In this video, we hear from Airbnb executives who explain how the company is operationalizing Voice of the Customer principles.

2021 is off to a strong start for Airbnb. After experiencing a surge in consumer demand for short-term rentals in 2020 and a successful IPO, the short-term accommodations giant finds itself the envy of the travel industry and highly-respected brand among consumers. But getting to this point took more than good luck. In fact, Airbnb’s remarkable success and iconic brand depends on its ability to continuously understand and serve the needs of its customers.

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