New from bestselling author Joseph Michelli!
How Airbnb has disrupted the hospitality industry for unparalleled successcritical lessons that apply to any 21st Century business
No one understands better than Joseph Michelli how businesses create and leverage world-class customer experiences. Over the past decade, Michelli has guided businesses in human experience transformation and revealed how Starbucks, Zappos, Mercedes, and other top companies design and execute the strategies that made them the undisputed leaders of their industries.
Now, Michelli turns his attention to major disrupter, Airbnb. In The Airbnb Experience, he shows how innovative leaders have managed to build an unique brand by inspiring and engaging a community of hospitality entrepreneursa feat unparalleled in the shared economy. Inside, you’ll find:
• Airbnb’s strategies and practices that drive customer engagement and loyalty
• How to provide phenomenal customer service in the shared economy
• Proven principles for getting the most from all stakeholdersincluding those who share resources and services
• Exclusive interviews with Airbnb leaders, hosts, and guests that provide invaluable information for your business
The shared economy is the future, but it introduces business challenges never before faced: How do you serve a broad range of customers across varying geographies through a distributed network of "partners?
Airbnb has solved the puzzle, and Michelli shows you all the piecesand how they fit together.
|Publisher:||McGraw-Hill Professional Publishing|
|Product dimensions:||6.00(w) x 9.20(h) x 1.40(d)|
About the Author
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is the author of numerous national bestsellers, including The Starbucks Experience, The New Gold Standard, and the New York Times #1 bestseller Prescription for Excellence. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus.
Table of Contents
Foreword by Greg Greeley
1 Airbnb’s Magical End-to-End Journey
2 Make It a People Business
3 Create Belonging
4 Design for Trust and Safety
5 Practice Helpful Disclosure
6 Be a Host
7 Think Magical and Memorable
8 Maximize Impact
9 Claim and Share Your Value
10 Serve Your Neighbor
11 Own Goodness
12 To Danville and Beyond