As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy.
While there are vast differences between guest experience excellence at The Ritz-Carlton Hotel Company (the focus of my book The New Gold Standard) and what is needed to create a memorable stay by a host listing an A-frame Rustic Off-Grid Cabin on Airbnb, there are more similarities than one might think. One of the greatest customer experience common denominators is the pursuit of convenience.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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