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How Airbnb Redesigned Trust to Survive the Pandemic
Lucas and Luna dissect how Airbnb survived the COVID-19 crash by fundamentally rethinking trust. They explore the specific decisions CEO Brian Chesky made in April 2020—cutting 25% of staff, refocusing on local travel, and overhauling the review system. The episode zeroes in on one key metric: the 'guest refund' policy change that cost Airbnb $250 million but saved its brand. Lucas argues it was a masterclass in long-term trust over short-term profit. Luna questions whether the pivot to 'nearby getaways' was genius or desperation. The conversation covers the psychology of…
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