Foreword ix Preface to the Updated Edition xi
Preface xiii
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
References 245
Acknowledgments 253
The Author 257
Index 259
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 andwww.peak-book.com
Despite using the word "mojo" in the subtitle and citing
inspiration he received from 1960s counterculture icon Timothy
Leary, this guide to better management isn't for hippies. Yes,
Conley started the California boutique hotel chain Joie de Vivre
Hospitality with the Phoenix Hotel, once a haven for faded rock
stars. And yes, he quotes liberally from "rebel" CEOs who surf. But
Conley's book is packed with thoughtful, instructional stories and
advice for entrepreneurs as well as Fortune 500 managers, gleaned
from his own experience as well as other business books. At the
center of this confessional how-to is psychologist Abraham Maslow's
hierarchy of needs, a pyramid that ranks human needs from base to
self-actualizing. Used as the basis for employee, customer and
stakeholder satisfaction, Conley contends, it can transform a
business and its people. Though Stephen Covey and Peter Drucker
have looked to Maslow before, Conley describes how using the
pyramid saved his company from bankruptcy when the dot-com bubble
burst. Conley is most successful when he expresses his ideas in
numbered lists rather than the wordy passages that slow down the
beginning. On the whole, though, his advice is inspiring and
accessible. (Sept.) (Publishers Weekly, July 23, 2007) "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
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