Inside the Strategy Room cover image

90. The 21st century corporation: A conversation with Brian Chesky of Airbnb

Inside the Strategy Room

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How to Write a Good Letter to a Customer

"I wanted to write all first principles, almost like a logic train. I wanted to cut out the like marketing speak and say this situation," he says. "When people depend on you, you feel your responsibility." He adds: "People are scared. They're looking at you. It hurts a lot"

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