I am on a media tour in the pre-launch phase of my new book The Airbnb Way (you can get a special pre-order offer on that book by using the code THANKS here). During this process, I’ve collected some of my favorite questions being asked by bloggers, podcasters, and journalists. I’ll share a couple of those queries here since they relate to customer experience enhancement.
If anything, customer expectations are growing and the challenge we'll face tomorrow is greater than the one we had today. In part, we can thank innovative leaders at brands like Amazon and Airbnb for escalating customer expectations. Then again, we also have them to thank for making our lives as customers easier. Rather than bemoaning the expansion of customer expectations, great leaders seek to meet, exceed, and even create new expectations through thoughtful experience design. I’d love to hear your answers to the two questions I shared above. In addition to talking about your answers, let’s also discuss the ways you are addressing the questions through your business. I look forward to you reaching out to me here.
