My Rock, My Story: How Airbnb Uses Customer Listening to Determine Goals
Customer Bliss
DECEMBER 8, 2017
The following post is an excerpt from my book: Chief Customer Officer 2.0. With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex. Our goal is to map key themes from customer feedback and drive continuous improvement frame by frame.
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