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MESSAGE FROM THE PRESIDENT As I sit down and begin to write my last message as President of MPI New Jersey, so many different emotions come pouring out. Some days it seems like I just started, other days it feels like I’ve been at this for 5 years! I am sad to be leaving this amazing role, but delighted to be moving on to a 1-year term as IPP. Although I serve on the BOD for one more year and still have some key responsibilities such as the Chair of the Nominations Committee for next year, it is going to be a very strange feeling not being at the helm to steer the boat. Having served as a 2-year President for this Chapter, it was a very special term for me. As I think about what special message I can impart to you, our members and friends, my President’s messages have all had the theme of hospitality and adoration for each other, taking time to savor the moments, giving back to the chapter, community, and industry, and most of all – HAVING FUN! I have had great loss in the past year. One of the things that I have really gotten out of that loss is that I have so many friends and colleagues in this industry, or as I like to say “In the Biz”. I could not have gotten through the last two years without all of my mentors, colleagues who served with me on the Board, volunteers, members, and our trusted and valued sponsors, vendors, and employees! Thank you all for a job well done, for helping me keep this ship not only afloat, but thriving, growing, and trying to find my legacy. I think every President enters into their year thinking about these grandiose ideas, ideas of a huge legacy and what will I leave behind – well for me some days I was just happy that the ship didn’t sink! With a great Board and members, our chapter sailed forward and proud! Some days I reflect on great ideas, changes to so many areas for our chapter in finance, membership, and communications. Plus, volunteer involvement has increased, sponsorships are up, great attendance at our educational meetings, and we have developed some great partners with other industry associations. All of this is in no way due to my term, but having the right
team in the right place at the right time has made all this possible! Over the next two months, I want to keep the momentum going as there is continued work to be done. We have educational programs to run, chapter strategies to plan for the next 18 months during the Board Retreat, our exciting Golf Tournament in June, the 2016 WEC to attend and make our mark within our State, and prepare for the next MPI-NJ Board and new leadership. I continue to encourage you to serve, volunteer, give back and get out what you put in!! There are so many exciting things going on – it is a great time to be part of such a great organization! As I look forward to someday taking off my Madam President Crown (I don’t ever actually remember getting one, but I’ll imagine that it’s there!) and taking a long-deserved rest, please know that every minute of every day I have served has been an honor. I have grown both in my leadership skills, negotiating skills, and toned down my controlling, type-A personality as is so common for us “In the Biz”. And, I have learned how to relax, have a good time, and laugh and cry at the same time. Thank you all for a great run and looking forward to being a Past-President and most importantly again - a Member. In two months I will pass the helm (or my imaginary crown) to Kellie Cahill, CMP and wish her all the best in her new role as President of MPI-NJ. I look forward to a great WEC and seeing so many of you there on the National Stage watching our chapter shine!! Pam
PamWynne, HMCC, CMM, CMP MPI NJ Chapter President - 2015-2016
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WHO DO YOU CALL WHEN YOU NEED RELIABLE AND UNIQUE TRANSPORTATION… MPI-NJ TRANSPORTATION SUPPLIER MEMBERS! Having solid relationships with all your suppliers is so important. When I think of suppliers, I automatically think of hotels. However, our MPI-NJ supplier network includes a large variety of suppliers. In this issue, we want to provide Meeting Planners the opportunity to meet some of our transportation supplier members who can help you with your transportation needs. Whether your transportation requirements are for groups, individuals or high end luxury vehicles, our MPINJ Transportation Suppliers are delighted to work with you.
Let’s meet them in alphabetic order… A1 Limousine Inc. We are a transportation company, not a limousine or black car service, with a fleet of over 220 vehicles. For groups, our customers provide a manifest and we will group (at no charge) arrivals to minimize costs. For example, cost to Princeton from Newark Airport as could be as low as $12.00 per person, all-inclusive. Because of our size, we are usually able to accommodate even last minute unexpected needs. Our systems work with literally all-booking tools, but we welcome direct contact with our bookers. We are opened 24 hours a day, 7 days per week, 365 days per year. Our customers are never pushed to an automatic reservation unless they want to be. We have a CARES Department who is especially trained for group moves, an Account Rep who ensures that a company’s account is properly set up to accommodate their requirements, and a Customer Relations Department to address issues isolated by our customers that require immediate solutions. Our entire staff has been aligned to provide safe, on time service at the best price possible. Contact: A-1 Limousine Basil Giletto bgiletto@a1limo.com 609-919-2035
to go above and beyond what is expected and to build relationships that will last a lifetime. Our team strives to provide superior service and create an excellent customer experience. We are proud of the longevity of employees. Concorde goes above and beyond for our clients by being committed to providing the most comprehensive training for chauffeurs, 24 hour support with immediate response time, a meeting and conference department, and a network of premium partners. We provide a luxurious fleet and innovative technology that includes trip alerts, free mobile apps, and online reservations system. Concorde ensures that our client's corporate transportation always reflects first-class, superior service that leaves a lasting impression. Contact: Concorde Worldwide Jeff Bellagamba jeffb@concordeworldwide.com 732-577-0023
Partners Transportation We are not a big, but not a small company either. We know everyone of our clients and go the extra mile to give them a service that they will not get somewhere else. We don't see our clients as a customers we see them as an extension of our big family. We are engaged with them to provide a prompt reliable on time service so they can tell their friends and family members about us. We provide Luxury Ground Transportation Nationwide. Contact: Partners Transportation Oscar Garrido sales@partnerslimos.com 908-241-9600
The next time you have transportation needs, contact one of our transportation supplier members. Concorde Worldwide In the transportation industry, we all have one thing in common...vehicles. Our competitive advantage is our people. We believe in creating an environment where the employees enjoy coming to work and take pride in what they do. Through Concorde's on-going training process, they learn the importance of being customer-focused. That in turn reflects upon the value of service they provide the client to meet every need. We empower them
Contributed by: Jennifer Sena SENA Sales and Marketing Founder & President jennifer@senaroi.com 201-344-8904
6 may/june 2016
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EVENT TECHNOLOGY TRE Sixteen years ago the words “Facebook” or “Twitter” did not exist. The thought of marketing an event on these social channels was unimaginable. The Apple App Store was launched in 2008. Prior to that, mobile applications were not on an event planner’s mind, nor was the thought of “going paperless” at events through the use of mobile event apps. Event management websites were non-existent until the early 2000’s. In fact, Eventbrite did not launch until 2006. The thought of online registration was an idea one could hope for. Looking back sixteen years, we’ve realized how far we have come and how seamless event technology has made the planning process. With the new use of technology, comes the task of adapting and embracing. It’s important to become familiar with up and coming trends and recognize that they are all designed for one reason— to create a flawless, yet exuberant attendee experience. Here are the five most prominent technology trends that we have spotted and expect to evolve within the upcoming years.
Mobile Payments Did you know that you can send payments to a friend or colleague using Facebook? Over a million stores accept Apple Pay and over two million people and businesses take Square for credit card payments. Mobile payments have made their way into mainstream commerce. How will mobile payments impact the meetings industry? For one, we predict that Apple Pay will be used much more frequently onsite, permitting attendees to leave their wallets, cash, credits cards and check books off the floor at a conference. While there are many independent payment tools entering the market, some event specific, it’s likely that the big tech players will make mobile payments mainstream in the near future.
Security In 2015 there were over 300 million records leaked and over $1 billion stolen through cyber attacks. Unfortunately, this is a reality of the world we live in, especially in the event world. As we know, technology is a way of life. As a planner, we put our attendees at risk when asking them to reveal credit card information and other personal details. While a number of registration sites are Payment Card Industry (PCI) Compliant, maintain a comprehensive
privacy program, encryption, and have an incident response plan in place, it is important to understand the security measures for each of these platforms and to keep information security at the top of mind. When dealing with technology vendors that handle personal and/or financial information, make sure to speak with them about their processes and procedures regarding security. This area is changing quickly and if you aren’t sure if you are compliant, consult with a cybersecurity expert’s opinion.
Application Integration Applications are shifting from being singlefocused to highly integrated with one another. For instance, Eventbrite has integrated with the email marketing platform, Mailchimp, and Event Kingdom for designer online invitations. While this is a fundamental example, companies are beginning to collaborate to bring seamless experiences to their users. Products like Slack are bringing collaboration and social interaction together to create new product categories that thrive on efficiencies and easy exchange of information. While it may seem like you are using too many different programs today, you’ll see a lot of consolidation in the next 12 months.
DIY Live Streaming We have come a long way since ESPN was responsible for streaming the first live radio broadcast in September of 1995. We have come a lot further from last year when the concept of live streaming erupted at SXSW in March of 2015. Since then, live streaming has served as a resource for event planners to better promote their event. Blab was introduced in 2016 as a live streaming podcast tool offering ways for event marketers to get creative with live speaker interviews. Facebook Live was most recently introduced to all Facebook users and most recently launched to all Facebook Business pages, making it easy for organizations to stream a clip of an event, or interview, directly from their Facebook page. Brands are using live streaming apps, like Periscope, in creative ways. For example, corporate team-building company SongDivision used Periscope to bring event planners together from around the world to cocreate the Global Meetings Industry Day Anthem in a virtual environment. What’s next for live streaming? Well, there are talks of Google launching a competing platform called YouTube
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ENDS AND PREDICTIONS Connect, so we don’t expect the trend of live streaming going anywhere soon.
Beacons and Geolocation iOs Engineer Andrew Frederick says, “beacons and geofencing technologies compliment rather than conflict one another.” While geolocation is a virtual barrier, a beacon is a small transmitting device that communicates using Bluetooth Low Energy technology. Geolocation can develop a fence around the perimeter of a specific location, but it’s the beacon that can bring seamless check-ins, gamification, and personalized content to an event, ultimately growing the attendee experience. We see great opportunities for this trend and expect to see a lot of progression in this area. Challenges involving event marketing and event registration have shifted over time. At one time, you wondered how to effectively market your event and get in front of your target audience, but today you have the technologies to do so. With that said, you face challenges on using those technologies, figuring out the best social media strategies, and how to operate event registration tools. These tools will continue to change over time and it is up to you to adapt. In
2020, we will be looking at trends such as live streaming, mobile payments and beacons, wondering how we ever lived without them. We’d like to hear your stories on how these trends have impacted your event. What trends are you anticipating growing? What challenges do you see? How can you work with these trends rather than against them? Please send your technology stories, technology trend predictions and comments to engage@sevendegreescommunications.com.
Co-Authored and Contributed by Seven Degrees Communications Jessica L. Levin, President and Chief Connector Stacy Hanas, Communications Coordinator www.sevendegreescommunications.com
8 may/june 2016
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HOTEL INDUSTRY TRENDS: PAST PERFO Key performance indicators for the U.S. hotel industry reached record highs in 2015, according to STR. This is good news for the meetings market as both overall room demand and group room demand are up in 2015 when compared to 2014. New Jersey’s performance generally mirrored the U.S. Compared to the U.S., New Jersey state-wide occupancy was higher and ADR was lower, netting an almost equal increase in RevPAR.
2015 US % change New Jersey % change Room Demand 2.9 1.1 Occupancy 65.5% 1.7 63.1% 3.7 ADR $120 4.4 $118 2.1 RevPAR $79 6.3 $75 5.9 Meeting planners today are more demanding than they were just a few years ago. Improvements in the economy, transparency of information on the internet and renovations completed in cities throughout the country have raised the bar for what meeting planners expect from meeting sites. This has implications for hotels, destinations, convention centers and anyone competing for meeting business. Convenience and cost reign supreme as the major considerations that impact a meeting planner’s decision to select a meeting site, according to research recently conducted by STR. Also critical to meeting planners are more subjective characteristics of a meeting site such as attractiveness and cleanliness. On the convenience side, easy to get to, convenient airline service and available hotel rooms are considerations that the majority of meeting planners consider to be very important. Each of these considerations has increased in importance over the past two years. As life in general (and travel specifically) becomes more complicated, meeting planners seek a “no hassle” experience for their clients. Making access to all components of a meeting as streamlined as possible is critical and becoming even more so. Of specific note is the increase in the importance of hotel room availability at a time when hotel supply on a national level, particularly in the higher chain scales, is somewhat muted. While the economy is improving, the lessons learned from the recent recession are still fresh in everyone’s memories. Food and lodging costs, good value and travel costs to destination are rated “highly important” by the majority of meeting planners. The increasing importance of these criteria indicates continued sensitivity to costs. Interestingly, travel costs to get to a destination, while considered “highly
important,” have decreased slightly in importance to meeting planners in recent years. Meeting planners may be resigned to paying what they have to pay to get to a destination in hopes of making up some of the cost by finding savings in food and lodging once they are at the destination. Lastly, contrary to the old adage “don’t judge a book by its cover,” attractiveness and cleanliness of a meeting destination is important to meeting planners. While it is slightly less important compared to convenience and cost, it is certainly not something to dismiss. Both of these considerations have increased significantly in importance to meeting planners since 2013 and even more so when comparing further back to 2009 (when the economy was struggling). While the economy remains strong, meeting planners have the luxury to make site selection decisions based on criteria beyond just convenience and cost, so it is critical for a meeting site destination to “keep up appearances.”
Equally or even more important to understand about meeting site decisions is where the “pain points” are for meeting planners. Numerous research studies have shown that the decision-making process begins with the elimination or avoidance of negative considerations and then moves on to seeking out the positive elements that lead to making a decision. A successful destination must first get past what deters a meeting planner from selecting a meeting site in the first place. Both environmental and cost considerations impact meeting planners. The meeting site has to be clean, safe and affordable as evidenced by the facts on the next page:
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ORMANCE AND FUTURE FUNDAMENTALS For more specific insights into the nature of the meetings market, the performance of specific meetings in a destination and the preferences of meeting planners, please contact: destin@str.com. Contributed by: Chris Klauda Director, Destination Research – STR cklauda@str.com
Moving forward, meeting planners will definitely demand more of meetings sites in terms of cost, convenience and cleanliness. DestinationMAP (Meeting Planner Assessment) is a comprehensive study of meeting planners and the meetings market in North America. The report provides a detailed description of meeting planners’ preferences and their perceptions of 40 North American markets. DestinationMAP is in its 16th edition, which allows for trend analysis of the issues most important to meeting planners in site selection.
Chris joined STR as the company’s first director of destination research. She leads the research and analytic efforts for STR’s destination clients in addition to supporting the sales efforts of the company’s business development team. Her team recently completed STR’s DestinationMAP (Meeting Assessment Planner), a study of meeting planners and their impressions of 40 top meeting destinations. Chris is often called upon to present at travel industry conferences and as a guest lecturer at various universities. About STR STR provides clients from multiple market sectors with premium, global data benchmarking, analytics and marketplace insights. Founded in 1985, STR maintains a presence in 10 countries around the world with a corporate North American headquarters in Hendersonville, Tennessee, and an international headquarters in London, England. For more information, please visit str.com.
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10 may/june 2016
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MPI-NJ’S INAUGURAL CMP/CMM RECOGN Deborah told a story about a 70 year old woman who went back to college to pursue her education after raising her family. The story was heartwarming and some tears even filled the room as we discovered the woman Deborah described was her own Mother! Deborah also provided an interactive experience having us swim across the room. Plus, she passed around a mystery envelope to see who would open it or who would pass it on. Since we were not sure what was in the envelope, it was passed around 1 ½ times until Saira Banu Kianes, CMP opened it up to discover $50! MPI-NJ held our Inaugural CMP/CMM Recognition Luncheon on April 28th at the beautiful and historic Bernards Inn located in Bernardsville, NJ. With over 100 years of gracious hospitality, the Bernards Inn has a goal to exceed the expectations of their guests, and this was definitely the case for our Luncheon. Guests raved about the presentation of the delicious kale salad, roast chicken, and how about that vegetarian option! Deborah Gardener's "Reach for your Wall" inspired our CMP/CMM guests to continue on with the pursuit of their goals and to reach their Wall. At one point,
Our first CMP/CMM luncheon was a huge success thanks to our generous sponsors! The Membership Committee and guests would like to extend our gratitude to Jessica Quesada - Bernards Inn, Anthony Gerardi - Partners in Sound Productions, Rochelle Moneta - LeRoe Promotional Marketing, and Amber LaFrance - Amber LaFrance Photography. Contributed by: Alyssa Lippincott, CHSP Manager, Hotel Sales Sands Bethlehem
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NITION LUNCHEON WAS A HUGE SUCCESS!
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LET’S MEET IN ATLANTIC When it is summertime in New Jersey, it’s time to go “Down the Shore” and that is exactly where Meeting Professionals from around the globe will be June 1114, 2016! Atlantic City is the perfect location for the WEC offering fun in the sun and sand!
Although the evening networking events are off the hook this year, there is no overshadowing the education line up. Flash Point Idea Assembly has some powerful speakers that I am anxious to see and learn from.
MPI’s WEC 2016 will include outstanding educational sessions and speakers, fabulous networking opportunities, exciting activities, entertainment, and much more. MPI-NJ President, Pam Wynne, HMCC, CMM, CMP is looking forward to the WEC. Click the button to the left to see what Pam has to say. I had a chance to speak with Tanya Curran, National Account Manager, Meet AC. CM: Tanya, what are you looking forward to at the WEC and what updates can you share? Tanya Curran National Account Director Meet AC tcurran@meetinac.com TC: I can’t wait to share Atlantic City with the attendees of MPI’s WEC 2016! We have been working hard with the staff at MPI and Harrah’s Atlantic City to create an awesome Conference. I personally can’t wait for June 11th and the Opening Night Celebration, which is going to set the stage for the rest of the WEC. Taking place on the beach, you will be able to walk in the sand & dip your feet into the water while sampling cuisine from some of Atlantic City’s iconic restaurants. Also, there will be a new host for this year’s WEC – New Jersey’s own Dena Blizzard. She’s a stand-up comedian (and former Miss New Jersey) who just opened her own off-Broadway show. Dena is definitely going to bring a New Jersey flair to the Conference. This year’s Rendezvous is going to be extraordinary featuring TRAIN! Watching them perform “Hey, Soul Sister” & “Drops of Jupiter (Tell Me)” in the new nightclub WAV located on the end of The Playground Pier is a must do for WEC 2016. So be sure to get your ticket for Rendezvous before they sell out.
Susan Cain is speaking on “The Quiet Revolution: Changing How We Work, Lead, and Innovate”. She’s going to share how introverts think and work and why they are crucial to today’s organizations. What an interesting topic! Another Flashpoint I am really looking forward to is Shiza Shahid who was inspired by Malala Yousafzai’s story and worked with Malala and her family to help children all around the world. Her message is sure to be very powerful. CM: Thanks, Tanya. At an event this size, volunteers are always needed to help with the many activities happening each day. Michael Shannon, CMP, Business Events Canada, is representing MPI-NJ as the liaison with the WEC Engagement Committee. CM: Michael, how will volunteers be utilized throughout the event and how can others sign up to help? Michael Shannon, CMP Business Events Canada
Shannon.Michael@destinationcanada.com MS: Currently, we’ve had a wonderful response from our chapter members who want to get engaged in the event and solidify New Jersey’s presence in our state at the WEC. Our chapter volunteers have
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CITY AT THE 2016 WEC! stepped up to lead activities in the Big East Chapter Reception, which will be held on Sunday evening, June 12, 2016 at Resorts in Atlantic City. In addition, our volunteers have stepped up with helping New Jersey Members stand out and be visible with our own personalized “branding”. We can’t wait to share this with our chapter members and have everyone recognize New Jersey with our presence in Atlantic City.
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WEC SCHOLARSHIP WINNERS The Scholarships and Awards Committee would like to congratulate the following members who will be receiving Scholarships to attend WEC 2016! Bruce Boillotat, BEARING - Supplier Scholarship Winner Randy Misko, Shawnee Inn - Supplier Scholarship Winner Naz Cuozzo, APA Hotel Woodbridge - Supplier Scholarship Winner Health Kelts, Quintiles - Planner Scholarship Winner
Finally, our members have been stepping up to act as ambassadors and serve on the Host Committee within the conference parameters. We welcome and encourage others to do so as well. You should be registered to attend the conference if you want to gain entry to sessions and networking, but need not be registered to volunteer. You just won’t have access to the wonderful opportunities to gain valuable knowledge and peer to peer networking that will take place. To volunteer to support the programming, go to: http://www.signupgenius.com/go/30e0b44aaab 22a3fd0-mpi2016 CM: Thanks, Michael to you and your committee for getting the volunteers organized and ready to go! For more information about the 2016 WEC and to register, go to: http://www.mpiweb.org/Events/WEC2016/Program/Program-at-a-Glance
Gregory Butler, Greenest Meetings - Planner Scholarship Winner Cece Peabody, The Peabody Group/Brookdale Planner Scholarship Winner
CLOUD TECHNOLOGIES The Sky is the Limit Tech expert and World Education Congress presenter Jeff Rasco discusses cloud computing and its role in the meetings universe. By Blair Potter Jeff Rasco, CMP (MPI Texas Hill Country Chapter), is the founder and Photo by Jeff Loy CEO of Attendee Management Inc. and has more than 30 years of experience as a meeting and event manager. We spoke with him in advance of his World Education Congress (WEC) session about cloud computing and how it can help you effectively manage meetings and events.
What is cloud computing? MPI-NJ and I look forward to meeting and greeting MPI members and industry professionals from around the world! See you in Atlantic City! Contributed by: Carol Malinky, CMP Editor, OnSite MPI-NJ
The cloud is like Oz. It's this mystical, magical place in the minds of many people, including meeting professionals. But when you look behind the curtain, it loses a bit of its charm. Cloud computing is simply an Internet-based system of computing where the resources, data and processing power are shared by all users. In a way, it is like lease vs. buy—instead of purchasing software to run on your computer or network to provide the functions you need, you link out to some server, somewhere, for that functionality. You lose the requirement for maintenance, management and data storage, and gain the ability to do your work—or buy your stuff or play your games—from anywhere you have an Internet connection and a computing device. (Continued on Page 14)
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CLOUD TECHNOLOGIES (Continued from page 13) How much has cloud computing advanced in recent years? “Cloud computing” is nothing new. It sprang from computer timesharing in the 1990s, and as computers became more powerful, the Internet faster and storage cheaper—and more users came online— it made more and more sense to distribute software and processing over the Internet. The cost savings and efficiencies for software companies made it ever more appealing, and now you can barely find a software package that actually comes in a package. I think we can expect this trend to continue, and in a very few years most, if not all, applications will be delivered and served up in the cloud (or whatever we call it then).
How can meeting professionals get over their fears about the cloud? As a profession, we have to take a collective deep breath and accept that technology is going to continue to drive many of our actions. But as humans, we have the upper hand. By studying a little and understanding technological advances, and then carefully assessing how we can intelligently implement them for our best uses, we make applications work for us instead of us chasing rainbows. Let's face it, whether cloud-based or not, we are hit by gales of promises that this or that technology is going to change our lives. Welldefined needs and fully understood processes will always conquer technological confusion.
Are meeting professionals falling behind in effective cloud computing usage? Just as Toto pulled the curtain aside to expose the Wizard of Oz as a regular guy, we can reveal the real solutions and distinguish them from the apps du jour. We have a reputation as meeting professionals for being a bit behind the curve on tech usage, but I feel this is unfair. My experience shows we are always searching for the best solutions and doing our best to adopt the good ones. Sometimes, however, it is simply beyond our control. We want to move to cloud-based event management solutions, mobile applications and accounting systems, but our IT departments or CFOs just don't see it. These are tough, but winnable battles. A little research into efficiencies and savings of moving to the Cloud and a detailed report can win over the bean counters. IT will be focused on data security and privacy, so be prepared with documentation of your vendors’ answers to these questions. They all have them, trust me. SIDEBAR Don’t miss Jeff Rasco’s session, “Let Your Meetings Soar Into the Cloud,” at MPI’s World Education Congress (WEC), June 11-14 in Atlantic City, N.J. You’ll learn why cloud computing makes sense for busy meeting professionals and how it can help you increase efficiency, save money and improve collaboration. Learn more about WEC at www.mpiweb.org/wec16.
MPI NEW JESERY CHAPTER BOARD OF DIRECTORS 2015/2016 PRESIDENT Pam Wynnne, HMCC, CMM, CMP PRESIDENT ELECT Kellie Cahill, CMP IMMEDIATE PAST PRESIDENT Julia Ramos, CMP VP EDUCATION Rhonda Moritz, CMP VP FINANCE Michael Brill, HMCC, MBA VP MEMBERSHIP Rebecca Wakefield, CMP DIRECTOR OF EDUCATION Mike Tidwell DIRECTOR OF FINANCE Kaaren Hamilton, HMCC, CMM, CMP CHAPTER EXECUTIVE DIRECTOR Ruth Marion, CMP 201-567-6338 rnarion@mpinewjersey.org ONSITE EDITOR Carol Malinky, CMP Editor@mpinewjersey.org ONSITE DESIGNER Gerry Salomon gerry@romaxcommunications.com www.romaxcommunications.com