How Airbnb Used Social Media to Dominate the Travel Industry

Photo Credit: LinkedIn

Photo Credit: LinkedIn

If you haven’t used Airbnb, you should. Founded in 2008, Airbnb is a community marketplace for travel rentals that is now used by millions of people in 192 countries around the world. It lets you rent all kinds of lodging—in houses, condos and cabins...even castles, tree houses, and igloos—right from the owner. On a given day, up to 60,000 people are deciding on their travel accommodations through Airbnb.

A key to their success in disrupting a stodgy old hotel industry? Using social media to connect with customers. By taking an individual approach and engaging with clients on Twitter and Facebook, Airbnb was able to create a rabidly loyal community. Their customer service team, sales team and operations team are all completely socially integrated. (And to keep track of it all, they use a social media tool I know and love, HootSuite.) Read More.