Aim for the Extraordinary: Building Unforgettable Experiences

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Creating a viral product requires design and delivery of exceptional user experiences that stand out. Moving beyond average ratings (1-3 stars), one must envision what constitutes a five-star experience and extend it further. A five-star experience simply meets expectations, while a six-star experience exceeds them by providing personalized touches, like welcome gifts and attentiveness. A seven-star experience goes even further, offering significant personalization and lavish attentiveness, ensuring users are not only satisfied but compelled to share their experience. By continually elevating service and anticipating user needs, brands can foster loyalty and drive viral growth.

In honor of our five year anniversary of Masters of Scale, we're revisiting our first episode ever, featuring Airbnb's Brian Chesky.

If you want your company to truly scale, you first have to do things that don't scale. Handcraft the core experience. Get your hands dirty. Serve your customers one-by-one. And don't stop until you know exactly what they want. That's what Brian Chesky did. As CEO of Airbnb, Brian’s early work was more akin to a traveling salesman. He takes us back to his lean years — when he went door-to-door, meeting Airbnb hosts in person — and shares the imaginative route to crafting what he calls an "11-star experience.”

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