CHIP CONLEYFounder of Joie de Vivre Hotels

Author of PEAK + Emotional EquationsFounder of FEST300

Helping Your Nonprofit Operate at PEAK Performance

Life, and work, is all about where you pay your attention.

Just as people experience varying levels of fulfillment …

… so do organizations.

CALLING

CAREER

JOB

My Calling in Life?

CreateCreate

You Are Where You SleepYou Are Where You Sleep

“Identity Refreshment”

1. Unique Corporate

Culture

2. Enthusiastic Staff

3. StrongCustomerLoyalty

4. Profitable +Sustainable

Business

The Service Profit Chain: Karmic Capitalism

By 2001 JDV was flying high.

ESTEEM

SOCIAL / BELONGING

SAFETY

PHYSIOLOGICAL

Maslow’s Hierarchy of Needs

SELF- ACTUALIZATION

Where Peak Experiences Occur

What Does a Self-Actualized OrganizationLook Like?

FEELING LIKE A VIP

RESPONSIVE STAFF SERVICE

A QUIET AND SAFE ROOM

A COMFORTABLE AND CLEAN BED

Hotel Hierarchy of Needs

IDENTITY REFRESHMENT

Self Actualization

Physical

Safety

Social Belonging

Esteem

Transformation

TRANSFORMSelf-Actualization

SUCCEEDSocial / Belonging +

Esteem

SURVIVEPhysiological + Safety

Employee

TRANSFORM

SUCCEED

SURVIVE

Creates InspirationMEANINGCalling

Creates LoyaltyRECOGNITIONCareer

Creates Motivation

MONEYJob

Creates EvangelismUNRECOGNIZED NEEDS

TRANSFORM

Customer

Creates CommitmentDESIRES

SUCCEED

Creates Satisfaction

EXPECTATIONS

SURVIVE

Investor/Donor

Creates Pride of OwnershipLEGACY

TRANSFORM

Creates ConfidenceRELATIONSHIP ALIGNMENT

SUCCEED

Creates TrustTRANSACTION ALIGNMENT

SURVIVE

UNRECOGNIZEDNEEDS

DESIRES

EXPECTATIONS

Customer

MEANING

RECOGNITION

MONEY

Employee

LEGACY

RELATIONSHIP ALIGNMENT

TRANSACTION ALIGNMENT

Investor/Donor

Unique Corporate

Culture

Enthusiastic Staff

StrongCustomer

LoyaltyProfitable +Sustainable

Business

Peak Performing Organizations Consciously Using Maslow

Nonprofit Leaders Operating at PEAK Performance

1. Create an organizational Culture that is a magnet for good people and great practices.

2. Realize that it's the Meaning that drew their Employees, but Money and Recognition is what allows them to stay.

3. Stabilize the base of the Customer pyramid but are constantly brainstorming about how to mind-read their unrecognized needs.

4. Assure that they're transactionally aligned with their Boards, but use the Organization's Legacy as the inspirational carrot.

Creating Peak Experiences Creates Peak Performance

Seek the PeakSeek the Peakchipconley.com