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