11-Star Framework
Airbnb's 11-Star Framework has powered the unforgettable experience it delivers for customers since the company's earliest days. It raises the bar to the highest level, redefining boundaries of hospitality and customer satisfaction.
At 1 star, the framework imagines the customer knocking on the door and receiving no response from the host, prompting the customer to want a refund. A 5-star experience would require the host to welcome you in immediately, providing a hassle-free entry just as you'd expect. To give 7 stars, though, the customer would need an over-the-top personalized experience from the host.
An 11 star experience would be none other than Elon Musk himself arriving to announce your imminent departure to space, underscoring how seriously Airbnb takes customer experience. Using this framework, companies can elevate their customer service and deliver customer experiences that resonate.
11-Star Framework
1 Star
- Knock on door, no response = Refund me
2 Stars
- Knock on door, wait 20 minutes for the host = I had to wait
5 Stars
- Knock on door, the host opens and lets you in = Expected experience
6 Stars
- Knock on door, host welcomes you and shows you around; apartment is stocked with water and toiletries = Love it more than a hotel
7 Stars
- Knock on door, host personalizes experience; "I know you like surfing. Here's a surfboard. Here's my car. Also here's a surprise booking for the best restaurant in town." = Way beyond
10 Stars
- Get off plane, welcomed by 5,000 high school kids cheering your name; car pick-up is ready; arrive at Airbnb and a press conference is waiting for you = Beatles check-in
11 Stars
- Show up at the airport and Elon Musk is there; Elon Musk just says "you're going to space" = Elon Musk
Airbnb's 11-Star Framework has powered the unforgettable experience it delivers for customers since the company's earliest days. It raises the bar to the highest level, redefining boundaries of hospitality and customer satisfaction.
At 1 star, the framework imagines the customer knocking on the door and receiving no response from the host, prompting the customer to want a refund. A 5-star experience would require the host to welcome you in immediately, providing a hassle-free entry just as you'd expect. To give 7 stars, though, the customer would need an over-the-top personalized experience from the host.
An 11 star experience would be none other than Elon Musk himself arriving to announce your imminent departure to space, underscoring how seriously Airbnb takes customer experience. Using this framework, companies can elevate their customer service and deliver customer experiences that resonate.
