PRESENTED TO – DR.

PAWAN KUMAR
COURSE - CUSTOMER RELATIONSHIP MANAGEMENT
COURSE CODE – MKT- 517

AIRBNB
PRESENTED BY GROUP-5

SAKSHI(11911210)
ABHISHEK KUMAR SINGH(11918096)
AKHIL GARG (11913501)
SHASHANK RANA(11915092)
INTRODUCTION

• Airbnb – Air Breakfast and Bed

• Founded in 2008
• CEO – Brian Chesky
• Headquarters – San Francisco ,California
• Service- Hospitality and Lodging
• Area served- worldwide
• No. of employees – 5597(2020)
WHAT IT IS?

• Online platform
• Two-sided platform
• Earns from commission from both hosts and guests
HOW IT WORKS?

• Process
1. Profile
2. Questions
3. Decision
4. Stay
5. Payment
MISSION AND VISION

• Mission
“We believe in making the whole world a big community that we all belong to. We connect
our guest with unique authentic local accommodation experiences provided by our host at
competitive prices anywhere and everywhere, utilizing the power of technology”
• Vision
“To be the world leader of internet- based accommodation industry”
PROBLEMS

• Regain consumer trust towards Airbnb.

• Increase awareness of the brand.
• Build Airbnb’s online reputation system as more reliable.
• Very less information on hosts and renters.
• Turning guests to become repeat customers.
• Misinformed consumer reviews.
ANALYSIS OF PROBLEMS

• The main problem Airbnb needs to overcome is to regain consumer trust in terms of their
safety and overall lodging experience. Airbnb experienced negative consumer sentiment
after negative press spotlighted incidents renters and hosts experienced in 2011.
• A potential opportunity and solution for this problem is make it easier for hosts to reject
renters. Airbnb had a policy of penalizing hosts that turned down reservation requests for
a posted room.
• Airbnb also has the opportunity to provide insurance for hosts.
• Lastly, Airbnb can have a better policy for pre-screening hosts and renters.
SOLUTIONS

• Campaign featuring our celebrity endorsement.

• To launch the “Meet your Guest” campaign.
• Present more sophisticated consumer reviews.
• Establish an online presence to collect outside information on hosts and renters.
• Provide discounts to guests so that they might become repeat customers.
• Present more sophisticated consumer reviews.
LINKS TO READINGS

• https://www.airbnb.co.in/
• https://en.wikipedia.org/wiki/Airbnb
• https://www.researchgate.net/publication/324808508_What_do_Airbnb_users_care_abou
t_An_analysis_of_online_review_comments
• https://www.cnbc.com/2019/11/06/airbnb-is-pushing-major-safety-changes.html
• https://www.forbes.com/sites/janetwburns/2019/12/27/wsj-airbnb-resisted-safety-changes
-as-reports-mounted-will-now-spend-150m-more-on-the-problem/?sh=6e5560f57908