Designing a star-studded experience for your customers "If you want to build something that’s truly viral, you have to create a total mindf@#k experience that you tell everyone about. We basically took one part of our product and we extrapolated: what would a five-star experience be?" This is Brian Chesky, Founder of Airbnb, on Reid Hoffman's Masters of Scale Podcast talking about the exercise every entrepreneur should go through to figure out where they want to take their product experience. Brian details how they thought about their star experience design at Airbnb. Brian continues, "Then we went crazy. So a one-, two-, or three-star experience is, you get to your Airbnb and no one is there. You knock on the door. They don’t open. That’s a one-star. Maybe it’s a three-star if they don’t open, you have to wait 20 minutes. If they never show up and you’re pissed and you need to get your money back, that’s a one-star experience. You’re never using us again. So a five-...