- Well Structured
- Concrete Examples
Five factors – belonging, trust, hospitality, empowerment and community – drive Airbnb’s remarkable success, according to customer experience expert Joseph A. Michelli. He reports that the company tries to encourage people to see one another as trustworthy and to foster the concept that travelers can experience a sense of belonging everywhere. To that end, he says, Airbnb wants to assist its hosts in offering service with warmth and compassion. Michelli’s super positivity about the company can be a little overwhelming, but he provides value for travelers seeking more information about Airbnb and for executives who are passionate about customer service.
About the Author
Joseph Michelli, PhD, is a prolific best-selling author, speaker and organizational consultant who focuses on the customer experience. His other books include Driven to Delight, Leading the Starbucks Way, The Zappos Experience, Prescription for Excellence and The New Gold Standard.