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Joseph Michelli is an internationally sought-after speaker, organizational consultant, and one of Global Gurus' top 10 thought leaders in customer service. Also the author of numerous national bestsellers, such as The Starbucks Experience and The New Gold Standard, Joseph encourages leaders and frontline workers to grow and invest passionately in all aspects of their lives.

In this episode, he shares insights from his latest work, The Airbnb Way, including the strategies Airbnb uses to improve customer experience and build brand loyalty. Listen in to learn hacks for building trust, how to provide quality customer service, and what you can do to reduce friction in your own business.

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