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

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Five factors - belonging, trust, hospitality, empowerment and community - drive Airbnb's remarkable success, according to customer experience expert Joseph A. Michelli. He reports that the company tries to encourage people to see one another as trustworthy and to foster the concept that travelers can experience a sense of belonging everywhere. To that end, he says, Airbnb wants to assist its hosts in offering service with warmth and compassion. Michelli's super positivity about the company can be a little overwhelming, but he provides value for travelers seeking more information about Airbnb and for executives who are passionate about customer service