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. At Airbnb we call the stages “frames” as our founder was intrigued by the discipline of Disney and the notion of framing each experience. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book.
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