Peak: How Great Companies Get Their Mojo from Maslow Revised and Updated

Proven prescriptions that transform organizations reformulated for the sharing economy

"It′s one thing to read about an approach to business that seems both practical and admirable. It′s a whole different matter when you see it practiced and work miraculously. I was fortunate to experience both the power of Peak and the power of Chip′s leadership presence as we grew Airbnb together from 2013 2017."
Joe Gebbia, cofounder and Chief Product Officer, Airbnb

"Peak was influential to me because it made me think more clearly about the needs of our customers, investors, and employees individually."
Ben Silbermann, cofounder and CEO, Pinterest

"I admire Chip because he has organized his life around his passions and turned those passions into a story, a thriving enterprise, and a leadership philosophy that marries psychology with business. Peak is a compelling peek into the magic he made at both Joie de Vivre and Airbnb."
Blake Mycoskie, founder and Chief Shoe Giver, TOMS

"Chip Conley′s Peak reminds us what′s most meaningful is creating positive, uplifting outcomes for human experiences and human relationships. Business, like life, is all about how you make people feel and Chip and his businesses are a master at making people feel good."
Danny Meyer, founder, Union Square Hospitality Group and Shake Shack

"Peak is about how we can bring out the best in people at work. Chip Conley has done that at both Joie de Vivre and Airbnb, and he makes a convincing case for karmic capitalism: what goes around really does come around."
Adam Grant, New York Times bestselling author of Originals and Give and Take, and coauthor of Option B

In the ten years since the first edition of Peak introduced Chip Conley′s powerful strategy, it has been adopted by organizations spanning six continents in just about every industry, including the global hospitality disruptor and influencer, Airbnb. This Revised and Updated edition of the celebrated guide to inspiring and enabling human potential reintroduces today′s business leaders to the Peak approach through its most recent advances and success stories. Everyone from start–up entrepreneurs to managers at Fortune 500 companies can readily apply the actionable prescriptions inside to not only unlock their own potential but also all the greatness in those around them. By tapping into the psychology behind Abraham Maslow′s hierarchy of needs, the Peak effect empowers all your relationships at work and at home.

Foreword xi

Introduction xiii

Preface xxi

PART ONE: MASLOW AND ME

1 Toward a Psychology of Business 3

2 Karmic Capitalism 17

3 The Relationship Truths 31

PART TWO: RELATIONSHIP TRUTH 1: THE EMPLOYEE PYRAMID

4 Creating Base Motivation 45

5 Creating Loyalty 61

6 Creating Inspiration 77

PART THREE: RELATIONSHIP TRUTH 2: THE CUSTOMER PYRAMID

7 Creating Satisfaction 99

8 Creating Commitment 119

9 Creating Evangelists 135

PART FOUR: RELATIONSHIP TRUTH 3: THE INVESTOR PYRAMID

10 Creating Trust 159

11 Creating Confidence 175

12 Creating Pride of Ownership 187

PART FIVE: PUTTING THE TRUTHS INTO ACTION

13 The Heart of the Matter 201

14 Peak Leadership Practices 215

15 Creating a Self–Actualized Life 235

Appendix: Peak Managerial Assessment 247

Notes 251

References 259

Acknowledgments 267

The Author 271

Index 273

CHIP CONLEY is founder and former CEO of Joie de Vivre Hospitality and Strategic Advisor for Hospitality and Leadership at Airbnb. Entrepreneur, disruptive business rebel, and social change agent, he is The New York Times bestselling author of Emotional Equations and a recipient of the hospitality industry′s highest honor, the Pioneer Award.