More than 500 million people have stayed in an Airbnb since its inception in 2008. And a mind-boggling 350 people check into an Airbnb every minute. So, what makes the short-term rental (STR) platform so successful? And what do the best hosts do to deliver an exceptional experience that makes every guest feel welcome?
Joseph Michelli is the New York Times bestselling author of several books about world-class customer experience providers, including the Ritz-Carlton, Starbucks and Zappos. A sought-after keynote speaker and business consultant, Joseph has been recognized as one of the Top 10 thought leaders in the realm of customer service by Global Gurus, and his most recent title is The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging.
On this episode of Get Paid for Your Pad, Joseph joins me to explain what prompted him to write The Airbnb Way and discuss the book’s major themes around how the sharing economy has changed the hospitality industry. He walks us through the five sections of The Airbnb Way, describing how Airbnb hosts deliver belonging and what we can do to cultivate trust with our guests. Listen in for Joseph’s insight on how Airbnb promotes the idea of enlightened hospitality, fosters a sense of community, and empowers its hosts to improve their lives!
What prompted Joseph to write The Airbnb Way
The major themes of The Airbnb Way
How Joseph thinks about BELONGING
The concept of enlightened HOSPITALITY
Joseph’s insight around cultivating TRUST
How Airbnb EMPOWERS its hosts
How Airbnb fosters a sense of COMMUNITY
The values Airbnb guests and hosts have in common