TTA WORLDCHOICE CONFERENCE 2009
Transcription
TTA WORLDCHOICE CONFERENCE 2009
KEEPING MEMBERS UP-TO-DATE RIGHT HERE, RIGHT NOW! NEW ALLIANCE BENEFITS WORLDCHOICE CORPORATE SEE PAGE 2 TTA WORLDCHOICE CONFERENCE 2009 NOVEMBER 21ST&22ND, SHERATON SKYLINE HEATHROW – SEE PAGE 4 ISSUETWO SUMMER 2009 PAGE THREE… PAGE SIX… PAGE SEVEN… Why does Teleticket like to say “no”, and what makes Crystal Cruises so different? Find out why Major Travel puts business before pleasure, and read Holiday Autos’ top tips for car rental sales Feeling below Par? You should have gone to the TTA Worldchoice Golf Day! 1 2 3 Worldchoice INSIGHT Newsletter Issue 0Issue2_b.indd 1 4 5 6 7 8 10/7/09 10:15:58 SUMMER 2009 WORLDCHOICE CORPORATE TRAVEL NEWS ATTENTION ALL BUSINESS TRAVEL MEMBERS IF YOU CURRENTLY operate a successful business travel agency or TMC and want to improve your bottom line then read on…. CorporateChoice the business travel solution for Worldchoice members has a unique alliance with Uniglobe Travel. This exclusive relationship with Uniglobe was created just under a year ago and currently 11 of our members, with a total combined revenue value of £100 million, now enjoy the benefits to their business as follows: • Net fare agreements with 44 airlines • Global Fare Search technology • Preferred status sales agreements with airlines • • • • A truly Global support programme Enhanced GDS deals Training Out of hours service and so much more… Unlike Advantage and their Focus Group The Worldchoice/Uniglobe Alliance is a truly global offering with over 750 outlets around the world in 40 countries working together. The Alliance does not suit everyone, the important criteria are an IATA license and a BSP turnover of at least £500k. There are of course costs involved, therefore for more details of this exclusive arrangement for Worldchoice and TTA members please email me at – [email protected] Tim Giles, Director of Business Travel WORLDCHOICE ARE WINNERS IN THE AGENT ACHIEVEMENT AWARDS CONGRATULATIONS to three Worldchoice members who won their categories in the recent Agent Achievement Awards. Premier Travel was voted best large agent in Central England, Garstang Travel which was chosen as the best small leisure agent, and finally Pauline Newman of Anders Travel who won the Travel Consultants Competition. Here are our winners! Above from top: Greg Mould of Premier Travel and above: Nicole Eaves of Garstang Travel. Pauline Newman of Anders Travel was unable to attend the ceremony but won the award for best travel consultant. MESSAGE FROM We have now shown that the voice of the small independent must be heard DANIELE BROCCOLI I WOULD LIKE TO THANK ALL MY FELLOW WORLDCHOICE MEMBERS FOR YOUR SUPPORT AND KIND WORDS DURING THE ELECTION FOR THE NEW ABTA CHAIRMAN ALTHOUGH I DID NOT WIN we have now shown that the voice of the small independent must be heard and taken notice of. I can assure you while I am still on the ABTA Board to represent agents I will always make sure I am contactable if anybody needs me for a chat or advice and most importantly to make sure your views are always known. In this new era I am sure our chairman and my fellow Board will move our Association forward in the right way for us all and I look forward in dealing with the challenges ahead. Finally I would like to thank everybody in the Worldchoice head office for their help and support. During the election if I needed any help and advice they were there to give it. Once again, thank you all – and thank you for making me even prouder of being a travel agent. 2 1 WORLDCHOICE INSIGHT 2 3 Worldchoice INSIGHT Newsletter Issue 0Issue2_b.indd 2-3 4 5 6 7 8 SUMMER 2009 TELETICKET: WE LIKE TO SAY NO! NO SUPPLEMENTS. NO ADMIN FEE FOR NAME CHANGES OUTSIDE FOUR WEEKS OF DEPARTURE. NO ADMIN FEE FOR CHANGES OUTSIDES EIGHT WEEKS OF DEPARTURE. NO ONLINE DISCOUNTING. NO DIRECT DISCOUNTING. NO BAGGAGE CHARGES. NO TOD CHARGES. NO FUEL CHARGES. NO REGIONAL FLIGHT SUPPLEMENT ON HOLIDAYS. THESE ARE JUST SOME of the advantages that Teleticket Flights & Holidays like to offer our agents! Teleticket Flights are one of the UK’s leading flight only specialists, and have recently expanded our business by launching Teleticket Holidays. Teleticket have been in business for more than 10 years and pride ourselves in offering competitively priced flights and holidays to more than 40 destinations from 20 airports across the UK. Our UK departure airports include Gatwick, Manchester, Newcastle, Belfast, Glasgow, Edinburgh, Aberdeen, Leeds Bradford, Bournemouth and Blackpool, and from these we offer flights to popular ‘sunshine favourites’ such as Tenerife, Gran Canaria, Lanzarote, Cyprus, Corfu, Rhodes, Sharm el Sheikh, Crete, Hurghada, Alicante, Palma and Turkey. Working from our offices in central Brighton, Teleticket’s key aim is to supply agents and clients with a flexible and competitive priced option for both flightonly and package holidays. With the trade as our main focus, Teleticket have introduced an Agents Charter, which demonstrates our commitment to supporting our agents. The Agents Charter is a detailed list of special services and guarantees that Teleticket offer to all agents. In addition to those listed above, we also offer commission, e-mail all documents, offer all-inclusive prices and do not direct discount. These extras ensure that agents find booking with Teleticket as easy as possible. For further details of all Teletickets routes, holiday destinations and prices, why not check our website – www.teletickettravel.com. The website is agent friendly and enables you to log in as an agent, and book a flight or holiday in just 3 clicks! If you do not already have an account open with Teleticket, and wish to do so, you can also download the account nt application forms from here. If you want more information on Teleticket Flights & Holidays, or want a copy of our agent’s charters – just drop op p us e-mail or give us a call! Hannah@ teletickettravel.com / 01273 878 300. GET IN CONTACT: Call us: 01273 878 300 Web: www.teletickettravel.com INTRODUCING CRYSTAL CRUISES THE DIFFERENCE IS CRYSTAL CLEAR IMAGINE A WORLD-CLASS RESORT with a view that changed every morning, fine dining in the most exquisite of international restaurants, outstanding first class service delivered effortlessly, elegant and sumptuous accommodation with the finest linens and finish. Welcome to Crystal Symphony and Crystal Serenity – the epitome of luxury at sea. Voted the World’s Best for 15 years, the Crystal Cruises fleet offers guests an intimate, luxurious experience combined with all the action, adventure and facilities of a larger ship. ACTIVE – If your clients are looking for something more body and mind therapy the Feng Shui-inspired Crystal Spa has an exotic Elemis Spa Therapy menu. Dedicated golfers need not rest, they can improve their swing onboard with expert instruction from Crystal Cruises own certified PGA golf pros, with golf nets and putting greens. They can walk a mile on the broad teak promenade deck, train alongside a personal fitness instructor or enjoy a pilates or yoga class in the state of the art fitness centre. THE ARTS – If the arts are more their thing then Crystal Cruises Creative Learning Institute, created around the key pillars of Arts and Entertainment, Business and Technology, Lifestyle, Wellness and Wine & Food, is the perfect place to develop skills and discover new ones! Learn to speak a language with Berlitz, play the piano with Yamaha, tantalise your taste buds on a wine tasting course or attend a stimulating series of lectures with expert guest speakers from around the globe. ENTERTAINMENT – A lavish and diverse entertainment programme awaits each evening; choose to have a flutter in the Crystal Casino, take in an extravagant Broadway style show, dance the night away to the sounds of big band swing, enjoy Pulse the onboard nightclub, or simply catch a new release movie in the Dolby-equipped cinema. CULINARY DELIGHTS – For many, the highlight of a Crystal Cruise is the fabulous food… European cuisine in the Crystal Dining Room, with regional specialities inspired by the ports of call. Northern Italian dishes and an original menu created by the Best Young Chefs of Italy in Prego, and the best of new Asian dishes at the “Silk Road” and the Sushi Bar reveal the influences of world-renowned chef Nobu Matsuhisa. Add to this the Junior Activities programme for children aged 17 and under (Crystal being one of the few luxury cruise lines to welcome and accommodate children), shore excursions which include glacier trekking and winetasting and some 63 different itineraries visiting 168 ports throughout the world and it is understandable why Crystal guests return again and again. And now is the ideal time to introduce your clients to Crystal with some amazing promotions; • Complimentary flights on a selection of European sailings this summer • ‘All Inclusive. As You Wish’ with up to $2,000 per couple onboard spending credit on a selection of 2009 voyages and ALL 2010 voyages. Choose to enjoy Vintage Wines, exhilarating Shore Excursions, an indulgent Spa Treatment, a luxurious memento from the onboard Boutique, a favourite pre-dinner Cocktail…the choice is yours. And as a reward for you if you make just 3 Crystal cruise bookings on applicable sailings, you and your partner can sail free. If you would like to know more about Crystal and how we can help you find Crystal clients in your area, please call Agency Sales on 020 7287 9060 or email [email protected] or log on to www.crystalcruises.co.uk GET IN CONTACT: Call us: 020 7287 9060 Web: www.crystalcruises.co.uk WORLDCHOICE INSIGHT 1 2 3 3 4 5 6 7 8 10/7/09 10:16:06 SUMMER 2009 RIGHT HERE, FOR THE VERY FIRST TIME, members of the Travel Trust Association and Worldchoice, and their business partners will have the opportunity to come together to network, build relationships and focus on the shared objectives of both groups. Come to meet your business partners, hear some inspiring speakers, and find out more of the plans that TTA and Worldchoice have for the future. You will also benefit from practical workshops, speeddating with suppliers and a glittering Gala Dinner at which we will recognise your top suppliers. The cost of attending for TTA and Worldchoice members is only £75 + VAT. Overnight accommodation is available at the Sheraton Skyline from £65 + VAT. HEAR TOP SPEAKERS Gerald Ratner will tell us how he took over the family jewellery chain in the mid 80s, becoming one of Britain’s best known businessmen and then lost it ALL! He made a public gaffe by describing his products as “crap”. Gerald was forced to sell the business and had two years with no work. Eventually picked himself up and clawed his way back – first with a health club then with geraldonline. The Internet jewellery business is now the largest in its sector. We will hear his strategy for success. Steve McDermott was voted 21& NOVEMBER TTA WORLDCHOICE ANNUAL CONFERENCE – SHERATON SKYLINE HOTEL, HEATHROW Motivational Speaker of the year in 2007 by more than 200 corporate companies. Steve’s book “How to be a complete and utter failure in life, work and everything” is a best seller. He is highly motivational, memorable, energetic and charismatic. Richard Newman is a man who can help you to have more presence, authority and charisma in the key moments of your business. If you want to sell more, present with confidence or simply be more persuasive this session is a must. There are key moments of business when your personal impact makes all the difference. This session is especially useful for getting better results from networking, presentations, sales & negotiations. These skills ensure you will excel when you need to. Richard is an expert on body language and will teach you to identify the signs that show someone is lying! LEARN NEW IDEAS We will present a range of workshops that will help you do more business – and better! Here are just two examples. For cruise Most of Day 2 has been set aside for networking. This is an opportunity to meet Business Partners and discuss deals for 2010. Set in the unique Sky Garden, the opportunities for meetings are endless. DON’T MISS OUT – RESERVE YOUR PLACE TODAY SPEAKERS GERALD RATNER STEVE McDERMOTT RICHARD NEWMAN 4 1 WORLDCHOICE INSIGHT 2 3 Worldchoice INSIGHT Newsletter Issue 0Issue2_b.indd 4-5 4 5 6 7 8 SUMMER 2009 , RIGHT NOW! &22 enthusiasts there will be the Cruise Club Conference and for those interested in responsible tourism we will hear from renowned expert Justin Francis of responsibletravel.com who will explain how your business can be green AND profitable. MEET PEOPLE Most of Day 2 has been set aside for networking. This is an opportunity to meet Business Partners and discuss deals DELEGATES WILL BENEFIT FROM ENTERTAINING AND INFORMATIVE SPEAKERS, PRACTICAL WORKSHOPS, NETWORKING WITH SUPPLIERS AND A GLITTERING GALA DINNER for 2010. Set in the unique Sky Garden, the opportunities for meetings are endless. GALA DINNER AND BLUEYS Enjoy a fabulous themed Gala Dinner combined with a glittering awards ceremony to celebrate our members’ favourite suppliers. And finish the night off by getting into the rhythm with a great dance band. SHERATON SKYLINE HOTEL Accommodation from £65 plus VAT per night (not included in Conference fee) Enjoy one of the best UK conference hotels with an indoor heated swimming pool and fitness centre. And for those who want to work, work, work, there is high speed internet access from your room or the public areas. We have reserved an allocation of 220 rooms for TTA Worldchoice delegates. Rooms are also available at the Renaissance Heathrow – a short walk from the Sheraton Skyline. Book your accommodation directly on the dedicated website page for the TTA Worldchoice Conference at: http://tinyurl.com/ttaworldchoiceconf HOW TO REGISTER You will be receiving the Conference Brochure with this newsletter. Please fill in the form and post to: TTA Worldchoice Conference Worldchoice UK Ltd, Worldchoice House, Minerva Business Park, Lynch Wood, Peterborough PE2 6FT The conference is limited to 400 places – so don’t delay. WORLDCHOICE INSIGHT 1 2 5 3 4 5 6 7 8 10/7/09 10:16:35 SUMMER 2009 MAJOR TRAVEL – BUSINESS BEFORE PLEASURE IN THE SPRING EDITION OF INSIGHT WE OFFERED £150 WORTH OF REAL STORE VOUCHERS TO OUR TOP PRODUCING ‘NEW’ AGENT FROM TTA & WORLDCHOICE WE ARE DELIGHTED to announce that the vouchers have been won by TTA member, WORLD OF TRANSPORT TRAVEL. So a big ‘Thank You’ to Paul over in Twickenham, for an exceptional effort! In fact as well as showing our appreciation to Paul, we also owe a huge thank you to the other 60 plus agents who came on-line during the period. So much so, that we will be repeating the incentive for this issue. If you would like to participate just make as many bookings as you can from now until 31st July – and we’ll announce the winner in August – SO COME ON WORLDCHOICE… Now for the pleasure… One of the biggest buzzes we get at Major is to bring you a constant flow of offers & information that we hope helps you to increase and improve your business. If you do not receive our regular emails just call us and we will add you to our list. This time we have three new airline and three new hotel partners for you to consider. The Airlines are: Air Tahiti Nui, (no clues as to where they fly), Lan Airlines and Kingfisher. Kingfisher (IT) operate directly from the UK with a daily service from Heathrow to Mumbai and Bangalore both operated by A330 aircraft. This award winning airline has over 50 Indian domestic destinations on offer and Major has fares to every one of them. Lan Airlines (LA) operates from Madrid and Major offer connecting flights with Iberia and British Airways. Flights operate to Santiago (SCL), Chile using A340 equipment. Air Tahiti Nui (TN) operate flights from Paris CDG (via LAX) using A340 aircraft to Papeete. Major offer connections from LHR and MAN with Air France via CDG, GET IN CONTACT: Call us: 08000 355 680 Web: www.majorweb.co.uk or Virgin & American via Los Angeles. The three new properties, one in Las Vegas and two in New York, described as ‘boutique’ hotels, and are well worth considering if you need something different yet inexpensive. The Platinum Hotel & Spa, Las Vegas (5-star) is an all-suite-property just off the Strip, and is the ONLY non-gaming and non-smoking hotel in Vegas. It has over 250 one and two bedroom suites, each one has a gourmet kitchen, living room with plasma screen TV, Bose wave radios, plus a whirlpool bathtub and private balcony. Prices start from an incredible £90 PRPN for a one bedroom suite including breakfast and 10% commission… The two New York properties are located on Manhattan, in Midtown and Tribeca respectively. The 373 Hotel (3-star) on Fifth Avenue has seventy guest rooms each with a marble bathroom, flatscreen LCD TV, iPOD docks and other amenities. The 373 offers excellent value with prices starting from £130 PRPN with 10% commission included. The Duane Street Hotel (4-star) is located in the Tribeca district of Lower Manhattan, and was voted in 2008 as one of the “Top New Hotels in the World” by Conde Nast Traveler. Prices start from £180 PRPN with 10% commission included – it’s exceptional value. holiday autos guide to driving sales HOLIDAY AUTOS HAS OVER 20 YEARS EXPERIENCE IN THE CAR HIRE INDUSTRY, AND BECAUSE WE HAVE BEEN AROUND SO LONG, WE WANT TO SHARE SOME OF THAT KNOWLEDGE WITH YOU TO HELP YOU WHEN SELLING CAR HIRE TO YOUR CUSTOMERS THIS SUMMER... • Why not include the cost of car rental in all package holiday/flight quotes that you issue? • Tell your customers that pre-booking car rental takes the hassle out of trying to book at the destination. • Pre-booking means competitive prices, with none of those “hidden” extras, which may be experienced when booking locally. • Sell car rental against the cost of excursions, for full holiday flexibility to the customer. • Is your customer intending to take taxi transfers? Price up the car rental option instead. You’ll be amazed at the price savings made over the duration of their stay and the flexibility they experience. • This summer there are availability issues in some of the key resorts because of the current economic climate. Less new cars are being purchased by car rental suppliers, meaning fewer new cars available to your customers so encourage them to book as early as possible. • Book your customers car hire when they book their holiday to ensure there is still plenty of availability and prices are low. Booking their car hire at the last minute during the summer holidays or peak winter ski season is likely to be more expensive. • Don’t be put off by the customer intending to laze on the beach every day. Car rental will mean they can visit more beach locations, whilst seeing more of the area they are in. • Booking car hire through the tour operator is usually more expensive – especially in Florida. • Leave yourself an option. If the customer does not want the 7-day price you’ve issued, offer them a 3-day price as an alternative. • Talk to your customer about the benefits of taking advantage of holiday autos Damage Excess Waiver products – which cover the excess payable in the event of an accident. Our basic cover is Standard Damage Excess Waiver, but to protect them even further we have the comprehensive Total Damage Excess Waiver. • Encourage your customers to purchase holiday autos cancellation protection, this enables customers to cancel for whatever reason and not incur any additional charges, from just 79p a day. • Always ask your customer what they intend to do whilst they are on holiday. It’s a great way to start a car rental conversation. • Remember, you have the privilege of helping to create a great customer experience. You can do this by giving your customer all the freedom & flexibility they need to get where they want and when they want at their destination – to do that sell them car hire. That way you will have happy customers who keep coming back to you! • Remember – more car rental bookings = more revenue for you! We hope that by passing on this advice it helps you to pro-actively sell car hire to your customers. With holiday autos, you and your customer can have complete reassurance that you are booking with a company who have extensive experience. If you have a query about a booking or would like to speak to us about how we can support you further and grow your car rental business through our various pricing, commission structures and online solutions, you can contact Sales Support on 0871 4725201 or email [email protected]. We look forward to hearing from you and helping you out. GET IN CONTACT – Trade Sales Call us: 0871 472 5201 Email us: [email protected] Web: www.trade.holidayautos.co.uk 6 1 WORLDCHOICE INSIGHT 2 3 Worldchoice INSIGHT Newsletter Issue 0Issue2_b.indd 6-7 4 5 6 7 8 SUMMER 2009 TTA WORLDCHOICE GOLF DAY 2 1 3 7 6 4 5 10 8 9 MEMBERS AND STAFF of TTA and Worldchoice enjoyed a great day of golf and entertainment at the Manor of Groves in Hertfordshire on 1 July. The weather was fantastic and a great day was had by all. Our grateful thanks go to the event sponsors: Affordable Car Hire, Holidaytaxis, Insure For Travel, JTA Travel Group, Meteor Meet & Greet, Travelport, Uniglobe and Virgin Atlantic. 1 From left to right: Tony Barr, Par Avion; Russell Parr, HolidayTaxis; Peter Haywood, Golf Ski Spain; Greg Garner, Orbital Travel 2 From left to right: David Bevan, CT Business Travel; Kaan Donmez, Living Holidays; Vicki Wall, Uniglobe; Teresa Marie, Waltham Abbey Travel 3 From left to right: John Dawling, Dawling Travel; Doug Lavis, Travel Beyond; Helen Barr, Par Avion; Jo Allen; Affordable Car Hire 4 From left to right: Jason Nangle, JTA; David Coates, Gem Travel; Robert Oppenheimer, AV8 Tours; Colin Eley, Imperial Tours 5 From left to right: Sergio Pia, Insure for Travel; Gary Hogg, Global Maritime; Peter O’Reilly, Supersonic Travel; Tom Dunkley, Online Travel Insurance Lewis, TTA; Chris Photi, White Hart Associates; James Moore, Affordable Car Hire 6 From left to right: Kevan Godfrey, Meteor Meet & Greet; Mark Anglim, Meteor Meet & Greet; Chris Bailey, Bailey Travel; Joel Criddle, Dave Criddle Travel; Brodie Branch, Meteor Meet & Greet 9 From left to right: Paul Stanyer, HolidayTaxis; Greg Mould, Premier Travel; Annette Ross, Travel Stop; Bill Pickering, Worldchoice 10 From left to right: Roger Loveday, TTA; Mike Waddelove, RBS; Matt Skilton, TTA; Steve Clark, TTA 7 From left to right: Ian Prior, Westway Travel; Julie Brooker, Virgin Atlantic; Andy O’Brian, Virgin Atlantic; Paul Thomas, Rendezvous Travel 11 From left to right: Kay Stevens, Stevens Travel Solutions; Malcolm Byrne, TTA; Mark Stallwood, Nomadic Expeditions; Mark Caldicott, White Hart Associates 8 From left to right: Ian Hobbs, Nomadic Expeditions; Gary WED JULY 1ST 2009 11 WORLDCHOICE INSIGHT 1 2 7 3 4 5 6 7 8 10/7/09 10:16:50 SUMMER 2009 SPOTLIGHT ON...HELEN TALBOT INFO IN EVERY ISSUE WE WILL PUT THE SPOTLIGHT ON SOMEONE MEONE IN THE Five Fast Facts WORLDCHOICE TEAM AM AND REVEAL WHAT on Helen Talbot THEY DO AND HOW W THEY GOT HERE • She only worked in travel as a summer job before joining Naval Officer Training College, but never left! • She has three children aged 12, 8 and 5, and her husband works in the Prison Service • She was once a competition ice dancer • She was a part-time dancer and model whilst working for Thomas Cook. • She danced on a Prodigy video in the 1990s IN 1991 HELEN JOINED Thomas Cook ok as a Travel Consultant, later specialising in business travel and air fares. She became a Business Travel Account Manager looking after the needs of IBM on the south coast. After this she became a Worldwide Network ork Franchise Analyst, later moving up to manage the team. In 2000 Helen elen joined Fred Olsen Cruise Lines working on sales and business development. elopment. Finally in 2002 she joined Worldchoice as Commercial Manager. After a while Helen was promoted romoted to the position of Head of Sales and Marketing. Currently she oversees all of those aspects in her role as Commercial Director. Helen recently became Helen Dooley. ey. However she confesses that the old name sticks like glue – so Helen Talbot it is (at work!). PROFIT KUONI BRINGS REWARDS FOR MEMBERS WORLDCHOICE HAS been working on a trial with Kuoni in which eight selected members participated in additional activity which included a heavy brand presence in their windows, backed up with product exclusives and enhancements. Amanda Norey, Kuoni’s Distribution Sales Manager said: “The trial we have undertaken with Worldchoice proves that there is a great opportunity for us to distribute product through independent agencies, combining the strength of the Kuoni brand with the quality, service and LIVERPOOL TRAVEL AGENT SCOOPS TOP UK TOURISM AWARD WORLDCHOICE TRAVEL AGENCY Barnes Travel of Walton, Liverpool has scooped a top prize at the UK’s Little Brit Awards. The agency was recognised for its outstanding record in promoting UK holidays by coach and was presented at a glittering awards evening at Nidd Hall in North Yorkshire. Managing Director of Barnes Travel, Robert Saunderson was delighted with the recognition. He said “Our customers really take advantage of the great value that UK holidays can provide, and we send customers on coach holidays to many places from Devon to Dornoch. And with long hot summer days, who can blame them?” Robert has worked for the Barnes family (the original owners) for over 30 years. Last year Robert and his wife Pauline took over the business following the retirement of the original owner. Based in County Road, Walton, the company employs seven staff. national distribution opportunities that Worldchoice can offer”. Worldchoice Commercial Director, Helen Talbot said: “We put this in place in May and it has resulted a 41% increase over just a four week period (year on year). One particular Worldchoice member benefited from an 84.86% increase in their figures for the year to date, and an amazing 473% increase in just the last 4 weeks.” WORLDCHOICE INSIGHT 8 1 2 3 Worldchoice INSIGHT Newsletter Issue 0Issue2_b.indd 8 4 5 6 7 8 10/7/09 10:18:06