How Do You Create a 7-Star Member Journey? Lessons from Brian Chesky, CEO of Airbnb

by Joanna Pineda Posted on April 23, 2019

A couple of months ago, I listened to an interview with Brian Chesky, CEO of Airbnb. Brian talked about how he and his team did a brainstorming exercise where they imagined what a 7-star, 10-star, even a 12-star experience on Airbnb would be like.

Wait, aren’t star scales always five stars? What the heck is a 7-star or 10-star experience? That’s exactly what Brian and his team set out to explore. Some of their advice includes:

In essence, you first need to design an extreme experience in order to scale back and create an amazing, affordable, possible experience.

The next time you’re designing your website, store, conference or new member onboarding campaign, instead of designing just an acceptable and affordable, experience, trying imagining a 7-star experience and then see what’s possible.

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