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How Great Companies Get Their Mojo from Maslow

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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.

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How Great Companies Get Their Mojo from Maslow

  1. 1. PEAK!How Great Companies Get Their Mojo From Maslow! Chip Conley Webinar! 2011/03/15!
  2. 2. Your host! Our guest! Daniel Debow! Chip Conley!co-CEO, Rypple! Founder, Joie de Vivre! rypple.com! jdvhotels.com!
  3. 3. PEAKHow Great Companies Get Their Mojo from Maslow Chip Conley Founder & Executive Chairman Joie de Vivre
  4. 4. Life, and business, is all about where you pay your attention.
  5. 5. Just as people experience varying levels of fulfillment…
  6. 6. …so do companies.
  7. 7. CALLINGCAREER JOB
  8. 8. My calling in life?Create Joie de Vivre!
  9. 9. You are… where you sleep.
  10. 10. Boutique hotels are mirrors for the aspirations of their customers and create an “Identity Refreshment” Psychographics vs. Demographics
  11. 11. We grew into one of the three most prominent boutique hoteliers ! in the U.S. with 20 properties by the year 2000.
  12. 12. “Service Profit Chain” Developing Strong Customer Loyalty 3 Maintaining a Building an Profitable & Enthusiastic Staff Sustainable Business 2 4 Creating a Unique Corporate Culture 1Joie de Vivre Heart : Karmic Capitalism
  13. 13. By early 2001, JDV was flying high.
  14. 14. Joie de Vivre = Self Actualization Where “peak SELF experiences” ACTUALIZATION occur! ESTEEM SOCIAL / BELONGING SAFETY PHYSIOLOGICALMASLOW’S HIERARCHY OF NEEDS PYRAMID
  15. 15. 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?
  16. 16. 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 PHYSICALHOTEL HIERARCHY OF NEEDS PYRAMID
  17. 17. TRANSFORM (Self-Actualization) SUCCEED(Social /Belonging & Esteem) SURVIVE (Physiological & Safety)TRANSFORMATION PYRAMID
  18. 18. CREATES: MEANING INSPIRATION (Transform) RECOGNITION LOYALTY (Succeed) BASE MONEY MOTIVATION (Survival)EMPLOYEE RELATIONSHIP TRUTH
  19. 19. CREATES: CALLING MEANING INSPIRATION (Transform) CAREER RECOGNITION LOYALTY (Succeed) BASEJOB MONEY MOTIVATION (Survival) EMPLOYEE RELATIONSHIP TRUTH
  20. 20. CREATES: MEETS EVANGELISM UNRECOGNIZED NEEDS (Transform) MEETS DESIRES COMMITMENT (Succeed) MEETS EXPECTATIONS SATISFACTION (Survival)CUSTOMER RELATIONSHIP TRUTH
  21. 21. CREATES: LEGACY PRIDE OF OWNERSHIP (Transform) RELATIONSHIP ALIGNMENT CONFIDENCE (Succeed) TRANSACTION ALIGNMENT TRUST (Survival)INVESTOR RELATIONSHIP TRUTH
  22. 22. 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 TrustMotivation Alignment EMPLOYEE TRUTH INVESTOR TRUTH
  23. 23. 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 BaseMotivation Money Transaction Trust Alignment EMPLOYEE TRUTH INVESTOR TRUTH
  24. 24. OTHER PEAK PERFORMING ORGANIZATIONS Consciously using Maslow…
  25. 25. “Creating Peak Experiences Creates Peak Performance.”Conventional wisdom is wrong: (1) money isn’t the primary motivator for employees; (2) customers don’t stay loyalwhen purely “satisfied”; and (3) many investors have needsbeyond ROI. Loyalty is created at the peak of each pyramid.!
  26. 26. Seek the Peak !www.chipconley.com!www.jdvhotels.com!
  27. 27. Join the PEAK Communitywww.peakorganizations.com
  28. 28. Want an easy way to use Chip’s best practices in your workplace? Try Rypple today! Contact us to learn how: events@rypple.com
  29. 29. !"#$%&"()*+,&)-,%#.+"#)

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