Masters of Scale Airbnb's Brian Chesky: Do things that don’t scale
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May 3, 2022 
Brian Chesky, CEO of Airbnb and an innovator in hospitality, shares his journey from door-to-door sales to creating unforgettable customer experiences. He emphasizes the importance of doing things that don’t scale, like personally connecting with users to understand their needs. Chesky also discusses the art of crafting an '11-star experience' by prioritizing empathy and hands-on service. His insights on balancing personalized attention with ambitious growth reveal how deep understanding of customers can drive profound innovation.
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Cereal Campaign
- Brian Chesky and Joe Gebbia, founders of Airbnb, faced financial struggles in the early days of their startup.
- To overcome this, they created and sold Obama O's and Captain McCain's cereal, generating $40,000.
Handcrafted Start
- To truly scale a company, start with a handcrafted experience.
- Focus on individual customer needs, as advised by Paul Graham to Brian Chesky.
Meet Your Users
- Go to your users, meet them personally, and understand their needs.
- Airbnb founders initially visited hosts in New York, offering free photography as an excuse.