The Evolution of Airbnb -- CCNG Interview with Author Joseph Michelli

Presented by

Joseph Michelli, Author and Chief Experience Officer of The Michelli Experience

About this talk

Joseph Michelli offers an overview on the evolution of Airbnb and how the company has integrated technology and human service to disrupt its industry. Leveraging insights from his forthcoming book “The Airbnb Way”, Joseph shares elements needed to create memorable customer experiences rich with hospitality (described by Airbnb as “service with heart”). Highlighting service elements involving listening and trust building, Joseph suggests that every leader must communicate his/her desired customer experience and identify what it means to be “on brand” in the experiences their teams deliver.
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