Travel marketers need to ‘shut up and listen’ warns Flight Centre’s head of CRM

Marketers are not doing enough to help brands listen to their customers and understand what they really want, Flight Centre’s head of CRM, loyalty and partnerships has told an audience of Australia’s top travel executives.

Kaye Fallick, Kristy Bloor, Jeremy Medina and Katrina McCarter

Speaking at Mumbrella’s Travel Marketing Summit, Jeremy Medina said marketers were not taking enough time to listen to what customers were telling them.

“Without training people in a lot of empathy and listening for need – and certainly that’s what we miss – and what we’re working towards is shut up and listen,” Medina said.