Although loyalty may be a universal human capability, inside an organization, it can be confusing. While the process has to start with the top management exhibiting loyalty, tools for explaining and supporting the behavior also need to be built. These tools will probably vary by company, but Airbnb has some good examples.
SF Gate: Airbnb Expo Attracts Company's Most Loyal Hosts, 2014-Nov-21 by Carolyn Said
She was staying as a guest at an Airbnb site for the first time. “It’s good to experience the other side,” she said. Surprisingly, some 40 percent of the hosts at the event had never been Airbnb guests, according to Conley.
At the event, Airbnb rolled out its glossy, quarterly magazine, called Pineapple (a fruit that symbolized hospitality in Colonial times), which couples photos of fabulous spaces with heartwarming stories of connections made between travelers and hosts.
The company also announced beefed-up insurance, with a $1 million liability policy to cover accidental injuries. It already has $1 million coverage for property damage.