Training Industry Magazine - January/February 2020 - 43

WHERE ANYONE CAN BELONG
ANYWHERE
The goal of Airbnb's customer
experience training is to help employees
develop their ability to design and
deliver an optimal Airbnb experience,
which the company defines as creating
"a world where anyone can belong
anywhere." To that end, Airbnb teaches
its employees experience design skills
to continually improve its web platform
and support the business development
needs of Airbnb hosts. Ultimately, Airbnb
hosts are responsible for creating
experiences where all guests feel like
they belong.
After the company scaled, Airbnb
altered its approach to teaching hosts
how to foster hospitality and belonging.
Chip Conley, Airbnb's first head of
hospitality, notes, "In the early days, I did
a series of road trips across the world
to 26 different markets where I would
literally run two-hour workshops. That
travel allowed a few hundred hosts in
each market to immerse themselves
deeper in hospitality skills."
Later, Airbnb began delivering hosts
just-in-time training based on guests'
ratings and reviews. Conley explains,
"We realized we had to help hosts
understand what they were missing
when it came to hospitality. Often,
hosts would have high ratings on most,
but not all, important areas of service
excellence, so we would send those
hosts emails with relevant and helpful
information based on opportunities in
areas like responsiveness."
REGIONAL TRAINING
Today, Airbnb relies on its regional
team members to meet hosts' needs
when it comes to delivering hospitality
and running their business. Leaders at
Airbnb have also organized training and

community networking platforms, such
as Airbnb Community Center and Airbnb
Host Clubs.

"WE WANT TO ENSURE
THAT ALL ONLINE HOST
COMMUNITIES ARE

your employees deliver a differentiated
customer experience.
Joseph A. Michelli, Ph.D., C.S.P., is an
internationally sought-after speaker,
author and organizational consultant
whose insights encourage leaders and
frontline workers to grow and invest
passionately in all aspects of their lives.
Email Joseph.

EMPOWERED, CONNECTED,
AND HAVE LOTS OF TOOLS
AND INSIGHTS TO DO

TAKEAWAYS

WONDERFUL WORK."

*
Laura Chambers, general manager
of home hosts, shares, "We're deeply
engaged in the Airbnb Community
Center, and we want to be as helpful as
possible for the leaders of other online
groups. We want to ensure that all online
host communities are empowered,
connected, and have lots of tools and
insights to do wonderful work." She
adds, "We have over a hundred people
on our mobilization team that sit in a
region and work with regional leads and
communities on the ground. This team
helps build community through Airbnb
Host Clubs. We have 300 Airbnb Host
Clubs, which are different based on their
local passions and interests. Generally,
these groups get involved ... to share
information like how to get more fivestar reviews .... In essence, our Airbnb
community organizers partner with
local hosts to equip them with online
tools and in-person trainings needed to
successfully lead and drive outcomes
for their local host club."

*
*
*

*

Customer experience training is
a journey, not a destination. By
implementing the tips in this article, you
can follow in Airbnb's footsteps and help

T R A I N I N G I N DUSTR Y MAGAZ INE -AGILE LEARNING 2020 I WWW. T RAININGINDU S T RY . C OM/ MAGAZ I NE

We are all hosts. Whether we
provide direct service or simply
host people on our website or app,
hospitality (service with heart) wins!
Success today often involves
delivering value through
technology-aided/human-powered
solutions.
A customer's memory of a service
experience is shaped by peak,
valley, transition, and end moments
along their journey with a brand.
Most customers calculate the cost
of an experience based not only
on how much money they pay but
also how much time and effort they
must expend to receive their goods
or services.
In addition to providing products
and services that meet their current
needs, most customers want service
providers to take extra steps to
anticipate their future wants, needs,
and desires. Often, that anticipation
requires little more than empathy,
observation of customer behavior,
and thoughtfulness.

| 43


https://news.airbnb.com/helping-people-belong-anywhere-matters-now-more-than-ever/ https://news.airbnb.com/helping-people-belong-anywhere-matters-now-more-than-ever/ https://www.trainingindustry.com/magazine

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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