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.
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