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Customer Experience

Why Airbnb Has Turned Virtual and Zappos Now Supports Anything (Hint: COVID-19)

It is a tough time to be in the experience business. 

Customers are at home. Most non-essential businesses have had to close their doors. 

Delivering awesome experiences in-person is pretty much off the table. 

So, where do businesses go from here? They innovate. 

They find new ways to deliver their products and services. They find new ways to connect with their customers, front-line teams, and communities.

In mid-March, in response to COVID-19, Airbnb had to suspend all in-person travel experiences. Within several weeks, Airbnb Online Experiences was launched and is now delivering virtual experiences via Zoom all over the world. Want to do a guided meditation with sleepy sheep or do a live workout with an Olympian? Now, you can. 

Airbnb Online Experiences: Guided Meditation with Sleepy Sheep

In April, Zappos, a brand known for delivering unparalleled service, launched a new Customer Service for Anything program that provides 24/7 call support to anyone, anywhere, to discuss any topic. Want restaurant delivery or Netflix binge watching recommendations? Call Zappos.

Zappos Customer Service for Anything


We have been so inspired by the innovations we are seeing from our customers, partners, and so many others. 

We want to pay that inspiration forward by sharing these new approaches with you - to fuel you in your own quest to continue delivering awesome experiences. 

In this video interview, AskNicely’s CEO and Co-Founder Aaron Ward shares what is inspiring him in his community, and what he believes makes Airbnb’s new online experiences so awesome. 

Have you changed the way you are delivering your products or services or found new ways to connect with your customers and front-line teams? Have you been inspired by others who have done so? 

If so, we would love to hear from you. Please reach out to me via LinkedIn or at nina@asknicely.com

About the author

Nina Church-Adams

Nina leads the marketing team at AskNicely and wants to connect with you on LinkedIn to discuss all things customer experience, marketing, leadership, culture, and inclusion. With recent marketing leadership roles in FinTech, MarTech, and now CXTech, Nina loves being a part of the vibrant Portland tech community.

Other posts by Nina Church-Adams

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