After fifteen years of rising to the pinnacle of the hospitality industry, Chip Conley's company was suddenly undercapitalized and overexposed in the post-dot.com, post-9/11 economy. For relief and inspiration, Conley, the CEO and founder of Joie de Vivre Hospitality, turned to psychologist Abraham Maslow's iconic Hierarchy of Needs. This book explores how Conley's company "the second largest boutique hotelier in the world" overcame the storm that hit the travel industry by applying Maslow's theory to what Conley identifies as the key Relationship Truths in business with Employees, Customers and Investors.
Part memoir, part theory, and part application, the book tells of Joie de Vivre's remarkable transformation while providing real world examples from other companies and showing how readers can bring about similar changes in their work and personal lives. Conley explains how to understand the motivations of employees, customers, bosses, and investors, and use that understanding to foster better relationships and build an enduring and profitable corporate culture.
About the Author
Chip Conley is the founder and CEO of Joie de Vivre Hospitality, California's largest boutique hotel company, consisting of over 40 award-winning hotels, restaurants, and spas. He is the author of The Rebel Rules and Marketing That Matters. Contact him at www.chipconley.com and www.peak-book.com.
Table of Contents
Preface to the Updated Edition xi
PART ONE: MASLOW AND ME 1
1 Toward a Psychology of Business 3
2 Karmic Capitalism 17
3 The Relationship Truths 33
PART TWO: RELATIONSHIP TRUTH 1: THE EMPLOYEE PYRAMID 45
4 Creating Base Motivation 47
5 Creating Loyalty 64
6 Creating Inspiration 81
PART THREE: RELATIONSHIP TRUTH 2: THE CUSTOMER PYRAMID 103
7 Creating Satisfaction 105
8 Creating Commitment 125
9 Creating Evangelists 142
PART FOUR: RELATIONSHIP TRUTH 3: THE INVESTOR PYRAMID 169
10 Creating Trust 171
11 Creating Confidence 188
12 Creating Pride of Ownership 201
PART FIVE: PUTTING THE TRUTHS INTO ACTION 215
13 The Heart of the Matter 217
14 Creating a Self-Actualized Life 231
The Author 257
What People are Saying About This
"Chip Conley gives a brilliant analysis of the absolute necessity of Maslow's hierarchical paradigm in unleashing the talent and commitment of customers, employees, owners—in fact, stakeholders. Great resource material for leaders, trainers, educators, even parents. Chip practices in his hotels what he teaches—most successfully!"
—Stephen R. Covey, author, The 7 Habits of Highly Effective People and The 8th Habit: From Effectiveness to Greatness
"Chip Conley presents a creative and thought-provoking new approach to running a business. He brilliantly applies Abraham Maslow's theories to management and provides insightful prescriptions that will help you gain peak performance in your company. Conley's depth and candor make this book a must-read for everyone who wants to improve their organization."
—Bill George, former CEO, Medtronic and author, Authentic Leadership and True North
"One of the best business books I've read. A unique combination of organized intelligence and creative insight. I guarantee it!"
—George Zimmer, CEO and chairman, Men's Wearhouse, Inc.
"Strategy? Got one. Tactics? Check. But there's one more key element without which you won't get anywhere: Motivation. Peak will show you how to create motivated employees, customers, and investors, and tells the story of how one spectacular entrepreneur does it by treating people right—and how they return the favor."
—Chris Anderson, editor-in-chief, Wired magazine and author, The Long Tail
"Chip Conley's book is a perfect combination: part personal story, part business theory, and part how-to instruction. Peak combines head, heart, and soul for today's aspiring business leader. Don't just read this book—do it!"
—Alan M. Webber, former editorial director, Harvard Business Review and co-founding editor, Fast Company
Most Helpful Customer Reviews
There is good, solid advice for how to improve your company by building deep satisfaction in the workers. I will likely return to this book to dig those nuggets out. But I didn't have patience for the author's style, which struck me as self-aggrandizing and tiresome.
Conley describes how his company, Joie De Vivre Hospitality, has applied Maslow's theory of human needs to achieve impressive success in the hotel history. His straightforward model is explained clearly and backed by the success he achieved even during the worst possible business environment. There are many books about creating a profitable company and many about the importance of corporate culture and people. What I like about this book is that it shows why and how the human factors impact the end results. I've noticed in this genre that everyone uses the same companies as examples, especially Southwest, Starbucks, Best Buy, and Enterprise. Is it merely that these are the hallmarks or is the market lacking examples of others that succeed through similar means? Joie De Vivre is certainly another success story and Chip Conley does cite a few others. If Maslow and the other thought leaders mentioned in this book (Goleman, Csikszentmihalyi, Buckingham, Covey, and Seligman) do provide a basis for success, we should see more and more success stories in the coming years.
Chip tells a great story of how you can use Maslow's hierarchy of needs in business situations. He explains how this helped his companies survive. He takes you from the highs of the dot-com era to post 911 drought from the eyes of a boutique Hotelier in Northern California. How can you provide Self Actualization the top of peoples needs to team members who clean hotel rooms? Chip provides a thought process that works.