This Business News Story Was Uncovered By Us From: http://www.youngupstarts.com/2019/10/05/interview-joseph-a-michelli-author-of-the-airbnb-way/
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To label Airbnb a success story is probably one of the key business understatements of our era. Starting with a spare room and sensing a unique opportunity, its three founders created a multibillion-dollar company that profoundly altered the hospitality industry and became a driving force in the sharing economy.
Organizational consultant and customer service expert Joseph A. Michelli reveals the secrets and strategies that fueled Airbnb’s meteoric rise in his new book, “The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging“. As he shows, Airbnb’s founders harnessed the power of design thinking and a firm belief in providing exceptional customer experience. What they created transcended our concept of hospitality into a global culture that blends the digital and the physical, forges a vibrant sense of community between millions of husts and guests, and — as a business — inspires unprecedented loyalty.
Michelli’s study of Airbnb is the latest in his series on organizations, including his bestselling books on Starbucks, The Ritz-Carlton, Zappos and Mercedes Benz. Michelli recently sat down with Young Upstarts to share his insights on Airbnb’s approach to customer engagement, loyalty and referrals — and how they can be utilized by any industry.
Can you talk a bit about yourself? What’s your main focus?
I spend the bulk of my professional life helping leaders of mid-size and enterprise-level businesses create “craveable” customer experiences geared at increasing repeat business and referrals. I write business books about brands that entrust me to consult for them and/or… Read More
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