Skift Take

We frequently discuss CEOs in the travel industry, but what is their world really like? And what makes a successful CEO in the travel industry? Erik Blachford discusses that and more in this episde of the Skift Travel Podcast.

Rashaad Jorden

Erik Blachford is as well-versed as anyone to discuss the keys to being a successful CEO, especially in the travel industry. He has run several companies, including Expedia, TerraPass, and Butterfield & Robinson.

Blachford touched on the life of a CEO and more in this episode of the Skift Travel Podcast with Editor-in-Chief Sarah Kopit and Head of Research Seth Borko.

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Key Points

Responsibility in Travel Leadership: Erik Blachford emphasized that being a CEO of a travel company involves taking responsibility for significant moments in people’s lives, whether it’s leisure or business travel. Ensuring that everything runs smoothly is crucial since travel experiences are highly personal and impactful.

Different Challenges Across Companies: Blachford highlighted the differences in managing tech-enabled companies like Expedia versus high-end, personalized travel services like Butterfield Robinson. While tech companies focus on product accuracy and availability, luxury travel companies prioritize creating “wow moments” and personalized experiences.

Role of a CEO: The CEO’s role is described as a mix of leadership, visibility, and decision-making. Much of the job involves supporting the team, ensuring decisions are made efficiently, and maintaining a consistent operational cadence. Blachford also noted the importance of repetition in communication to reinforce key messages.

Remote vs. In-Person Work: Blachford discussed the impact of remote work on company culture, stating that either fully remote or fully in-person models can work well, but the “murky middle” is challenging. He emphasized the importance of clear decision-making regarding work models to avoid uncertainty among employees.

Qualities of a Successful CEO: Blachford highlighted several key qualities for a CEO, including strong communication and people skills, a deep interest in HR, and a passion for at least one functional area of the company. He stressed that a CEO must be deeply curious and invested in a specific domain, which helps them connect with the organization and drive its success.

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Episode Summary

Erik Blachford, former CEO of Expedia, discusses the challenges of leading a travel company. He emphasizes the importance of taking responsibility for people’s travel experiences, which can significantly impact their lives, whether for leisure or business. The role of a CEO varies depending on the company’s focus, with tech companies like Expedia requiring a strong emphasis on product reliability, while luxury travel companies demand attention to personalized experiences.

Blachford notes that being a CEO is largely about supporting others and ensuring that decisions are made efficiently without unnecessary delays. He also highlights the need for visibility and consistent communication as a leader. The transition to remote work, he suggests, can be effective if a clear decision is made, avoiding a “murky middle” where expectations are unclear.

Blachford also touches on the importance of internal talent development for CEO succession but acknowledges that executive recruiters are often necessary when internal candidates aren’t available. He believes a successful CEO must care deeply about at least one functional area of the business and be invested in the organization’s core operations.

Finally, Blachford underscores the significance of communication skills, people management, and a genuine interest in HR as crucial qualities for any CEO.