Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way

This is the second in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging.

Last week we touched on belonging, this week we highlight trust and in the weeks ahead we will explore hospitality, empowerment, and community.

Given all the ways in which we routinely trust strangers in conventional business, why is it difficult to imagine a similar transfer of trust in the context of sharing economy options like Airbnb?

At what points in your customer journey are you at greatest risk for losing trust?