Driver

Enable people to live like locals and feel at home anywhere in the world

When travelers leave their homes towards a new destination, they start their journey alone, not knowing what awaits them. However, when Airbnb hosts welcome and accept these travelers, fear and shyness dissipate. Guests feel safe and confident. They find their inner adventurer who is free to discover hidden parts of the world—places where only locals know. They change from 'outsiders' to 'insiders' and feel like they can belong anywhere. By the time they return home, they have transformed into more complete versions of themselves.

Let loose the creative inner genius

Teach and empower people to do something they never thought they could do, and they will change the world for the better. With that belief, Apple focused on making products that place power into the hands of the everyday people, giving them the freedom and ability to disrupt industries and challenge the status quo. With iMovie, customers become filmmakers, with an iPhone they become photographers, and with GarageBand they can become recording artists.

Apple celebrates people that think differently and sees themselves as a vehicle through which customers can express themselves and their individuality. So much that when customers break out into an Apple Store Dance, employees just cheer them on.

Increase quality time together

"Since first opening its doors, Chick-fil-A has valued quality time together. From building relationships with guests, to encouraging shared moments between friends and families, togetherness has been at the core of our business." And while we may never be able to get back time, Chick-fil-A strives to make the time we have, and the moments we share together, more meaningful.

Unleash the joy of creation and the pride of building

As LEGO puts it: "We are in the business of Play." And through play, children learn about themselves, others, and the world around them, while also developing important skills like creativity and imagination. When children are able to create something from their minds, their confidence grows and, in turn, they proudly share their creations with everyone in their lives. As a result, families come closer together and parents know that they are raising happy confident children who will have the skills needed to adapt to an ever changing world.

Broaden perspectives by evoking feelings of empathy and joy

As Greg Peters, Netflix COO said: "Storytelling is an important part of what it means to be human" and when people are transported into another world, they "build empathy, understanding, proximity, and reduce prejudice." But all that only happens if the content you provide is:

• Accessible: Streaming breaks down traditional barriers so that people are not just exposed to what is popular but also what speaks to them indivdually.
• Authentic: Stories have a look and feel that you only get when they actually come from around the world.
• High-quality: The quality should be high enough to be considered top-notch by the most discerning nations in the world in order to not break the spell.

Create a deeper, less distracted experience of the world and its wild places

Alpinism is at the heart of Patagonia as they strive to honor the silent sports that don't require a motor or a cheering crowd. It is in these sports, that fulfillment comes from moments of connection between the human spirit and nature. At Patagonia, each product is meant to enable you to explore wild places and embrace simplicity.

"The rock climber becomes a master when he can leave his big wall gear at the base, when he so perfects his skill that he can climb the wall free, relying on his skill and the features of the rock." —  Founder Yvon Chouinard

Create the home of a loving parent

Being a child in a loving home is a wonderful thing. There is nothing to worry about. Your food is there for you when you're hungry; lights are changed without thinking about it; and if there's a cause for concern, your mother would say "I'm here for you" and fix the problem. What she wouldn't say is "I'll have to call the manager about that" or try to put the blame on you.

So when crafting their guest experience, which is referred to as the Mystique, The Ritz-Carlton focused on creating an environment where:

• Everything is under control
• Every need is taken care of
• Any problem is resolved right away

Ensure the freedom to explore and enjoy life's opportunities

Air travel at first was reserved for the elite—those who could afford "the freedom to go, see, and do at a moment's notice." With a founding vision to democratize the skies, Southwest wants to ensure that no one ever misses out on any of life's opportunities that travel has to offer.

While Southwest's commitment to low fares makes flying accessible, their hospitality makes the adventure enjoyable. People were now free to do and enjoy what matters most in life—they were now "free to move about the country."

Create moments of connection

Baristas knowing your name and order while also adding a personalized note on your cup was only a piece of what Howard Schultz had in mind when he was crafting the Starbucks Experience. He envisioned every cup of coffee being an opportunity for customers to connect with one another. As he saw it, coffee is a great conduit to conversation and social interaction, and he wanted to create a place between home and work where people can come, relax, share a moment with each other, and feel like they are part of a community.

"When our customers feel this sense of belonging, our stores become a haven, a break from the worries outside, a place where you can meet with friends. It’s about enjoyment at the speed of life—sometimes slow and savored, sometimes faster. Always full of humanity."

Create a sense of discovery and camaraderie

Walk into a Trader Joe's and you are meant to feel like an "honored guest" in a land of fun and adventure filled with "unexpected products" and "cheap thrills." Shoppers don't go to Trader Joe's just for a quick purchase of milk and eggs, but instead to take their time to explore, to try new things, and to talk to warm and friendly people.

The laid-back atmosphere allows people to feel comfortable to initiate conversations with strangers and become instant friends because they are connected by the fact that this is 'their Trader Joe's neighborhood store.'

Inspire and encourage people to take action on their financial future through interacting with their bank

The Umpqua Bank experience was built on a legacy of community banking and helping others succeed. Building on top of this, former CEO Ray Davis wanted to create an inviting space for the community where people could stop in for a while, hang out, or host an event—and if they wanted to do some banking, they could do that too with the help of a knowledgeable advisor.

Create feelings of WOW-ful happiness

If you ask yourself, 'What is your goal in life?,' what would you say? Now, with that answer in mind, ask yourself 'Why?'

Zappos Co-founder Tony Hsieh believed that if you ask yourself 'Why?' just enough times, everyone will arrive at the same answer: To be happy.

If life is than about finding happiness, Zappos wants to find ways to deliver happiness to each customer. Their mission is to make every moment with Zappos a WOW moment and every interaction an opportunity to build lifelong relationships. As Tony has said: "If you really just think about how to make customers happy and how to make employees happy, that actually, in today’s world, ends up being good for business."