Renowned hotelier and author Chip Conley demonstrates how to transform the workplace via the three key relationships in business. Discussing the theory from his latest book, Peak: How Great Companies Get Their Mojo from Maslow, he illustrates how to create peak experiences. Chip shares examples of companies that apply his theory, from Apple to Whole Foods Market.

2. PEAK!
How Great Companies Get Their
Mojo From Maslow!
Chip Conley Webinar!
2011/03/15!

3. Your host! Our guest!
Daniel Debow! Chip Conley!
co-CEO, Rypple! Founder, Joie de Vivre!
rypple.com! jdvhotels.com!

4. PEAK
How Great Companies Get Their Mojo from Maslow
Chip Conley
Founder & Executive Chairman
Joie de Vivre

5. Life, and business,
is all about
where you pay
your attention.

6. Just as people experience varying levels of fulfillment…

8. …so do companies.

10. CALLING
CAREER
JOB

11. My calling in life?
Create Joie de Vivre!

13. You are…
where you sleep.

14. Boutique hotels are mirrors for the aspirations of their
customers and create an “Identity Refreshment”
Psychographics vs. Demographics

15. We grew into one of the three most prominent boutique hoteliers
!
in the U.S. with 20 properties by the year 2000.

16. “Service Profit Chain”
Developing
Strong Customer
Loyalty
3 Maintaining a
Building an Profitable &
Enthusiastic Staff Sustainable Business
2 4
Creating a Unique
Corporate Culture
1
Joie de Vivre Heart : Karmic Capitalism

17. By early 2001, JDV was flying high.

21. Joie de Vivre = Self Actualization
Where “peak
SELF experiences”
ACTUALIZATION occur!
ESTEEM
SOCIAL / BELONGING
SAFETY
PHYSIOLOGICAL
MASLOW’S HIERARCHY OF NEEDS PYRAMID

22. If humans aspire to self-actualization, why can’t companies
— which are really just a collection of people —
aspire to this peak, too?
WHAT DOES A SELF-ACTUALIZED
COMPANY LOOK LIKE?

23. IDENTITY SELF
REFRESHMENT ACTUALIZATION
FEELING LIKE A VIP ESTEEM
RESPONSIVE STAFF SERVICE SOCIAL/BELONGING
A QUIET AND SAFE ROOM SAFETY
A COMFORTABLE AND CLEAN BED PHYSICAL
HOTEL HIERARCHY OF NEEDS PYRAMID

24. TRANSFORM
(Self-Actualization)
SUCCEED
(Social /Belonging & Esteem)
SURVIVE
(Physiological & Safety)
TRANSFORMATION PYRAMID

25. CREATES:
MEANING INSPIRATION
(Transform)
RECOGNITION LOYALTY
(Succeed)
BASE
MONEY MOTIVATION
(Survival)
EMPLOYEE RELATIONSHIP TRUTH

26. CREATES:
CALLING MEANING INSPIRATION
(Transform)
CAREER RECOGNITION LOYALTY
(Succeed)
BASE
JOB MONEY MOTIVATION
(Survival)
EMPLOYEE RELATIONSHIP TRUTH

27. CREATES:
MEETS EVANGELISM
UNRECOGNIZED
NEEDS
(Transform)
MEETS DESIRES COMMITMENT
(Succeed)
MEETS EXPECTATIONS SATISFACTION
(Survival)
CUSTOMER RELATIONSHIP TRUTH

28. CREATES:
LEGACY PRIDE OF OWNERSHIP
(Transform)
RELATIONSHIP ALIGNMENT CONFIDENCE
(Succeed)
TRANSACTION ALIGNMENT TRUST
(Survival)
INVESTOR RELATIONSHIP TRUTH

29. CUSTOMER TRUTH
CREATES:
Peak Experiences Relationship
Create Meets Truths
Peak Performance Unrecognized Evangelism Pyramid
Needs
Meets
Commitment
Desires
Meets Satisfaction
Expectations
CREATES: CREATES:
Pride of Ownership
Inspiration Legacy
Meaning
Relationship
Confidence
Loyalty Recognition Alignment
Base Transaction
Money Trust
Motivation
Alignment
EMPLOYEE TRUTH INVESTOR TRUTH

30. CUSTOMER TRUTH
CREATES:
Peak Experiences Relationship
Create Meets
Evangelism
Truths
Peak Performance Unrecognized Pyramid
Needs
Meets Commitment
Desires
Meets Satisfaction
Expectations
CREATES: CREATES:
Developing
Strong Customer
Inspiration Loyalty Pride of Ownership
Maintaining a
3
Building an Profitable & Legacy
Meaning Enthusiastic Staff Sustainable
2 Business
4
Relationship
Loyalty Creating a Unique Confidence
Recognition Alignment
Corporate Culture
1
Base
Motivation Money Transaction Trust
Alignment
EMPLOYEE TRUTH INVESTOR TRUTH

31. OTHER PEAK PERFORMING ORGANIZATIONS
Consciously using Maslow…

32. “Creating Peak
Experiences Creates
Peak Performance.”
Conventional wisdom is wrong:
(1) money isn’t the primary
motivator for employees; (2)
customers don’t stay loyal
when purely “satisfied”; and (3)
many investors have needs
beyond ROI. Loyalty is created
at the peak of each pyramid.!

33. Seek
the
Peak !
www.chipconley.com!
www.jdvhotels.com!

34. Join the
PEAK
Community
www.peakorganizations.com

35. Want an easy way to use Chip’s best
practices in your workplace?
Try Rypple today!
Contact us to learn how:
events@rypple.com

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