As we mentioned earlier this week, Airbnb co-founder Brian Chesky and Sequoia Capital partner, Airbnb board member, and former Zappos COO Alfred Lin joined us in the TechCrunch TV studio for a special three-part series on how Chesky and Lin work together on retaining culture, expanding internationally, and maintaining customer service.
The first part of the series focused on the importance of developing and maintaining culture at a company, and in this segment Chesky and Lin share their thoughts on how to approach customer support.
Chesky talks about Airbnb integrating the Zappos ‘wow’ experience to its own customer service efforts. In the video, Chesky says he and his team storyboards the end to end customer experience and measures every touch point where quality service can be integrated.
Check out the video above for more, and stay tuned for the last part in our series, which addresses the company’s strategy and challenges in expanding to international markets