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
Preface.PART ONE: MASLOW AND ME.1: Toward a Psychology of Business.2: Karmic Capitalism.3: The Relationship Truths.PART TWO: RELATION SHIP TRUTH 1 : THE EMPLOYEE PYRAMID.4: Creating Base Motivation.5: Creating Loyalty.6: Creating Inspiration.PART THREE: RELATIONSHIP TRUTH 2 : THE CUSTOMER PYRAMID.7: Creating Satisfaction.8: Creating Commitment.9: Creating Evangelists.PART FOUR: RELATIONSHIP TRUTH 3 : THE INVESTOR PYRAMID.10: Creating Trust.11: Creating Confidence.12: Creating Pride of Ownership.PART FIVE: PUTTING THE TRUTHS INTO ACTION.13: The Heart of the Matter.14: Creating a Self-Actualized Life.References.Acknowledgments.The Author.Index.
Author Biography
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.
