![]() ![]() “Spending time with the rank and file and with savvy external frontline constituencies is an indispensable way to gain reliable information on what is really going on in the company and in the industry.”Ĭhesky himself admits to being distracted pre-pandemic with all the shiny new things Airbnb had in the pipeline. “CEOs face a real risk of operating in a bubble and never seeing the actual world their workers face,” the authors write. They spend 72% of their time in meetings. Two Harvard Business School professors authored a study on how CEOs spend their time and found that, on average, just 6% of their time is spent with frontline teams and 3% with customers. Often, executives in the corner office drift further from their employees and the core part of their business as they scale and diversify product and service offerings. ![]() “And the whole point of our platform is to take those things off the table.”Ĭhesky’s endeavor to understand the experiences of hosts and guests mimics a pattern seen among other prominent CEOs. “The worst 10% of guest and host experiences were making it worse for everyone,” he continues. They didn’t always know he ran the company. “I’d ask them, ‘Why are you doing all of this?'” Chesky says. He questioned the need for these requests. ![]() Some hosts asked him to sign rental agreements, imposed “giant” cleaning fees, and even gave him a list of chores to perform before checking out. “And when I started staying in homes, I started noticing variability.” It became this one-year journey of becoming the ultimate guest, only living in Airbnbs from one house to the other,” Chesky told Fortune in a recent video call, his dog Sophie roaming behind him. ![]() “Last year, I started living in Airbnbs, and I stayed in like a dozen and a half over the course of six months. And he hopes it will help re-engage Airbnb’s users. Joining the digital nomad movement-which picked up steam as travel and lockdown restrictions loosened-didn’t just allow the Airbnb CEO to work from somewhere other than his San Francisco home office it sparked an idea that helped him fall back in love with the core business and understand the customer experience, he says. ![]()
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