1. Airbnb: a unique customer journeyNicolas Ferrary, country manager France, Belgium and Morocco

2. Tourism keeps growing since decades 3. and yet, the experience remains globally the same1950 2010 Travellers are looking for a more authentic experience! 4. What if anyone could share their home to travellers ? 5. It all started by finding a solution to a personal problem 6. How it works? 7. Airbnb: key success factors in the customer journey 8. Belong anywhere: book inaccessible places anywhere in the world 9. Trust & Safety$1MHost GuaranteeSearch Book Trip 10. Hospitality: empowering our communityOur hosts provide the trip experience to guestsOur mission is to support them with all thetools they need. 11. Hospitality: standards for a great experience 12. Hospitality: inspire by showcasing the best experiences 13. A strong connection with our community: meet-ups- Allow the community to meet us but also each other !- Answer more personal questions- Nurture word of mouth 14. Our community at the heart of our rebranding process 15. Word of mouth supports growth!