"New from bestselling author Joseph Michelli! How Airbnb has disrupted the hospitality industry for unparalleled success-critical lessons that apply to any 21st Century business. No one understands better than Joseph Michelli how businesses create and leverage world-class customer experiences....

"Mogul William Goldman's zinger about the movie business - "nobody knows nothing" - can easily be said today about companies and their customers. Despite big data and a mind-boggling array of analytical tools, companies still grasp at straws when trying to understand who their customers are; why...