Airbnb and its flexible policies
Posted: Thu Jan 23, 2025 3:08 am
If you manage a brand – physical or digital – you need to remember this: next year, empathy will not be an “added bonus” in the customer’s purchasing journey.
On the contrary. It will be a critical success factor when evaluating the quality of a relationship with a given brand. Are you ready to make yours one of them?
When the Covid-19 lockdown reached its peak, canada telegram number database Airbnb did not hesitate to put itself in the shoes of thousands of hosts and guests who were part of its network.
The brand appealed to empathy and managed to mitigate the difficulties both parties were facing due to travel restrictions and social distancing.
What exactly did they do? They implemented a flexible cancellation policy and allowed hosts to arrange credit refunds to guests.
That measure had a positive effect on thousands of guests and hosts, and Airbnb gained the loyalty of many of them, despite the fact that it was losing millions of dollars due to the pandemic.
Empathy and solidarity prevailed over economic interests, customers noticed it and the brand benefited during one of the most difficult moments in its history.
On the contrary. It will be a critical success factor when evaluating the quality of a relationship with a given brand. Are you ready to make yours one of them?
When the Covid-19 lockdown reached its peak, canada telegram number database Airbnb did not hesitate to put itself in the shoes of thousands of hosts and guests who were part of its network.
The brand appealed to empathy and managed to mitigate the difficulties both parties were facing due to travel restrictions and social distancing.
What exactly did they do? They implemented a flexible cancellation policy and allowed hosts to arrange credit refunds to guests.
That measure had a positive effect on thousands of guests and hosts, and Airbnb gained the loyalty of many of them, despite the fact that it was losing millions of dollars due to the pandemic.
Empathy and solidarity prevailed over economic interests, customers noticed it and the brand benefited during one of the most difficult moments in its history.