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Blitzscaling 18: Brian Chesky on Launching Airbnb and the Challenges of Scale

Blitzscaling 18: Brian Chesky on Launching Airbnb and the Challenges of Scale

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7 star customer experience

  • Customer experience is generally measured on a 5 point scale
  • 5 stars often means the customer gets what they expect
  • To build products that customers love, you have to go beyond 5 stars
  • If this is what 5-stars look like, what do you need to do to get 6 out of 5? And then 7... then 8...
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