BIG Airbnb Learning: Advertise The Amenity vs. Surprise + Delight
Summary
This video discusses the strategy of "under-promising and over-delivering" in the context of Airbnb amenities, using airport pickup as an example. The speaker argues that if you advertise an amenity and fail to deliver, it creates a negative experience, but if you don't advertise it and provide it as a surprise, it becomes a positive one.
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