Airbnb's approach embodies the customer-centric idea that businesses should not just sell products or services but should aim to create outstanding experiences that resonate emotionally, foster loyalty, and turn customers into brand advocates.
For that you need a deep understanding of your customers and a holistic view of the customer journey.
Airbnb's realization that – just like Disney – their product isn't just the app or website but the entire experience indicates a holistic view of the customer journey. Every touchpoint, online or offline, is an opportunity to delight the customer.
Watch minutes 30:33 to 36:55, to find out how Brain storyboards an 11-star AirBnB experience.