Create Belonging | Customer Experience Excellence – The Airbnb Way

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

This is the first in a 5-part series.

In late 2019 I released a book about Airbnb’s meteoric rise. It was titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging.

As you can imagine, the timing of The Airbnb Way wasn’t optimal, as Airbnb faced its share of challenges with dramatic decreases in travel in the early phases of the pandemic. That said, I believe my work with Airbnb leaders provides important and enduring value across the five areas featured in the book. Namely:

• Belonging
• Trust
• Hospitality
• Empowerment
• Community

Each episode in this series will focus on one of those themes. Let’s start with belonging.