186: Radical Innovations In Airbnb’s Voice Of The Customer (VoC) Program

Asking for honest and open feedback from customers is a no-brainer for customer-centric organizations. But structured surveys, and even open-ended text boxes, aren’t conducive to getting honest feedback from most customers. That’s why Airbnb changed the game — they enable customers to share perspective on their own terms by recording and submitting videos of themselves within the app, as if they were talking directly to someone at Airbnb. It’s been a boon to both Airbnb and its customers. In this episode, Raj Sivasubramanian, Customer Experience Insights Manager at Airbnb, previews their structured approach to incorporating video feedback.

Listeners who will be joining us at Forrester’s CX NYC forum on June 11–12 can look forward to hearing the full story and actionable insights from Raj on the main stage.

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