Training Industry Magazine - January/February 2020 - 42

CASEBOOK

MEETING THE CHALLENGE: TRAINING FOR
CUSTOMER EXPERIENCE EXCELLENCE
THE AIRBNB WAY
BY JOSEPH A. MICHELLI, PH.D., C.S.P.

If you spend much time in the
C-suite, you've likely heard about the
importance of delivering world-class
customer experiences.

stakeholders to create exceptional
customer experiences.

Customer experience improvement is
not only a buzzword in business today,
but a strategic imperative for companies
seeking to differentiate their brands
through impactful experiences. In
order to achieve customer experience
excellence, training professionals are
challenged to:

Airbnb is a prime example of an
organization
leveraging
effective
customer experience training for
improved business results. The
company was founded in 2008,
when a roommate moved out of Brian
Chesky and Joe Gebbia's apartment,
and they were looking for a way to
make rent. Knowing that a major
design conference was coming to
San Francisco, the pair created a
rudimentary website targeted to
conference attendees, offering them
the opportunity to sleep on one
of three air mattresses and enjoy
uncooked pop tarts and orange juice.

* Help team members understand the
optimal brand experience.
* Provide tools
excellence.

to

drive

service

* Ensure team members are capable
of innovating continual customer
experience improvements.
While these challenges may seem
daunting, many companies are
effectively training and aligning their

| 42

THE IDEA

From their humble beginnings, Chesky
and Gebbia partnered with a friend,
Nathan Blecharcyzk, to streamline
their web platform. Just over a decade
later, estimates of Airbnb's valuation

range from $31 billion to $38 billion,
and its website features more than
seven million listings across more than
100,000 cities in over 191 countries.

"CUSTOMER EXPERIENCE
TRAINING IS A JOURNEY,
NOT A DESTINATION."

At Airbnb, effective guest experience
training is challenging due to the
number and diversity of team members
and hosts in need of training. Airbnb
leaders rely on traditional tools,
such as classroom training, learning
management systems (LMSs) and
mentoring to enhance alignment and
learning initiatives for the company's
approximately
14,000
employees
across the globe.


https://www.trainingindustry.com/articles/learning-technologies/desk-not-required-using-mobile-learning-to-improve-the-customer-experience/

Training Industry Magazine - January/February 2020

Table of Contents for the Digital Edition of Training Industry Magazine - January/February 2020

Building an Adaptable Workforce
Table of Contents
3 Key Technology Principles for Integrated Employee Learning Experiences
The Agile Brain: How You Can Learn to Do Less to Adapt at the Speed of Change
Learnership: Preparing Employees for the New Learning Landscape
Developing Range Versus Demonstrating Agility
Agile Learning Strategies for the Modern Learner
Clicking for Completion: How to Overcome the Hyperactive E-learner
Cutting through the Clutter: How to Curate Content to Drive High-Impact Courses
Skills Gaps Rise as Organizations Ignore Workforce Training Preferences
Creating a Learning Strategy for Change Using the Skills of Improvisation
5 Keys to Building Change Resilience for You and Your Team
Workflow-enabled Learning: Meeting the Needs of the Modern Learner
Meeting the Challenge: Training for Customer Experience Excellence the Airbnb Way
Adaptive Learning for the Global Enterprise
How to Leverage Technology in Building Learning Agility
Becoming an Agile Learning Organization
It's Time to Prioritize Learning
Guild Education Now Valued at $1 Billion, Helps Organizations Upskill Employees Through Education Benefits
Company News
Training Industry Magazine - January/February 2020 - 1
Training Industry Magazine - January/February 2020 - 2
Training Industry Magazine - January/February 2020 - Building an Adaptable Workforce
Training Industry Magazine - January/February 2020 - 4
Training Industry Magazine - January/February 2020 - Table of Contents
Training Industry Magazine - January/February 2020 - 6
Training Industry Magazine - January/February 2020 - 7
Training Industry Magazine - January/February 2020 - 8
Training Industry Magazine - January/February 2020 - 3 Key Technology Principles for Integrated Employee Learning Experiences
Training Industry Magazine - January/February 2020 - 10
Training Industry Magazine - January/February 2020 - The Agile Brain: How You Can Learn to Do Less to Adapt at the Speed of Change
Training Industry Magazine - January/February 2020 - 12
Training Industry Magazine - January/February 2020 - Learnership: Preparing Employees for the New Learning Landscape
Training Industry Magazine - January/February 2020 - 14
Training Industry Magazine - January/February 2020 - Developing Range Versus Demonstrating Agility
Training Industry Magazine - January/February 2020 - Agile Learning Strategies for the Modern Learner
Training Industry Magazine - January/February 2020 - 17
Training Industry Magazine - January/February 2020 - 18
Training Industry Magazine - January/February 2020 - 19
Training Industry Magazine - January/February 2020 - Clicking for Completion: How to Overcome the Hyperactive E-learner
Training Industry Magazine - January/February 2020 - 21
Training Industry Magazine - January/February 2020 - 22
Training Industry Magazine - January/February 2020 - 23
Training Industry Magazine - January/February 2020 - Cutting through the Clutter: How to Curate Content to Drive High-Impact Courses
Training Industry Magazine - January/February 2020 - 25
Training Industry Magazine - January/February 2020 - Skills Gaps Rise as Organizations Ignore Workforce Training Preferences
Training Industry Magazine - January/February 2020 - 27
Training Industry Magazine - January/February 2020 - 28
Training Industry Magazine - January/February 2020 - 29
Training Industry Magazine - January/February 2020 - Creating a Learning Strategy for Change Using the Skills of Improvisation
Training Industry Magazine - January/February 2020 - 31
Training Industry Magazine - January/February 2020 - 32
Training Industry Magazine - January/February 2020 - 33
Training Industry Magazine - January/February 2020 - 5 Keys to Building Change Resilience for You and Your Team
Training Industry Magazine - January/February 2020 - 35
Training Industry Magazine - January/February 2020 - 36
Training Industry Magazine - January/February 2020 - 37
Training Industry Magazine - January/February 2020 - 38
Training Industry Magazine - January/February 2020 - 39
Training Industry Magazine - January/February 2020 - 40
Training Industry Magazine - January/February 2020 - 41
Training Industry Magazine - January/February 2020 - Meeting the Challenge: Training for Customer Experience Excellence the Airbnb Way
Training Industry Magazine - January/February 2020 - 43
Training Industry Magazine - January/February 2020 - Adaptive Learning for the Global Enterprise
Training Industry Magazine - January/February 2020 - 45
Training Industry Magazine - January/February 2020 - 46
Training Industry Magazine - January/February 2020 - How to Leverage Technology in Building Learning Agility
Training Industry Magazine - January/February 2020 - 48
Training Industry Magazine - January/February 2020 - Becoming an Agile Learning Organization
Training Industry Magazine - January/February 2020 - 50
Training Industry Magazine - January/February 2020 - It's Time to Prioritize Learning
Training Industry Magazine - January/February 2020 - Guild Education Now Valued at $1 Billion, Helps Organizations Upskill Employees Through Education Benefits
Training Industry Magazine - January/February 2020 - Company News
Training Industry Magazine - January/February 2020 - 54
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