My Rock, My Story: How Airbnb Uses Customer Listening to Determine Goals
Customer Bliss
DECEMBER 8, 2017
At Airbnb we call the stages “frames” as our founder was intrigued by the discipline of Disney and the notion of framing each experience. As we have build out our Net Promoter copyright system, for example, we have prioritized our listening posts according to key frames in the host and guest experience.
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