case study: airbnb - engagement by design · case study: airbnb - engagement by design adrian...
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Case Study: Airbnb -Engagement By Design
Adrian Swinscoe
Customer Engagement Summit
8th November 2016
IndependentPartner
Forbes contributorAuthor
What is customer engagement?
6
Case study: AirBnB
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Stranger
Danger
Source: https://pixabay.com/en/hitchhiker-thumb-hoodie-backpack-691581/
Three principles
Social Proof
Design For Trust
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Extended Engagement
Source: http://www.sfgate.com/business/article/Airbnb-expo-attracts-company-s-most-loyal-hosts-5910536.php#photo-7175318
Source: https://econsultancy.com/blog/68375-airbnb-how-its-customer-experience-is-revolutionising-the-travel-industry/
Challenges
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Final words
• Social proof
• Design for trust
• Extended engagement
• No standing still
Thank YouSource: http://www.superbwallpapers.com/cartoons/thats-all-folks-7172/
My Contact Details
If you would like to discuss any of the
content today please get in touch:
http://www.adrianswinscoe.com/
Mobile: +44(0)7971 608821
@adrianswinscoe
https://www.linkedin.com/in/adrianswinsc
oe