Welcome
New Format
Get to Know Your SITE Chapter Leaders
Chapter of the Year Awards
FutureSITE
Save the Date
Marketing Information
Upcoming SITE Chapter Events
SITE Chapter Leadership Council Members
WELCOME
Dear Chapter Leaders,
Can you believe it is August already? It seems like only yesterday, we were discussing “Goal Setting” back in the spring!
It’s been a busy year since then.
- We had a Chapter Leaders Meeting in Dubai at ESNEP where a number of chapters shared their experiences & ideas.
- We have had interest in forming new Chapters in a number of areas, including Russia, China and Eastern Europe; a new Chapter is in formation in Greece; and both the New England and New Zealand Chapters were recently incorporated.
- A number of Chapters have taken up the offer of presentations in their home location by Morag Donald or Bruce Tepper. Look out for a presentation happening near you soon.
- The first of the Chapter Learning Modules – Strategic Marketing, complete with Powerpoint presentation & speaker guidelines, was launched recently, so make sure you take advantage & utilise it at one of your next Educational events. All you need to provide is the speaker!
- The next two Chapter Learning Modules are being developed currently and we hope to have them launched before the end of the year.
I know you too have all been busy as I have been copied on invitations to many innovative, exciting and dynamic events by a number of Chapters over the past few months.
Whatever goals your Chapter sets this year, do write and let your Chapter Leadership Council representative know your results. Our annual presentation to the International Board takes place in September and we would be delighted to include news of these achievements. Even if you have had some challenges,you can let us know those as well.
It only remains for us to say “Thank You” to all you Chapter Leaders who donate your time, enthusiasm and skills to your Chapters. If there is an Incentive Heaven, you have already qualified for the top tier!!
Graeme Dowie
Chair, SITE Chapter Leadership Council
President, SITE Ireland Chapter
NEW FORMAT INTRO
Globetrotting, your SITE chapter newsletter, is your resource for all things chapter related! The goal of this electronic publication, in conjunction with the SITE website, is to keep your chapter abreast of relevant chapter news, programs and initiatives. Previously, Globetrotting was issued 4 times a year. Times are changing and Globetrotting will now be available at least 6 times a year. Be sure to open each edition to see what is new and important to your chapter and leadership. As always, be sure to email Christie Pruyn at Christie_pruyn@site-intl.org with your feedback, comments, chapter news and photos. SITE values its chapters and is continually striving to build value. We rely on your participation for continued improvement.
GET TO KNOW YOUR SITE CHAPTER LEADERS
SITE is thrilled to welcome 3 new chapters into the chapter network this year: SITE Greece, SITE New England and SITE New Zealand. Our total global chapter network is up to 33! Recently, the three new chapter Presidents were interviewed
SITE Greece
Tasso Pappas, CITE
TP Consultancy
2, Kypselis Street
Athens, 11362 Greece
+30 697 4738885
tassopappas@otenet.gr |
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Who introduced you to SITE?
I was introduced to SITE in 1982 by Bob Guerriero of Journeymasters, founder and Past President of SITE. I was doing my first incentive program, one of the biggest I ever handled. Bob recognised that I had all the abilities, will, and potential to make a career in the incentive business, but as he told me I was lacking the incentive language, education, style, and methodology. Bob sponsored me to become a SITE member, we were very few than outside USA, and I never regretted it.
Year after year following the SITE educational programs, activities, and networking, I acquired the necessary education to become a better professional, a successful businessman. Most important I think I became a better person as I learned at SITE that "it was not all for me" and therefore I could better understand by competitors, suppliers and clients which helped me greatly in my career.
Why are chapters important to SITE?
I helped create one of the first chapters in 1993 I believe, the Benelux Chapter. Now that I have more time I help creating the Greek Chapter. I can not imagine SITE without Chapters. Passing the benefits for the Chapters, I think that Chapters are the core of SITE.
In the global world of today the Chapters are the voice of SITE around the world. Chapters carry the voice of the membership to the Board so the directors are aware of the needs and wishes of the member's Chapters are the best resource of SITE for Board Directors.
With chapters, SITE maintains a hard core of dedicated professionals around the world who carry the flame for incentive education and practices, and with the chapters I believe SITE can better and more immediate communicate with the members.
What do you like most about your job / career?
What I enjoyed most in my carreer was the camaraderie, bonds and friendship which I found among SITE members. I speak at least for those who take the time to meet at the various SITE events and network.
If money were no object, where in the world would you go for a vacation?
I have travelled extensively. I would like to return one day to Argentina and visit China which I have not yet done.
What are you usually found doing on a Sunday?
Now that I have more time for myself, I like doing just nothing on Sunday. I spend the day going to local friends' houses or inviting them to my place for a glass of ouzo and spend the time talking, drinking, eating.
What are you most looking forward to at the SITE International Conference 2006 in Barcelona?
Barcelona is a great city and I know it is going to be a great conference, so I have blocked my days for it. I only hope that SITE will negotiate good air fares so we can participate in great numbers. I look forward to the educational program and the social one which I know they will be good. I also look forward to the networking and seeing again my good industry friends who will be there.
SITE New England
Scott L. Bickford
Air Planning, LLC
45 Stiles Road, Suite 209
Salem, New Hampshire 03079 USA
603 890 0044
sbickford@airplanning.com
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Who introduced you to SITE?
Elizabeth Linn with Marriott and Renaissance Caribbean & Mexico Resorts introduced me to SITE. She made lots of introductions at the international event that we were attending, which really assisted me with getting to know other SITE members. Elizabeth and I have enjoyed a tremendous partnership ever since that has resulted in significant revenue for both organizations.
Why are chapters important to SITE?
The famous former US Speaker of the House Tip O'Neill is credited with the phrase "all politics is local" -the same is true for business. Local chapters allow members to cultivate business relationships locally. It is all too common that people miss business opportunities in their own back yard. Secondly, for those businesses that are local by nature such as DMCs, properties and event companies, it is critical that they make their presence known. What better way than through a local SITE chapter?
What do you like most about your job / career?
Being creative and building our business. During the early years, I was directly involved in the sale of every air charter program that my company provided. Now that we have grown, I am able to step back and look more critically at maintaining our customers and creating new opportunities. I love forging partnerships with other organizations that are mutually beneficial, and I simply enjoy meeting people from all over the globe -it provides you with more well-rounded worldview.
If money were no object, where in the world would you go for a vacation?
I would disappear to a remote locale. If I disclose it, others might start going there. I hope you understand!
What are you usually found doing on a Sunday?
Part of Sunday is always spent wondering what happened to the rest of the weekend. After that, I'm usually playing with my kids (Nick 8, Julia 5). One of the perks of being a parent is that you get a second childhood and get to play with toys again.
What are you most looking forward to at the SITE International Conference 2006 in Barcelona?
The chocolate! I've been reading up on the city, and I can't wait to experience it in person. I'm looking forward to speaking to the SITE members that I haven't seen since Toronto, as well as meeting new members. The evening events are always great opportunities to make new friends (I hope that the people that I end up sitting next to see it that way!)
SITE New Zealand Eugene de Villiers
The Extra Mile Company Ltd.
Stanway Business Park - Tower Two
646 Great South Road Ellerslie,
New Zealand
eugene@extramilecompany.com |
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Who introduced you to SITE?
Our group managing director had read an article on SITE on a recent visit to the US and suggested that I research them to see whether this association would help us grow our business in this new and developing market. And boy, they sure did!
Why are chapters important to SITE?
A SITE chapter is able to take on the local personality of the industry. The chapter is able to give the individual members ownership of their patch, so to speak. Local expression is so important in a large multinational association.
What do you like most about your job / career?
I love sharing the success of our clients, in many cases I almost feel like an employee; I get so involved with their challenges and hurdles and the solutions our programs provide. To be honest – I love our industry!
If money were no object, where in the world would you go for a vacation?
South of France. I would love to hire a home for my family and I in a small village and go and spend three months integrating myself with the locals, enjoying their food (and wine), their culture and making new friends.
What are you usually found doing on a Sunday?
Sunday is my day to chill, just to relax and get ready for the week ahead. We would normally attend church in the morning, go out for lunch and then get home to read and rest. Every now and then I may squeeze in a round of golf!
What are you most looking forward to at the SITE International Conference 2006 in Barcelona?
I have learnt something new at every single International Conference, and not always from the speakers. Something to take back home and apply in my business. I remember once chatting with our past president Roger Tondeur over lunch about the structure of a deal which I was later able to apply in purchasing another incentive company a few years ago. Great networking!
FutureSITE – How Chapters Benefit
The FutureSITE Capital Campaign has been extremely successful in raising funds to build and develop new programs for SITE members and chapters. To date, there are three specific initiatives that your chapter should be aware of and using to benefit the chapter and your members.
The first is Online Registration. This program kicked off in 2005 with a chapter training session at the International Conference in Toronto. E-vent Central has committed to be a full sponsor and will assist in building your event site and registration. Online Registration sounds intimidating, but E-Vent Central has excellent customer service and can help even the most technology challenged chapter! If your chapter has not signed up for this sponsored service, please email Mark Beythoun at markbeythoun@eventcentral.com.
The second program, Chapter Learning Modules, takes two forms and is funded by Hilton Hotels Corporation. The first aspect is a chapter “road show” that features SITE International Board of Directors Bruce Tepper, CITE, CTC or Morag Donald, CITE, CMP visiting your chapter and presenting on one of three incentive-related topics: Buyer / Supplier Relationship, Basics in Incentives or the Role of Service and Quality. Each program is customized to fit the needs of your chapter, location and audience. FutureSITE funding covers the cost of travel to your chapter, which can sometimes be the most costly part of securing a quality speaker. Your chapter owes quality education to its members and attendees. Be sure to participate today by emailing Christie at Christie_pruyn@site-intl.org.
Finally, chapters can increase their educational offerings by using our new “seminar in a box” program. The first installment has been created and released on Strategic Marketing. It is a full program that included a PowerPoint handout, notes, guidelines, etc. Your chapter needs only to provide the speaker.
In today’s hectic world, it is difficult to find the time and resources needed for your chapter to build programs and services that are beneficial. SITE understands and has focused on providing additional resources for you. Our chapters need to take advantage of these programs in order for them to continue in the future. Specific details can be found online at http://www.site-intl.org/chapters/.
SAVE THE DATE!
September – Chapter Leadership Meeting at the Motivation Show
Date and Details Coming Soon!
26 November - Chapter Leadership & International Board of Directors Dinner
(By invitation only)
20:00 – 23:00
Special location – clues arriving soon!
27 November - Chapter Leadership Meeting
All current and incoming chapter board members are invited
9:00 – 16:00
2 December - Chapter of the Year Awards Program
9:00 – 9:30
Chapter parade for all chapters followed by Awards program |
MARKETING INFORMATION
Holding On: Proven Strategies for Retaining Members
By Julia M. O’Donnell
Keep your members happy and they will stay members.
Sounds easy, right? Increasing your membership retention rate by even a few points often takes hard work and careful planning. To get started with your next membership retention program, here are three tried and true strategies for keeping your members happy.
Strategy No 1: Acquire the "Right" Ones in the First Place
In order to retain more members, it is important to acquire the right members from the start. Sign up the people who will get the most value out of membership in your chapter. While this strategy requires extra work at the outset, it is worth the effort, says Rob Engelman, president of Engelman Management Group, a marketing and management consulting company that works with small businesses. "It's the hard thing to do, but the right thing to do for the organization," he says.
Engelman recommends you start by looking at your membership and determining who your "heavy users" are. Who gets the most value from your chapter? Concentrate on such factors as geography, experience and attitudes toward the Society and chapter. This targeted approach will help you reduce wasted marketing expense and uncover potential members.
Next determine the benefits you provide your members. Look to your heavy users to see what they like best about the chapter, Engelman advises. In marketing materials, hone in on these benefits that your heavy users find most valuable.
Once you've targeted your market, make contact early with new members to make sure they feel welcome. New members want to feel like insiders, Engelman explains. If they receive a call from a chapter member explaining the organization, meetings, etc., it will make them feel part of the group.
Keep track of new members' activity. Make sure they join a committee or work group, sign up for a listserv or attend a meeting. "People can experience buyer's remorse," Engelman says. "If they don't use their membership initially, they feel like it has no value." He suggests that if within six months of joining the chapter the member hasn't been active, place another phone call or send a personal letter. He warns, however, to be patient with this strategy. "Your results may not happen over-night. If you acquire a better member today, you're not going to know if it works for 12 months."
Strategy No 2: Promote Community
Now, work on the intangible benefits. The best long-term strategy for retaining members is to promote a sense of community among the membership.
All too often, chapters invest in slick recruitment pieces to gain new members only to see the life of those members turn out to be relatively short. If retention rates are even as high as 80 percent, the chapter has to work very hard to win a new 20 percent each year and replace its entire membership twice each decade. The better, long-term strategy is to increase the intangible value that the typical association delivers.
Many chapters don't have ease in identifying potential members. However, chapters can concentrate on the long-term. Most chaptesr are focused on getting through this year, but they need a long term view. Some even suggest not doing anything in the current year.
Second, when a chapter identifies the benefits it provides its members, the chapter should focus on affinity. Any organization that exists, exists to build community. It is made up of like-minded people that got together to form a group. Be sure to identify why it was that people joined in the first place.
Strategy No 3: Phone Call Reminders
Even if you acquire the right members and create a sense of community among the membership, every year you will be faced with the task of getting your members to renew. This means you will have to remind them that it is time to pay dues. Many chapters have found that phone call reminders work wonders.
"We went through a period during the late 1990s when budgets were strained. Organizations spent less on education, and our membership went down," says Steve Rauchenecker, director of membership and marketing for Health Care Financial Management Association (HFMA), which serves more than 34,000 members. By 2001 HFMA's retention rate was in the low 80s. "We realized we had to start thinking differently if things were going to improve," he says. Along with starting a new branding campaign and redesigning its Web site, HFMA also started a telemarketing program to remind members that it was time to renew. "We had been relying on our chapters to call individuals," Rauchenecker says. "While our chapters are very involved, due to their professional commitments — in addition to their volunteer activities — the level of commitment and involvement varied across 70 chapters."
In order to help the chapters and create consistency, Rauchenecker decided to hire a telemarketing firm to make the reminder calls. "It's a friendly reminder to let the members know that if they don't want to experience interruption in service, it's in their best interest to renew their membership now," he says. The telemarketing service accepts credit card payments over the phone or will mail the member an invoice. Rauchenecker starts the initiative at the end of the dues billing process when the member has already received six to eight other renewal notifications in the form of an invoice, e-mail or tip-on card on publications.
HFMA has been able to quantify a 2 percent retention rate increase tied to its telemarketing efforts. Today the association enjoys a near 90 percent retention rate. The telemarketing firm must have a relationship with the association's membership department and timing is critical, Rauchenecker warns. "You want it to be perceived as part of your organization," he says. The database must be updated quickly so members don't receive a call if they've already renewed. "Dues billing is arguably the most important initiative your organization undertakes," Rauchenecker says. "It is worth giving the time, investment and staff empowerment to do the most effective job you can."
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Upcoming SITE Chapter Events
September |
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5 |
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SITE Belux |
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Meet and Lunch |
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5 |
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SITE Great Britain |
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Educational Event with Bruce & Morag |
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19 |
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SITE NZ |
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Board Meeting |
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20 |
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SITE Canada |
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Breakfast Meeting |
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26-28 |
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IT&ME |
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TBD |
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Chapter Leadership Meeting at IT&ME |
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TBD |
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SITE Great Britain |
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Education “You Rang M’Lord” |
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October |
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12 |
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SITE So Cal |
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Educational Event – Leadership |
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18 |
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SITE No Cal |
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Are You Missing the Boat? |
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18 |
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SITE Canada |
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Dinner Meeting |
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22-23 |
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SITE Ireland |
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Education & Fam Trip |
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TBD |
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SITE South Africa |
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AGM |
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30 |
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Chapter 3 rd Quarter 2006 Reports Due |
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Chapter Leadership Council
Graeme Dowie - Chair
Tony Graham & Associates, Intl. Ltd.
Graeme@tgaireland.com
Peter Rientjes
Rientjes & Partners
peter@rientjes.nl
Dale Hahne
PGI Phoenix/ Scottsdale
dhahne@tbaglobalevents.com
Adam Lawhorne
Meeting Incentive Experts
adam@meetingincentiveexperts.com
David Sand
Uwin Iwin Incentives Pty. Ltd.
david@uwiniwin.co.za
Simon Hilton
The Extra Mile Company
simon@extramilecompany.com
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