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Joseph Michelli has published best-selling books exploring the “customer experience” principles and practice of some of the world’s major companies, including Starbucks, The Ritz-Carlton Company and Mercedes-Benz. Now he has added to this prestigious list by reporting on the success of a phenomenal hospitality company, Airbnb.
Watch this lively interview (at the top of this post) featuring Michelli’s guest appearance on my weekly “Biz Communication Show.”
I recommend you share this interview with your corporate team–and schedule time for discussion, assessing how you can apply Airbnb’s formula to your customer service.
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