Abstract

The report illustrates the marketing issues that the AirBnb is facing in the recent period.AirBnb is platform that connectsthe host and the guest looking for monetizing and residence in the business activities such as New York, respectively,the platformconnects the guests with the host and offers anadequate review to help the customerin selecting the righthost or viceversa.

However, in the recent period, the company has startedfacingissues related to customerservice.It is failing to maintain the customer security and the credibility of the host through thestrongreviews offered on the webpage,leading to distrustful relationship andnegative brandimage in the market.

Such has been due to poor strategy in place and the inability toofferexquisitecustomerservice to the customersandclientimmediately at the time of need.Another issue is theinabilityto develop theright cost effective strategy in order to drive profits and maintaining the competitive edge, leading to mixed results.

In such a situation, developing a strongcustomer service strategy alongwitha special task team for eacharea, consisting of 3-4people, has been offered along with theapplication development that could track theclient and also connectthe client to 911 directly in time of emergency, improving customer engagement and thus,overallsatisfaction andtrust level of the customer, leading to the development of strong brand image and value in the minds of the customers.

Airbnb Harvard Case Solution & Analysis

Keywords: Competitive Edge, Customer satisfaction, Trust, Customer service

Introduction

AirBnboffersintermediaryservices for lodging and staying servicebetween the host and guest.It is an American based company which is widely operates an online platform as well as hospitality service so that the people are able to rent or lease short term logging including;apartment, holiday cottages, hostel beds, homestays or hostel room in order to facilitate the experiences of customer related to tourism.

The financials of the company shows massive profit return in the prior years generated through offering countable services to the wide customer base. Airbnb has generated $100 million profits in last year supposedly on the revenue of approximately $2.6 billion. The company has blew by its own internal projection to generateprofit on $2.6 billion in revenue.

The business developed with an aim to offer stay services to the travelers in the busycities. In doing so, it opted for a network thathas high travelerfootfall and residenceissues.Such platformallowed the company to connect with multiple guestsall over the world, charging the fees from the guest and host, both in shape of chargesand commissions,respectively.

In the late 2000, the company developed a strong marketing strategy, offering the platform to review the services of AirBnbfrom both host and travelerperspective,suchreview base allowed travelers to selectthe host and the host to select the travelers more effectively, without the any riskassociationand such as theft, discomfort or sexual harassment.

Though the company developed strongstrategies such as insurance for the host, it failed to create a strongcustomer service that resulted in numerous incidents, damaging the brand image of the company continually.Since the whole business was based on word of mouth, the negative word of mouthgreatlyaffected the brand equity, leading to low adaptionand recommendation to the other consumer.In such situation, the company hasto decide a strategy to cope up with the internal issue in order tosustain its brand in the market,addressing the key issues and maintaining the positive word of mouth.............

This is just a sample partical work. Please place the order on the website to get your own originally done case solution.