Table of Contents

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

About the Author

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.