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Peak: How Great Companies Get Their Mojo from Maslow

Book Description

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.

Table of Contents

  1. Praise
  2. Title Page
  3. Copyright Page
  4. Dedication
  5. Foreword
  6. PREFACE TO THE UPDATED EDITION
  7. PREFACE
  8. PART ONE - MASLOW AND ME
    1. CHAPTER ONE - TOWARD A PSYCHOLOGY OF BUSINESS
      1. A BRIEF PRIMER ON MASLOW
      2. MASLOW IN THE WORKPLACE
      3. TAKING MASLOW TO HEART
      4. HOW THIS BOOK IS ORGANIZED
    2. CHAPTER TWO - KARMIC CAPITALISM
      1. THE WORKPLACE AS A MIRROR
      2. WHY ARE WE SO FOCUSED ON THE SHORT TERM?
      3. SATISFYING OUR TENDENCY TOWARD THE TANGIBLE
      4. THE PURSUIT OF HAPPINESS AT WORK
      5. MAKING THE HIERARCHY OF NEEDS TANGIBLE
    3. CHAPTER THREE - THE RELATIONSHIP TRUTHS
      1. JOIE DE VIVRE’S WEB OF RELATIONSHIPS
      2. THE VALUE OF RELATIONSHIPS IN THE WORKPLACE
      3. INTRODUCING THE RELATIONSHIP TRUTHS
      4. THE POWER OF THE PYRAMID
  9. PART TWO - RELATIONSHIP TRUTH 1: THE EMPLOYEE PYRAMID
    1. CHAPTER FOUR - CREATING BASE MOTIVATION
      1. THE BASE OF THE EMPLOYEE PYRAMID
      2. GOOGLE IS PEAKING
      3. BIGGER THAN MONEY
      4. HOW SOLID IS THE BASE OF YOUR PYRAMID?
    2. CHAPTER FIVE - CREATING LOYALTY
      1. WHY RECOGNITION RULES
      2. CREATING A CULTURE OF RECOGNITION
    3. CHAPTER SIX - CREATING INSPIRATION
      1. A “SWINGING” COMPANY
      2. WHY MEANING HAS BECOME MORE MEANINGFUL
      3. THE TWO COMPONENTS OF MEANING IN THE WORKPLACE
      4. CREATING MEANING IN THE DAY-TO-DAY WORK
  10. PART THREE - RELATIONSHIP TRUTH 2: THE CUSTOMER PYRAMID
    1. CHAPTER SEVEN - CREATING SATISFACTION
      1. USING THE HIERARCHY OF NEEDS TO UNDERSTAND YOUR CUSTOMER
      2. THE NATURE OF CUSTOMER EXPECTATIONS
      3. SATISFACTION DOESN’T CREATE LOYALTY
      4. BOUTIQUE HOTELS AS DISRUPTIVE INNOVATORS
      5. JOIE DE VIVRE ON THE BRINK OF DISASTER
    2. CHAPTER EIGHT - CREATING COMMITMENT
      1. WHAT ARE CUSTOMER DESIRES?
      2. USING TECHNOLOGY TO MEET DESIRES
      3. HIGH-TECH, HIGH-TOUCH CULTURES
      4. CREATING A GREAT SERVICE CULTURE
    3. CHAPTER NINE - CREATING EVANGELISTS
      1. PEAK’S APPLE AND HARLEY-DAVIDSON CUSTOMER PYRAMIDS
      2. CREATING YOUR OWN CUSTOMER PYRAMID
      3. UNDERSTANDING THE UNRECOGNIZED NEEDS OF YOUR CUSTOMER
      4. FOUR THEMES AT THE TOP OF THE CUSTOMER PYRAMID
  11. PART FOUR - RELATIONSHIP TRUTH 3: THE INVESTOR PYRAMID
    1. CHAPTER TEN - CREATING TRUST
      1. THE INVESTOR PYRAMID IS RELEVANT TO ALL EMPLOYEES
      2. ARE INVESTORS HUMAN?
      3. ATTRACTING ANALIGNED INVESTOR
      4. CREATING TRANSACTIONAL ALIGNMENT
      5. THE DEFINITION OF EFFECTIVE PERFORMANCE
    2. CHAPTER ELEVEN - CREATING CONFIDENCE
      1. EMOTIONALLY INTELLIGENT INVESTING
      2. FROM TRANSACTION TO COLLABORATION
      3. CREATING AN EMOTIONAL CONNECTION WITH INVESTORS
    3. CHAPTER TWELVE - CREATING PRIDE OF OWNERSHIP
      1. HOW BIG IS THE LEGACY INVESTOR MARKET?
      2. PURPOSE DRIVES PROFIT
      3. INVESTING IN COMMUNITY PAYS OFF
  12. PART FIVE - PUTTING THE TRUTHS INTO ACTION
    1. CHAPTER THIRTEEN - THE HEART OF THE MATTER
      1. THE EMERGENCE OF THE JOIE DE VIVRE HEART
      2. CREATING CORPORATE CULTURE
      3. WHAT’S THE RIGHT CULTURE FOR YOUR COMPANY?
      4. BRINGING IT ALL TOGETHER
    2. CHAPTER FOURTEEN - CREATING A SELF-ACTUALIZED LIFE
      1. JOB, CAREER, CALLING
      2. THE QUALITIES OF A SELF-ACTUALIZED PERSON
      3. USING PYRAMIDS TO SET PRIORITIES
      4. CLIMBING HIGHER
  13. REFERENCES
  14. Acknowledgements
  15. THE AUTHOR
  16. INDEX