Chip Conley - Peak: how great companies get their mojo from Maslow

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Table of Contents

MORE PRAISE FORPEAK

I love the Joie de Vivre heart icon that Chip uses to illustrate how a passionate corporate culture breeds happy employees, which leads to satisfied customers, which results in a profitable and sustainable business.

Sir Richard Branson, founder and chairman, Virgin Group Ltd.

Thoroughly engaging and full of useful ideas to create peak performance. Practical wisdom at its best, providing vivid examples plus personal experience to help leaders get terrific results.

Warren Bennis, distinguished professor of management at the University of Southern California and author of On Becoming aLeader

Within this engrossing, inspiring, and all-around wonderful book is the gripping story of an extraordinary company facing the most trying circumstances imaginable and emerging stronger than ever. If you want to build a great business, work in a great business, or simply understand what greatness in business is all about, you need to read Peak.

Bo Burlingham, editor-at-large of Inc. and author of Small Giants: Companies That Choose to Be Great Instead of Big

Chip Conley has captured something special here. Peak shows how to apply fundamental human principles toward building a great company and offers poignant insights for all leaders.

John Donahoe, CEO of eBay

This is a book that I will enthusiastically recommend to my friends and colleagues.

Fred Reichheld, author of The Ultimate Question, Loyalty Rules, and The Loyalty Effect

What do Yvon Chouinard, Timothy Leary, and a company where one third of the employees clean toilets for a living have in common? As brilliant entrepreneur Chip Conley will teach you in this groundbreaking book: Abraham Maslow. Essential reading for anyone trying to create an organization with meaning.

Seth Godin, author of Purple Cow and Tribes

Chips book is a rare combination of poignant story, potent theory, and prescriptive action stepsit is applicable to both public and private sector work.

Gavin Newsom, mayor of San Francisco

Chip Conley proves that Abraham Maslows brilliant theories regarding work and leadership cannot only be applied in the real world but, when embraced, often lead to enormous competitive advantages. Chips book is an instructive guide for any leader who seeks to build enlightened organizations that tap the potential of employees and capture the hearts and minds of customers and shareholders.

Deborah Collins Stephens, coauthor of Maslow on Management and The Maslow Business Reader and co-founder of The Center for Innovative Leadership

Chip Conleys book is a perfect combination: part personal story, part business theory, and part how-to instruction. Peak combines head, heart, and soul for todays aspiring business leader. Dont just read this bookdo it!

Alan M. Webber, former editorial director, Harvard BusinessReview, co-founding editor, Fast Company, and author, Rules ofThumb

Strategy? Got one. Tactics? Check. But theres one more key element without which you wont get anywhere: Motivation. Peak will show you how to create motivated employees, customers, and investors, and tells the story of how one spectacular entrepreneur does it by treating people rightand how they return the favor.

Chris Anderson, editor-in-chief, Wired magazine and author, The Long Tail and Free

To Abraham H. Maslow, whose lifetime of learning offered a precious gift to the world.

And to my Joie de Vivre crew, who seek the peak with me every day.

FOREWORD

I first met Chip Conley at an event where we were both speaking in 2007, just one year before we hit $1 billion in gross merchandise sales at Zappos.com. When he presented his concepts from Peak, I was instantly struck with how similar our philosophies about building a brand and business were. I later found out that we were both passionate students of the field of positive psychologyessentially, the science of happinessand that we had both applied our learning to our respective businesses as well as our personal lives. I felt like we were kindred spirits.

At Zappos, our goal is to wow our customers, our employees, our vendors, and ultimately our investors. We strive to deliver the very best customer service and customer experience, and ultimately our brand is about delivering happiness to the world. Our hope is that ten years from now, people wont even realize that we started selling shoes online, and perhaps twenty to thirty years from now, there may even be a Zappos Airlines thats focused on just delivering the very best customer experience.

Our number one priority at Zappos is company culture. Our belief is that if we get the culture right, then most of the other stuff, like building a long-term enduring brand, delivering great service, and finding passionate employees and customers, will happen naturally on its own.

Building a brand today is very different from building a brand fifty years ago. It used to be that a few people got together in a room, decided what the brand positioning was going to be, and then spent a lot of money buying advertising telling people what their brand was. And if you were able to spend enough money, then you were able to build your brand.

Today, what you do and who you are matter much more than what you say. Your brand is the combination of everyones experience with your company, which is ultimately a byproduct of your companys culture.

A companys culture and a companys brand are really just two sides of the same coin. The brand may lag the culture at first, but eventually it will catch up. At the end of the day, every brand is basically a short cut to emotions. All of the worlds greatest enduring brands ultimately appeal to one or more human emotion. Peak provides a great framework for thinking about how to accomplish that.

One of our core values at Zappos is to Pursue Growth and Learning, so we offer many different classes to help our employees grow both personally and professionally. We are such a fan of Chips work that Peak has become required reading for many of our employees, and our training team now offers a class specifically designed to cover all the concepts from the book that you are now holding in your hands.

Every employee and visitor to our headquarters in Las Vegas is offered a free copy of Peak, and we even have posters on the walls of our headquarters in Las Vegas to serve as a daily reminder to our employees to always keep Chips modified version of Maslows Hierarchy in mind.

If youre interested in building an enduring brand and business, this book will be one of the best investments youll ever make. I encourage you to do what weve done at Zappos: get a copy for each and every one of your employees. This book is one of the rare few that can help you and your employees grow both personally and professionally.

Tony Hsieh, CEO of Zappos.com (ceo@zappos.com)

p.s. If youre ever in the Las Vegas area, I would like to invite you to come and tour our headquarters to observe firsthand many of the concepts from

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