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PEAK, 2nd Edition

Book Description

Proven principles for sustainable success, with new leadership insight

PEAK is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once, but twice. Author Chip Conley, founder and former CEO of one of the world’s largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need. And years later, when the young founders of Airbnb asked him to help turn their start-up home sharing company into a world-class hospitality giant, Conley once again used the principles he’d developed in PEAK. In the decade since this book's first edition, Conley's PEAK strategy has been developed on six continents in organizations in virtually every industry. The author’s foundational premise is that great leaders become amateur psychologists by understanding the unique needs of three key relationships—with employees, customers, and investors—and this message has resonated with every kind of leader and company including some of the world’s best-known, from Apple to Facebook. Avid users of PEAK have found that the principles create greater loyalty and differentiation with their key stakeholders. This new second edition includes in-depth examples of real-world PEAK companies, including the author’s own at Airbnb, and exclusive PEAK leadership practices that will take you—and your company's performance—to new heights.

Whether you're at a startup or a Fortune 500 company, at a for-profit, nonprofit, or governmental organization, this book can help you and your people reach potential you never realized you had.

  • Understand how Maslow's hierarchy makes for winning business practices
  • Learn how PEAK drove some of today's top businesses to success
  • Help employees reach their full potential—and beyond
  • Transform the customer experience and keep investors happy

The PEAK framework succeeds because it elevates the business from the inside out. These same principles apply in the boardroom, the breakroom, and your living room at home, and have proven to be the foundation of healthy, fulfilled lives. Even if you think you're doing great, you could always be doing better—and PEAK gives you a roadmap to the next level.

Table of Contents

  1. Cover
  2. More Praise for Peak
  3. Title Page
  4. Copyright
  5. Dedication
  6. Foreword
  7. Introduction
  8. Preface
  9. Part One: Maslow and Me
    1. Chapter One: Toward a Psychology of Business
      1. A Brief Primer on Maslow
      2. Maslow in the Workplace
      3. Taking Maslow to Heart
      4. How This Book Is Organized
    2. Chapter Two: Karmic Capitalism
      1. The Workplace as a Mirror
      2. Why Are We So Focused on the Short Term?
      3. Satisfying Our Tendency Toward the Tangible
      4. The Pursuit of Happiness at Work
      5. Making the Hierarchy of Needs Tangible
    3. Chapter Three: The Relationship Truths
      1. Joie de Vivre's Web of Relationships
      2. The Value of Relationships in the Workplace
      3. Introducing the Relationship Truths
      4. The Power of the Pyramid
  10. Part Two: Relationship Truth 1: The Employee Pyramid
    1. Chapter Four: Creating Base Motivation
      1. The Base of the Employee Pyramid
      2. Google Is Peaking
      3. Bigger Than Money
      4. How Solid Is the Base of Your Pyramid?
    2. Chapter Five: Creating Loyalty
      1. Why Recognition Rules
      2. Creating a Culture of Recognition
    3. Chapter Six: Creating Inspiration
      1. A Swinging Company
      2. Why Meaning Has Become More Meaningful
      3. The Two Components of Meaning in the Workplace
      4. Creating Meaning in the Day-to-Day Work
  11. Part Three: Relationship Truth 2: The Customer Pyramid
    1. Chapter Seven: Creating Satisfaction
      1. Using the Hierarchy of Needs to Understand Your Customer
      2. The Nature of Customer Expectations
      3. Satisfaction Doesn't Create Loyalty
      4. Boutique Hotels as Disruptive Innovators
      5. Joie de Vivre on the Brink of Disaster
    2. Chapter Eight: Creating Commitment
      1. What Are Customer Desires?
      2. Using Technology to Meet Desires
      3. High-Tech, High-Touch Cultures
      4. Creating a Great Service Culture
    3. Chapter Nine: Creating Evangelists
      1. Peak's Apple and Harley-Davidson Customer Pyramids
      2. Creating Your Own Customer Pyramid
      3. Understanding the Unrecognized Needs of Your Customer
      4. Four Themes at the Top of the Customer Pyramid
  12. Part Four: Relationship Truth 3: The Investor Pyramid
    1. Chapter Ten: Creating Trust
      1. The Investor Pyramid Is Relevant to All Employees
      2. Are Investors Human?
      3. Attracting an Aligned Investor
      4. Creating Transactional Alignment
      5. The Definition of Effective Performance
    2. Chapter Eleven: Creating Confidence
      1. Emotionally Intelligent Investing
      2. From Transaction to Collaboration
      3. Creating an Emotional Connection with Investors
    3. Chapter Twelve: Creating Pride of Ownership
      1. How Big Is the Legacy Investor Market?
      2. Purpose Drives Profit
      3. Investing in Community Pays Off
  13. Part Five: Putting The Truths into Action
    1. Chapter Thirteen: The Heart of the Matter
      1. The Emergence of the Joie de Vivre Heart
      2. Creating Corporate Culture
      3. What's the Right Culture for Your Company?
      4. Bringing It All Together
    2. Chapter Fourteen: Peak Leadership Practices
      1. The Practices
    3. Chapter Fifteen: Creating a Self-Actualized Life
      1. Job, Career, Calling
      2. The Qualities of a Self-Actualized Person
      3. Using Pyramids to Set Priorities
      4. Climbing Higher
  14. Appendix: Peak Managerial Assessment
  15. References
  16. Acknowledgments
  17. The Author
  18. Index
  19. End User License Agreement