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2021 is off to a strong start for Airbnb. After experiencing a surge in consumer demand for short-term rentals in 2020 and a successful IPO, the short-term accommodations giant finds itself the envy of the travel industry and highly-respected brand among consumers. But getting to this point took more than good luck. In fact, Airbnb’s remarkable success and iconic brand depends on its ability to continuously understand and serve the needs of its customers.
The process of engaging, understanding and adapting to serve the ever-changing needs of consumers, an organizational practice informally known as the “Voice of the Customer,” has gained increasing importance in recent years.
But even as Voice of the Customer principles gain favor in the travel and hospitality sector, putting them into practice is hard work. How can travel companies ensure that the Voice of the Customer makes itself heard amidst the operational clamor of a large global company like Airbnb? And how should companies across the travel industry learn to balance a need for efficiency with delivering great customer experiences?
Each of these questions will be addressed in a new “MasterCast” webinar session on Thursday February 25th, 2021 available on the Medallia website. The session was produced by Medallia and features Desiree Madison-Biggs, customer experience leader, founding member of CXPA, and former leader of customer experience programs at Airbnb, along with Raj Sivasubramanian, Voice of Customer program manager at Airbnb.
What You’ll Learn:
- Developing a successful system for gathering and using end-to-end customer feedback
- How to balance between picking standardized and customized feedback metrics
- Methods to develop feedback metrics that satisfy the needs of different stakeholders
- Ways to leverage both quantitative and qualitative data, including impact scores and customer stories, leading to customer insights and more engagement from key stakeholders
- Knowing when it’s better to not have balance
Who Should Attend:
- Product managers
- Customer support teams
- Marketing managers
- Customer experience managers
- Market research managers
This content was created collaboratively by Medallia and Skift’s branded content studio, SkiftX.
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