Lerner: Airbnb turned trust and safety into an offensive growth driver
Ely Lerner · Ely Lerner: Should Startups Hire Advisors & How much should they be paid? | E1075 · 20VC with Harry Stebbings · Oct 25, 2023 · at 41:24
Ely Lerner, Reforge EIR and former Head of Consumer Product at Chime, explains how trust and safety can act as an offensive strategy using Airbnb as an example.
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“Airbnb is a good example, actually, where trust and safety becomes offense because like a core barrier for Airbnb is this idea that like, I mean, somebody else's home, right? Like that's a core barrier to value delivery for your product. And so that's a place where actually like, and they've invested a huge amount in trust and safety overall. And the reason for that is they are getting outside returns by doing that because every sort of incremental Point of trust that people have in that, like, I'm gonna go to somebody else's home and it's gonna be okay. They're driving sort of, like, net new demand that didn't exist when they didn't have that trust, right?”
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