A brief story of AirBnB success.

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A brief story of AirBnB success.
Image Source: BBC.com

Airbnb – a famous example of the “marketplace” e-business model who grew fast. A brief story of speedy success. 

Note! Airbnb’s business model considers 2 types of customers Host and Guests.

1) «The power of visual media»

Create need – attract interest – support trust

  • ✓People asked
  • ✓Feedback
  • ✓Personal check

Challenge 1 – Photos from Hosts

Solution? Send emails to teach photography?

          • NO
  • ✓Make photos for users (rented camera)
  • ✓Next, Airbnb photography program 2010 – by 2012 2.000 freelancer photographers

2) Security

              • ✓Low legal regulations in the online environment

Challenge 2 – People have fear to stay in the foreigner place

Solution?

        • Photographers verify addresses.
        • Social Connections / connect Facebook/ friends review
AirBnB “Wish List”

3) Engagement

        • «Wish-list» – safe properties

Challenge 3 – Is it optimised for maximum engagement?

Solution?

        • Experimentation for the Optimisation ( Whish list “star” > or “heart”?)

4) Early Controversy

        • Who is guilty of robbers?
        • Who is guilty of unethical behaviour? 
Image source https://www.nbc-2.com/story/39393355/airbnb-guest-ransacked-womans-home-told-her-i-need-you-to-be-my-wife-one-day

5) Blame Game or False Security

        • ✓Complaints are not stopping attracting more unsatisfied blog-posts

Challenge 5 – The power of WOM

Image Source: Twitter

Solution?

        • ✓Brian Chesky (CEO of CEO of Airbnb, Inc.) issued an unconditional apology
        • Updated guarantee for any damage ($1 million Host Guarantee)

Was AirBnb, Inc. guilty? – not important. He demonstrated a …  Commitment to TRUST


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