A coach explains why customer satisfaction requires going beyond basic ratings. He shares how Airbnb's founders redesigned their service around personalized touches like surf lessons and curated drinks, then introduces his own exercise to help businesses deliver ultra-personalized experiences that dramatically boost satisfaction.
You want to learn how to improve patient satisfaction? I'm talking about like on a scale of 1 to 10, a 12. Well, listen to this. Back when they were starting their business, the founders of Airbnb, they had a consultant or a guide or a mentor, and he asked the owners, what would be a 10-star experience at an Airbnb? The owner said it completely changed the way they thought about their business. See, they thought they were just taking apartments and rooms and putting them on the internet so that people could stay inexpensively. And what they failed to realize up until that moment is that everything is based around how do you create a 7 to 10 star experience. So they went through the experiment and they found— they said, well, we would find out that let's say the person liked to surf and they would get them surfing lessons, or if they liked a particular bourbon or a particular kind of wine or like particular type of food. You get the point. And they let their mind go wild. Well, our clients do this process and we take them through what's called the 7-Star Experience.
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