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The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, 1st Edition

ISBN10: 1260455440 | ISBN13: 9781260455441
By Joseph Michelli
© 2020

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New from bestselling author Joseph Michelli!
How Airbnb has disrupted the hospitality industry for unparalleled success—critical 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 entrepreneurs—a feat unparalleled in the shared economy. Inside, you’ll find:
•  Airbnb’s strategies and practices that drive customer engagement and loyalty
•  How to provide phenomenal customer service in the shared economy
•  Proven principles for getting the most from all stakeholders—including those who share resources and services
•  Exclusive interviews with Airbnb leaders, hosts, and guests that provide invaluable information for your business
The shared economy is the future, but it introduces business challenges never before faced: How do you serve a broad range of customers across varying geographies through a distributed network of "partners?

Airbnb has solved the puzzle, and Michelli shows you all the pieces—and how they fit together.


Foreword by Greg Greeley


1 Airbnb’s Magical End-to-End Journey

2 Make It a People Business

3 Create Belonging


4 Design for Trust and Safety

5 Practice Helpful Disclosure


6 Be a Host

7 Think Magical and Memorable


8 Maximize Impact

9 Claim and Share Your Value


10 Serve Your Neighbor

11 Own Goodness

12 To Danville and Beyond



About the Author

Joseph Michelli

Joseph A. Michelli, Ph.D., is an internationallysought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, TheHartford Insurance Group, and UCLA HealthSystem. The author of the bestselling The StarbucksExperience, he has appeared on The Glenn Beck Show and CNBC’s On the Money.

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