In this week’s episode of the Internet Marketing Podcast, Andy is joined by Chip Conley, Strategic Advisor at Airbnb to discuss why hotels need data scientists.
Chip starts off by discussing psychology and how he found that as a CEO in charge of 3500 employees, it plays a pivotal role in business. He explains how businesses are all human and how this can often be easily overlooked. He then goes on to explain Maslow’s Hierarchy of Needs and how it can be translated into 3 simpler needs, survival, success and transformation. Taking this theory, he then explores how the Hierarchy of Needs would look for both employees and for customers:
- Employees – money at the base, recognition in the middle and meaning at the top
- Customers – expectations at the base, desires in the middle and unrecognised needs at the peak
Chip goes on to explain how you can create a customer that’s loyal to you by meeting their needs, specifically those that they didn’t know that they had.
Chip then discusses why hospitality companies like Airbnb need data scientists, explaining that they are needed in order to gain information on their customers to be able to help them choose their next trip. Data scientists actually act as your own personal concierge, helping you to find exactly what you need.
Finally Chip explains how after his 24 years as a CEO, he was asked to join Airbnb and how he was able to cope in a business where everyone was half his age!