Description
Book SynopsisNew from bestselling author Joseph Michelli!
How Airbnb has disrupted the hospitality industry for unparalleled successâcritical 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 Way, he shows how innovative leaders have managed to build an unique brand by inspiring and engaging a community of hospitality entrepreneursâa feat unparalleled in the shared economy. Inside, youâll find:
â Airbnbâs strategies and practices that drive customer engagement and loyalty
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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
