Qualification Module Code and title

HND in Business H1F0 34

Creating Culture of Customer Care
Student ID Assessor’s Name
00006486 Mr.Ganadharan

Cohort Submitted on
September 2018 17th September 2018

No. Learning Outcome Task no

2 Evaluate the customer care strategy of an organisation 02

Learner Declaration

I certify that the work submitted for this Assessment is my own and research sources are
fully acknowledged.

Student Signature: HANEESHA Date: 9/17/2018

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Contents
INTRODUCTION.....................................................................................................................................3
THE SUITABILITY OF THE STANDARDS FOR CUSTOMER CARE OF AIRBNB.............................................3
THE EFFECTIVENESS AND EFFICIENCY OF THE ORGANIZATION’S CUSTOMER CARE STRATEGY.............4
WAYS TO ENSURE CONTINUOUS IMPROVEMENT OF CUSTOMER CARE IN THE ORGANISATION..........6
REFERENCES..........................................................................................................................................7

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The following report is about a company named Airbnb and its customer care strategies.
Airbnb is situated in San Francisco that operates an online marketplace and hospitality
service. This report will include;

 The suitability of the standards for customer care of Airbnb

 The effectiveness and efficiency of the organisation’s customer care strategy.
 Ways to ensure continuous improvement of customer care in the organisation

INTRODUCTION
Airbnb was established in 2008 and is situated in San Francisco, California, with workplaces
across North America, Europe, and Asia and was formerly known as AirBed & Breakfast. The
founders are Brian Chesky, Joe Gebbia and Nathan Blecharczyk. This is an organization
which helps people to discover, book accommodations worldwide via online or mobile
phones by enabling them to share their travel experiences. Airbnb interface individuals who
have space to save with the individuals who are searching for a place to remain. Regardless
of whether it's an urban apartment or countryside castle, Airbnb makes it easy to exhibit
your space to a group of people of millions, and to locate the correct space at any value
point, anywhere. I chose Airbnb because it is a front runner in the web based home
accomadation industry and it has more than 150 million customers using its services, which
makes Airbnb to focus more on providing customers with the best quality service available.

THE SUITABILITY OF THE STANDARDS FOR CUSTOMER CARE OF AIRBNB

The main objective is to keep the organization secured and trusted, by distributing the
benchmarks and desires for all hosts and explorers.

Airbnb built up these benchmarks in view of their broad experience collaborating with
individuals from the Airbnb community. These benchmarks are planned to assemble the
current arrangements into a solitary system that will help individuals from the Airbnb
community better comprehend what's in store from us and what we expect of them.

Every industry has its own competitors, whereas Airbnb has got its share of competitors too.
The market competition in vacation property industry is growing rapidly since the demand
for vacation rentals is really high. Some of the competitors of Airbnb are; FlipKey, Turnkey,
Booking.com, HomeAway, VRBO and so on.

Despite the fact that there are a lot of alternatives accessible on the site for single travellers,
Flipkey exceeds expectations at amass appointments in famous visitor goals. The vast
greater part of their properties is get-away rentals and occasion homes which fit four, five,

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six or more individuals. You may not get that unattractive feel, and you may not get
knowledge from a neighbourhood host,

Dissimilar to different sites, HomeAway has properties that are ideal for older couples,
families, and bigger gatherings who are hoping to appreciate the comfort of a whole home.
HomeAway likewise possesses a couple of other Airbnb competitors, as VRBO , which is
basically the same yet offers a marginally unique stock of properties.

Unlike the competitors, The main goals of Airbnb includes:

 Associating individuals who require a place/space to remain with individuals who

have surplus space to have individuals
 Making genuine associations/fellowships between likeminded individuals
 Allocating explorers with nearby skill, flavour, insider facts and learning
 Profiting for their space and their opportunity.
 Providing a more homey experience by saving travellers money.

A business would gain competitive advantage by monitoring the competitors traffic KPI’s
which will help to reduce the number of failures and increase the customer base. Airbnb
could do this by;

 Evaluating the income of the competitors by finding the measure of guests who
comes in
 Knowing their fundamental activity sources and distinguish patterns
 Analyze competitors' referral activity and reveal profitable promoting openings
 Figure out which online networking channels convey more activity to your
competitors and enhance your own web-based social networking procedure
 Analyzing measurements, for example, site visits per client, normal time nearby and
bound rate and know the commitment level that a competitor is getting.

THE EFFECTIVENESS AND EFFICIENCY OF THE ORGANIZATION’S CUSTOMER CARE

STRATEGY

Airbnb keeps on developing at a great rate. The web based hotel business was as of late
esteemed at $31 billion. This is because of the successful customer care strategies followed
by Airbnb. They are;

 Monitor your communities attentively

One reason Airbnb has discovered such achievement is the high rate of fulfilment among
those remaining at their recorded properties and additionally those leasing them out. A

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 main explanation behind this is dynamic policing to guarantee the two sides are
following the standards.

Airbnb knows how close to home a living space can be, regardless of whether it's
impermanent. To accomplish that objective and hold clients subsequently, they
implement their locale benchmarks and desires genuinely. That, joined with all supports
staying retained, gives a sentiment of security that numerous cutting edge organizations
can't rival.

 Ensure clients know precisely what they're getting

The time of business TV and web has influenced numerous to acknowledge desires
aren't reality. A considerable lot of us have bought an item or administration previously,
just to be left disillusioned.

Airbnb and many other organizations try to avoid customer dissatisfactions in the most
appropriate ways possible. One of the ways to do this is by making sure what customers
are precisely getting.

 Test, Test and Test some more

Information can here and there be a precise indicator of results, however some of the
time another thought or highlight should be placed in real life to genuinely perceive how
viable and adaptable it is.

Airbnb works under an approach where an inventive speculation is executed, with the
group at that point surveying its effect. In the event that there's an important profit for a
thought or highlight pushed on a little scale, more assets will be gotten.

"We're endeavouring to make a situation where individuals can see a flicker of

something and fundamentally toss explosive on it and explode it to wind up an option
that is greater than anybody could have ever envisioned," said Gebbia.

While some more hazard unwilling organizations may consider this to be excessively
tested, it's hard to contend with a business that continues developing.

 Tackle an archaic industry head-on

It’s a well-known fact that the inn business isn't precisely partial to Airbnb, similarly as
taxi organizations aren't enthused with Uber. All things considered, Airbnb's challenging
and intense way to deal with reform the cabin and billion-dollar lodging ventures is
exactly the much needed refresher numerous individuals, more youthful ones

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 particularly, find engaging. Truth be told, an overview by the David Binder Institute
found that 76 per cent of Millennials think Airbnb is an incredible business thought.

Airbnb seized on the acceptance of the sharing economy, while highlighting the
significance of regarding customer desires, routinely upholding commonly
acknowledged regulations, and thought testing and performance.

The above mentioned are on the whole winning procedures that can enable any
business to succeed.

WAYS TO ENSURE CONTINUOUS IMPROVEMENT OF CUSTOMER CARE IN THE

ORGANISATION

Taking the above information into consideration, customer care can be improved in ways
like,

 Advance client encounter experiences inside the association.

 Give workers simple progressing access to unique client exactly for their
zone.
 Knowing the key qualities and shortcomings, both in general and in every
business territory.
 Ensure Airbnb has a measure of NPS affect. This is achievable through
labelling the remarks by division. Some will normally get a bigger number of
remarks than others, so don't construct choices just with respect to volume.
An answer like Chattermill can enable you to see how extraordinary regions
of the business influence the general client encounter.
 Make client encounter decide each group's rewards and acknowledgment.
 Utilize client encounter affect as a mechanism to organize ventures.

As there are many competitors in the market, Airbnb should work more on new services to
remain competitive. It is sometimes not possible to provide complete security to the buyers
and sellers since it’s an online platform. And the reputation of Airbnb is dependably in
question as their picture is reliant on the hosts and if the hosts happen to do anything
incorrectly, it influences their brand image. Airbnb has somewhat more to consider while
considering home change ventures. Putting time and cash into your space may expand your
property estimation, and furthermore better serve your visitors—ideally boosting your
evaluations as well. Airbnb must improve the guest experience as five star hospitality is very
important, keeping the guests happy and entertained will improve the customer care
strategy and loyalty will be maintained.

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REFERENCES

En.wikipedia.org. (2018). Netflix. [online] Available at: https://en.wikipedia.org/wiki/Netflix

[Accessed 17 Sep. 2018].

Inc.com. (2018). You Should Steal These 4 Business Strategies from Airbnb. [online] Available at:
https://www.inc.com/kayla-matthews/you-should-steal-these-4-business-strategies-from-
airbnb.html [Accessed 17 Sep. 2018].

MyCustomer. (2018). Learning from your customers - the Airbnb way. [online] Available at:
https://www.mycustomer.com/community/blogs/duboff/learning-from-your-customers-the-airbnb-
way [Accessed 17 Sep. 2018].

Anon, (2018). [online] Available at: https://www.quora.com/What-KPIs-does-Airbnb-monitor

[Accessed 17 Sep. 2018].

Slideshare.net. (2018). Airbnb, Inc. Strategic Plan 2017-2021 MBA - strategic Management As….
[online] Available at: https://www.slideshare.net/mohieismail9/airbnb-inc-strategic-plan-20172021-
mba-strategic-management-assignment-harvard-case-study-june-2017 [Accessed 17 Sep. 2018].

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