Chip Conley Keynotes - The Chip Conley keynotes explore the concept of happiness to better understand employees and...
Chip Conley begins his speech by recounting the story of Vivian, an employee from one of his first hotels, who inspired him to question the experience he was providing for consumers. Witnessing the emotional connection Vivian made with her coworkers and hotel guests, Conley recognized one of the simplest facts in business: we are all humans.
Borrowing from Maslow's hierarchy of needs, Chip Conley created the transformation pyramid to measure the happiness of customers and employees. Conley shares how the transformation pyramid enabled him to better understand the intangible needs of his customers and employees, leading his company to triple its profits between 2001 and 2008.