Post on 17-Sep-2014
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ZAPPOS.COMDELIVERING HAPPINESSDOWNTOWN PROJECT
Downtown Project
CollisionsCommunityCo-Learning
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A Little About Me (Tony)
• 1994-1995: Pizza business in college
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A Little About Me (Tony)
• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising)Sold to Microsoft for $265 million
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A Little About Me (Tony)
• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising)Sold to Microsoft for $265 million
• 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
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A Little About Me (Tony)
• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising)Sold to Microsoft for $265 million
• 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
• 1999-Today: Zappos.com, Inc.
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A Little About Me (Tony)
• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising)Sold to Microsoft for $265 million
• 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
• 1999-Today: Zappos.com, Inc.
• 2009: Amazon acquires Zappos for $1.2 billion
• 2010: NYT bestseller Delivering Happiness published
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The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gro
ss S
ale
s $M
M
$1,000
800
600
400
200
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Customer Experience What do customers expect?
What do customers actually experience?
What emotions do customers feel?
What stories do they tell their friends?
How can culture create more stories and memories?
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the #1 priority
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the #1 priorityCULTURE
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the #1 priorityCULTURE
4 weeks of training
Culture book
$4000 offer
Hiring for culture
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CULTURE“Committable Core Values”
Don’t make your core values just a meaningless plaque on the wall…
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Example: Core Values
1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
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Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
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Clothing
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Customer Service
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Culture
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Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
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Delivering Happiness(customers and employees)
“People will forget what you said.People will forget what you did.
But people will never forget how you made them feel.”
-Maya Angelou
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Building Great
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CULTURE“Committable Core Values”
Don’t make your core values just a meaningless plaque on the wall…
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VISION
“Whatever you’re thinking, think bigger.”
Does the vision have meaning?
Chase the vision, not the money…
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VISION
“Don’t chase the paper, chase the dream.”
Sean Combs aka “Puff Daddy” to rapperBiggie Smalls aka “Notorious B.I.G.”
in Notorious
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Evolving vision and brand at Zappos.com
1999 Selection
2003 Customer Service
2005 Culture and core values as our platform
2007 Personal Emotional Connection
2009 Delivering Happiness
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Delivering Happiness - What’s Next?
Clothing
Customer Service
Company Culture
“a great brand is… ______”
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Zappos.com
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
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Las Vegas City Hall
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
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Nike
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
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http://static.panoramio.com/photos/original/400729.jpg
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Apple
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
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Doggy Day Care
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
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NYU Campus
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
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Downtown Vegas - Fremont East
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
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Downtown Vegas - Fremont East
http://www.lucyvegas.com/sites/default/files/griffin5.jpg
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Downtown Vegas - Fremont East
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Downtown Vegas - Fremont East
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
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Delivering Happiness - What’s Next?
Clothing
Customer Service
Company Culture
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Delivering Happiness - What’s Next?
Clothing
Customer Service
Company Culture
Community
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DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Real Estate
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DOWNTOWN PROJECT GOALS
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DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
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DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large City in the World
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DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large City in the World
The Co-Learning and Co-working Capital of the World
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)
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ROI vs. ROC and ROL
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)and institutionalizing ROL
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ROI vs. ROC and ROL
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)and institutionalizing ROL(Return On Luck) – Accelerating Serendipity
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THE BIG BET
Accelerating Collisions, Community, and Co-Learning
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THE BIG BET
Accelerating Collisions, Community, and Co-Learning
…will lead to…
Happiness, Luckiness,Innovation, and Productivity
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DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Real Estate
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$50M – Small Businesses
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$50M – Small Businesses
Criteria
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$50M – Small Businesses
Criteria Owner Operated - Passionate
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community Execution Ability
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at
Something
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at
Something Story-worthy
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Natalie
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Natalie
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Natalie
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Natalie
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Natalie
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Natalie
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Check Cashing
http://www.vegaschatter.com/files/100501/checks_cashed..jpg
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Check Cashing
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Sarah
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Sarah
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Sarah
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Shipping Containers
http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpg
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Shipping Container Park
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Shipping Container Park
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Shipping Container Park
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Shipping Container Park
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Bike Sharing
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$50M – Tech Startups
http://img-s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
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$50M – Tech Startups
http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576
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The City as a Startup
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
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$50M – Startups
http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
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$50M – Education, Arts, Culture
http://mikerossart.net/images/mikeross_enter.jpg
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$200M – Real Estate
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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WHEN CITIES DOUBLE IN SIZE…
Productivity and innovation per resident increases by 15%
(But not true for companies)
Accelerate serendipity -> Accelerate learning -> Accelerate productivity and innovation
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3 INGREDIENTS FOR SERENDIPITY
1. Residential density of 100 residents/acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
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HOW TO ACCELERATE LEARNING & INNOVATION
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
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DIFFERENT GROUPS COLLIDING
1. 2000 Zappos employees2. 1000 Teach For America corp members
and alumni3. Tech Startup Community4. Small Business Community5. Art and Music Communities6. Other Passion Communities7. Local Residents
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Company
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Companyas
Community is to a City
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Companyas
Community is to a CityValues
InnovationSerendipity
ParticipationUpward Mobility
Attracting Startups and the Creative Class
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Our Secret Weapon
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
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LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF…
Curated ContentSerendipity
LearningConnectionsCommunity
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Downtown Vegas Every Day
Curated ContentSerendipity
LearningConnectionsCommunity
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Downtown Vegas Monthly Cadence
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Downtown Vegas Monthly Cadence
Week 1 – First Friday Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion WeekWeek 4 – Catalyst Week
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Fashion Incubator – Stitch Factory
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Fashion Incubator – Stitch Factory
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/day
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
x 40 weeks/year
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
x 40 weeks/year= 1000 “collisionable” hours/year
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Jake – Flint and Tinder
http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-b.jpg
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/day
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year= 1000 “collisionable” hours/year
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Collisions, Community, Co-Learning
“Subscribe” toDowntown Vegas
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Collisions, Community, Co-Learning
1. 100 residents per acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
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Collisions, Community, Co-Learning
1. 100 residents per acre
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Collisions, Community, Co-Learning
1. 100,000
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Collisions, Community, Co-Learning
1. 100,000 “collisionable”
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per acre
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per acre per
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per acre per year
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per acre per year
2.3 collisionable hours per square foot
per year
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OUR BIG BET… 3 Guiding Principles
Accelerate:1.Collisions2.Community3.Co-Learning
And everything else will fall into place…(productivity, innovation, growth, happiness)
What will people say about downtown?
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“Downtown VegasWill Make You Smarter”
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
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ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT
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50% of Humans Live in Cities
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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75% Will Live In Cities in Our Lifetime
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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The 4-Minute Mile
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The 4-Minute Mile
http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG
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www.DowntownProject.com
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg