Chip Conley’s book PEAK is stacked full of ideas to create happy and passionate work environments in order to attract and engage the top talent in any marketplace, develop a loyal customer base and build a profitable and sustainable business.
What makes it different in my view is that he focuses on measurable ways to make the ‘intangible tangible’. He refers to the intangible as being the peak experiences customers, employees and investors have with great companies which inspire loyalty, brand status and ultimately foster peak performance for the companies themselves.
Chip is Founder and CEO of Joie De Vivre Hospitality, California’s largest boutique hotel company, consisting of over 40 award winning hotels, restaurants and bars. He says that 94% of world leaders think that the intangibles are important in business, yet only 5% have a way of measuring them.
Using Maslow as his inspiration, he created a new ‘Psychology of Business’ based not on just meeting the tangible, foundational needs of his stakeholders but, more importantly, focusing on the intangible, self-actualising needs.
Here are some of the points and tips he discusses:
Link to his talk http://enviable.wpengine.com/enviable-video/