‘Ease of use’ trumps loyalty in customer experience says Flight Centre marketer

Ease of use surrounding customer experience trumps loyalty in the travel industry, Flight Centre’s head of customer relationship marketing, loyalty & partnerships has said.

Jeremy Medina told the audience at Mumbrella’s Travel Marketing Summit using background data to help ease of use was more valuable than creating loyalty programs.

The panel (L-R): Bri Williams, Jeremy Medina, Michael Londregan and John Quertermous. Moderated by Mumbrella’s Simon Canning.