The news: Airbnb appears to be succeeding at a time when many others in the travel sector are seeing mixed results. It’s doing so by focusing on one thing: experience.
Future of work ⇒ Future of travel: The company’s work from anywhere policy underscores its belief that travel as we knew it has been irrevocably changed.
Customer needs first: The firm has improved its policies and search options to make it easier for users to make these longer reservations, as Adweek points out.
Same industry, different result: Airbnb’s ruthless focus on customer experience stands in contrast with the airline industry nowadays. The Transportation Security Administration projected that 6 million travelers checked in between Friday and Sunday over the Fourth of July weekend—a positive for an industry hoping for a rebound.
Analyst insight: “It’s plain to see that Airbnb’s latest moves are the result of the feedback that it gathers from its customers, hosts, and employees,” said Insider Intelligence principal analyst Patty Soltis. “Airbnb is a prime example of listening and doing something about it.”
The big takeaway: While many companies have work from anywhere policies, Airbnb is the rare company that improves its bottom line by evangelizing that policy to the outside world.
Go further: Listen to our recent podcast on Airbnb and the sharing economy and be on the lookout for our NPS report, coming out in the next week.
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