We created a storyboard depicting the steps someone goes when they stay at or host someone at an Airbnb. It helped us discover areas where we could do more to ensure a great customer experience and galvanized the company around that goal.
Co-Founder & CTO
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Frances Frei and Anne Morriss
"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Janelle Barlow and Claus Moller
Featuring Evernote's Phil Libin and Sequoia's Roelof Botha