Airbnb Offers Help/Rolling Out CX Initiative to 40 Locations/2025 Workshop Series
While Many LA Landlords Price Gauge, Airbnb is offering free housing people who have lost their homes / How one company successfully rolled out its CX Initiative Across 40 Locations / Announcing our 2025 Livestream Workshop Series
Landlords take advantages of LA Victims
Los Angeles landlords are being accused of price gouging because the wildfires have destroyed an estimated 12,000 structures across L.A.; many who have lost their homes and apartments are scrambling to find places to rent. With the available supply woefully low, online real-estate listings reviewed by MarketWatch show that some landlords have jacked up rents as demand has skyrocketed.
Airbnb Comes to the Rescue
One brand has taken a completely different approach. Airbnb is offering free temporary housing to residents displaced by the ongoing Los Angeles wildfires. Partnering with the local nonprofit 211 LA, Airbnb aims to provide a crucial lifeline to those forced to evacuate as fast-moving fires devastate homes and neighborhoods. The initiative prioritizes individuals whose homes have been destroyed or who are in mandatory evacuation zones, ensuring they have a safe place to stay during this challenging time.
In a press release dated Jan. 8, Airbnb detailed that accommodations provided through the program are fully funded by Airbnb.org and participating hosts. “The accommodations are completely free for guests and are funded by Airbnb.org and the generosity of Airbnb hosts—many of whom offer their homes for free or at a discount through Airbnb.org,” the release stated.
How the Community Blood Center successfully rolled out its CX Initiative Across 40 Locations – By Dave Murray
When we help organizations create a Customer Experience Action Statement, the Supporting Pillars, and a list of Never/Always behaviors for team members to follow, it usually culminates in an all-hands-on-deck, company-wide, big splash of a rollout that brings excitement for the future. But what about organizations that cannot get everyone together at one time? What about organizations that operate 24/7 or simply cannot find time to get most of their team members together?
Brenda Larson, the Manager of Learning and Organizational Development for The Community Blood Center, faced this challenge. The Community Blood Center is a blood donation center based in Appleton, WI, serving over 40 hospitals and holding over 100 blood drives monthly. With over 200 employees working across multiple locations and shifts, a one-time rollout was not in the cards.
*Related – The Customer Experience Action Statement: How to Revolutionize Your Customer Service Culture
The answer involved some work but has paid dividends for the organization. Once the marketing team finalized and cleaned up the new content, Brenda created a training session that delivered an overview of the new content and showed how to use the new tools in daily situations. To accommodate their multiple locations and shifts, this session was offered 39 times to allow all team members to take the 60-minute live session.
Offering 39 sessions also allowed Brenda to tailor each session to the attendees. For example, in a session with most attendees from a more customer-facing role, say from one of their donation centers, Brenda could go deeper on face-to-face interactions, discussing where we can go off track while focusing on the goals we are trying to achieve. When attendees were more back of the house, say, lab technicians, the focus would be more on phone conversations and setting expectations.
*Related – 6 Steps in Launching a Successful Customer Service Initiative that Lasts
While offering 39 sessions is more work and time-consuming than holding one large rollout, Brenda could explore the content related to attendees more deeply, thus tailoring each session’s focus.
A large, one-time rollout and smaller, more tailored sessions have pros and cons. The trick is to find what will work best for your organization and company culture. And don’t be afraid to do both if that is the best answer.
Get Ready For The 2025 Livestream Workshops!
Create Non-negotiable Standards: March 10
Become a Zero-Risk Organization: June 9
Create a Recruiting Experience: September 8
Create an Onboarding Experience: December 1
Are you ready to revolutionize how your organization delivers customer and employee experiences?
Join John DiJulius and Dave Murray of The DiJulius Group for the Experience Revolution Livestream Workshop Series.
This four-part series dives into essential strategies for creating a zero-risk organization, improving recruiting and onboarding experiences, and establishing non-negotiable service standards.
Reserve your spot today:
- Attend any workshop for $249 each
- Unlock the entire series, 4 workshops (plus 2 bonus replays!) for $749
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Become a Certified Experience Executive in 2025
Transforming Leaders – Transforming Experiences – Transforming Cultures
Our Experience Academy courses have been designed to certify people for a new level of leadership, benefiting their career and your organization.
- The Customer Experience Executive Academy enables you to assess an organization’s current state of service and work to build systems to consistently deliver world-class experiences.
- The Employee Experience Executive Academy enables you to assess your current culture and build systems to hire, onboard, train and retain the best employees.
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