Category: Culture

Understanding Motivation: Using Maslow’s Hierarchy of Needs to Foster Better Business Relationships

In this Fishbowl, we heard from Chip Conley, the founder and former CEO of America’s Joie de Vivre Hospitality and the Strategic Advisor for Hospitality and Leadership at Airbnb. Conley explained how applying psychology to understand his stakeholders’ motivations helped him:

  • Create a joyful workplace for himself and his employees
  • Make his customers more delighted and loyal
  • Create the conditions for legacy and financial success to the approval of his investors

How to Deliver an Extraordinary Customer Experience

Cultivating meaningful relationships with customers is part of being a Small Giant. However, what separates a Small Giant from others, is their ability to embed customer service into their culture. imageOne, a document lifecycle management company, has created a culture of customer service that has generated millions in revenue. In this fishbowl, you will learn from imageOne Co-founder, Joel Pearlman, on how to systematize and quantify customer service in your organization:

Key Takeaways

  • Why extraordinary customer service starts with an extraordinary culture
  • How to create a customer centric culture – the imageOne way
  • How to quantify exceptional customer service (and use this as a differentiator from your competitors)
  • How to anticipate customer needs and build genuine relationships
  • Learn innovative ways to get new referrals

Right Projects and Right People