This is the fourth in a 5-post series titled "Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on hospitality. This week we will spotlight empowerment and next week we will round out this series by discussing community. At the core of Airbnb’s value proposition is empowerment. The platform enables people to use the economic power of their homes to generate revenue. In fact, Airbnb leaders have crafted an “Economic Empowerment Agenda.” In The Airbnb Way, I go beyond the macroeconomics of the platform and explore how leaders enable and empower their teams, hosts, and guests. Since empowerment is a multi-dimensional social process that helps people gain control and foster power, what processes do you have in place to foster power and control for your team members and customers?

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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