Chief Customer Officer, Guest Experience and NPS

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.

Net Promoter Score

Net Promoter Score Chief Customer Officer NPS Guest Experience

Customer Experience Champions: Best Practices from the CX Veterans

Thematic

FEBRUARY 13, 2019

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” CSAT, NPS).

Customer Experience

Customer Experience Chief Customer Officer Guest Experience Hospitality

Customer Experience Update

My Rock, My Story: How Airbnb Uses Customer Listening to Determine Goals

Customer Experience Champions: Best Practices from the CX Veterans

Webinars

Stay Connected