOMERS” CONFERENCE ATTENDEES, SUPPLIERS, YOUR INTERNAL
COLLEAGUES OR EVEN YOUR BOSS! YOU HAVE TO SATISFY MANY DIFFERENT
PEOPLE, AND INCREASINGLY, PEOPLE THAT ARE NOT LIKE YOU.
YOUR CUSTOMER IS DIFFERENT FROM YOU!
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WHAT DO YOUR DELEGATES EXPECT?WHAT DO YOUR DELEGATES WANT?AND THE CULTURAL DIFFERENCES?
AND INDUSTRY DIFFERENCES?
1. DELEGATE EXPERIENCE WHO IS YOUR CUSTOMER?
HOW DO YOU KNOW WHAT YOUR DELEGATES AND PROSPECTS PREFER, WANT AND NEED?
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UNDERSTANDING YOUR DELEGATE EXPERIENCE
YOUR COMPETITORS:
• WHO ARE YOUR COMPETITORS?
• WHAT DO YOU DO BETTER THAN YOUR COMPETITORS?
• WHAT DO THEY DO BETTER THAN YOU?
UNDERSTAND CURRENT PERFORMANCE:
• SEE THE BIG PICTURE – THE CUSTOMER END-TO-END EXPERIENCE
• SURVEYS / QUESTIONNAIRES ARE NOT ENOUGH
• LISTEN TO CUSTOMERS, EMPLOYEES AND MANAGEMENT
1. DELEGATE EXPERIENCE WHO IS YOUR CUSTOMER?
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ENGAGE THE FRONT LINETOP DOWN AND BOTTOM UP TAKE (MANY) NOTES ON SPOT
FOCUS GROUPS / OPEN TALKS WITH CUSTOMERS
BECOME A LEADERREDESIGNING THE EXPERIENCE
1. DELEGATE EXPERIENCE WHO IS YOUR CUSTOMER?
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2. TRENDS IN EVENT DESIGNSENSE OF PLACE
HOME MEETS EVENT
THE BEST EVENT DESIGNS PLAY INTO OUR DEAR SENSE OF
BELONGING.
LOYALTY CAN BE ACHIEVED FROM PARTICIPANTS BY CATERING TO THIS
SENSE OF BEING AT “HOME”.
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CATERING TO THIS SENSE OF BEING AT “HOME”.
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2. TRENDS IN EVENT DESIGNTIME SHIFTING
EVENTS CAN MAKE HISTORY
TIME TRAVEL ALWAYS MAKES FOR GREAT EVENT DESIGN.
DO FLASHBACKS (AND FORWARD) TO ENABLE PARTICIPANTS TO
ENVISION THE FUTURE STATE OF THEIR ORGANISATION
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FLASHBACKS…1957 – FIRST CANTOON FAIR
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2. TRENDS IN EVENT DESIGNHUMAN SCALE
BEING ABLE TO KEEP YOUR SCALE HUMAN AND THE EXPERIENCES
REAL, WHATEVER YOUR EVENT SIZE,
WILL DETERMINE WHETHER YOU ARE THE RISING STAR OR THE
ENDANGERED SPECIES OF EVENTS.
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DO YOU KNOW?
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2. TRENDS IN EVENT DESIGNTELL NO ONE!
SECRETS ARE THE MAGIC INGREDIENT THAT CAN CATAPULT IMAGINARY WORLDS
ONLY SEEN IN FILM SETS, INTO EVENT REALITY.
AN INVITATION TO PERSONALLY LEAP BACK 100 YEARS INTO MACAU’S
FIRECRACKERS INDUSTRY
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100 YEARS INTO MACAU’S FIRECRACKERS INDUSTRY
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3. TRENDS IN ENGAGEMENT TECHNOLOGY
EVENTS OF THE PAST
EVENTS TODAY
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3. TRENDS IN ENGAGEMENT TECHNOLOGYMATCHMAKING
THE VERY DEFINITION OF ENGAGEMENT ASSUMES CONNECTION
AND CO-CREATION AMONG ATTENDEES.
CONNECTING ATTENDEESSEEMS TO BE THE STRUGGLE OF MOST
EVENT PROFESSIONALS.
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3. TRENDS IN ENGAGEMENT TECHNOLOGYSPARE ME THE DOWNLOAD
“I WOULD NOT LIKE TO DOWNLOAD AN APP THAT IS USED FOR 1
DAY ONLY AND HAS NO USE THEREAFTER”
APPS THAT OFFER LONGER TERM ENGAGEMENT OPTIONS AS WELL
AS A CLEAR PRE-, DURING-, POST- EVENT SUITE OF TOOLS ARE THE
ONES THAT NEED TO BE FAVOURED.
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3. TRENDS IN ENGAGEMENT TECHNOLOGYTIGHTER INTEGRATION
“THIS IS THE THE NUMBER ONE COMPLAINT FROM EVENT PROFESSIONALS”
INTEGRATION IS SIMPLY NOT THERE. IT IS SOMETIMES PROMISED,
BUT RARELY DELIVERED. EVENT PROFESSIONALS NEED TO ASK
MORE OF EVENTTECH PROVIDERS.
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3. TRENDS IN ENGAGEMENT TECHNOLOGYTIGHTER INTEGRATION
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3. TRENDS IN ENGAGEMENT TECHNOLOGYPRE-EVENT ENGAGEMENT
“ONE OF THE MOST COMMON MISTAKES IS THE LACK OF PRE-EVENT BUZZ.”
MAKING SURE THAT ATTENDEES ARE INFORMED
AND ENGAGED BEFORE THE EVENT IS KEY TO SECURING HIGHER
LEVELS OF ENGAGEMENT DURING THE EVENT.
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3. TRENDS IN ENGAGEMENT TECHNOLOGYPRE-EVENT ENGAGEMENT
“ONE OF THE MOST COMMON MISTAKES IS THE LACK OF PRE-EVENT BUZZ.”
MAKING SURE THAT ATTENDEES ARE INFORMED
AND ENGAGED BEFORE THE EVENT IS KEY TO SECURING HIGHER
LEVELS OF ENGAGEMENT DURING THE EVENT.
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THANK YOU!
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