Airbnb CEO Brian Chesky got some advice from Bill Gates two years ago. To be “truly great,” Mr. Gates told the Airbnb chief during a walk at the annual Sun Valley conference, the vacation rental site needed to improve its customer service, Mr. Chesky told employees in an email later.
“What struck me was how simple and obvious the advice was,” Mr. Chesky said in the email, which has been viewed by The Information. “For all you in customer experience, you are critical to these great experiences. You’re saving the day, every day. Like Batman.”