The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

by Joseph Michelli

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Overview

New from bestselling author Joseph Michelli!
How Airbnb has disrupted the hospitality industry for unparalleled success—critical 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 entrepreneurs—a 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 stakeholders—including 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 pieces—and how they fit together.

Product Details

ISBN-13: 9781260455441
Publisher: McGraw-Hill Professional Publishing
Publication date: 10/14/2019
Pages: 336
Sales rank: 1,120,645
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

Acknowledgments

1 Airbnb’s Magical End-to-End Journey
PART I
belonging

2 Make It a People Business

3 Create Belonging

PART II
trust

4 Design for Trust and Safety

5 Practice Helpful Disclosure

PART III
hospitality

6 Be a Host

7 Think Magical and Memorable

PART IV
empowerment

8 Maximize Impact

9 Claim and Share Your Value

PART V
community

10 Serve Your Neighbor

11 Own Goodness

12 To Danville and Beyond

Notes

Index

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