Post on 14-Sep-2014
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ZAPPOS.COM
DELIVERING HAPPINESS
DOWNTOWN PROJECT
A BIT ABOUT ME (TONY)1994-1995: Pizza business in college
A BIT ABOUT ME (TONY)1994-1995: Pizza business in college1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
A BIT ABOUT ME (TONY)1994-1995: Pizza business in college1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
A BIT ABOUT ME (TONY)1994-1995: Pizza business in college1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.1999-Today: Zappos.com, Inc.
A BIT ABOUT ME (TONY)1994-1995: Pizza business in college1996-1998: 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
A BIT ABOUT ME (TONY)1994-1995: Pizza business in college1996-1998: 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 billion2010: NYT bestseller Delivering Happiness published
The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gros
s Sal
es $
MM
$1,000
800
600
400
200
THE #1 PRIORITY
THE #1 PRIORITY
CULTURETHE #1 PRIORITY
CLOTHING, CUSTOMER SERVICE, CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING
CLOTHING
CUSTOMERSERVICE
CULTURE
CLOTHING, CUSTOMER SERVICE, CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING
DELIVERING HAPPINESSCUSTOMERS & 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
BUILDING GREAT
INGREDIENT #1
Don’t make your core values just a meaningless plaque on the
wall…
CULTURECOMMITABLE CORE
VALUES
EXAMPLE: CORE VALUES1. 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
“Be real and you have nothing to fear”
Don’t try to be someone you are not
Parades at Zappos…
YOUR CULTUREIS YOUR BRAND
“That’s great…
“That’s great…
but it would never work at my
company…”
ALIGNMENTIt doesn’t matter what your core
values are…as long as you commit to them.
INGREDIENT #2
VISION“Whatever you’re thinking, think
bigger.”Does the vision have meaning?
Chase the vision, not the money…
Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
“Don’t chase the paper, chase the dream.”
ENTREPRENEURS
“What would you be passionate about doing for 10 years even if you never made a dime?”
EMPLOYEES
What’s the larger vision and greater purpose in
their work beyond money or profits?
MOTIVATION
MOTIVATIONVS
MOTIVATION
INSPIRATION
VS
VISION & CULTURE
PASSION & PURPOSE
INSPIRE
EVOLVINGVISION & BRAND AT
ZAPPOS.COM1999 Selection2003 Customer Service2005 Culture and core values as our platform2007 Personal Emotional Connection2009 Delivering Happiness
ClothingCustomer ServiceCompany Culture
“a great brand is… ______”
WHAT’S NEXTDELIVERING HAPPINESS
ZAPPOS.COM
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
LAS VEGAS CITY HALL
LAS VEGAS CITY HALL
APPLE
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
NIKE
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
http://static.panoramio.com/photos/original/400729.jpg
DOGGY DAY CARE
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
NYU CAMPUS
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
DOWNTOWN VEGASFREMONT EAST
DOWNTOWN VEGASFREMONT EAST
http://www.lucyvegas.com/sites/default/files/griffin5.jpg
DOWNTOWN VEGASFREMONT EAST
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
DOWNTOWN VEGASFREMONT EAST
DELIVERING HAPPINESSWHAT’S NEXT?
ClothingCustomer ServiceCompany Culture
DELIVERING HAPPINESSWHAT’S NEXT?
ClothingCustomer ServiceCompany CultureCommunity
DOWNTOWN PROJECT
COLLISIONSCO-LEARNING
CONNECTEDNESS
DOWNTOWN PROJECT$350M
$50M – Small businesses$50M – Tech Startups$50M – Education, Arts, Culture$200M – Real Estate
DOWNTOWN PROJECTGOALS
DOWNTOWN PROJECTGOALS
• Live/Work/Play – Walking Distance
DOWNTOWN PROJECTGOALS
• Live/Work/Play – Walking Distance
• The Most Community-Focused Large City in the World
DOWNTOWN PROJECTGOALS
• Live/Work/Play – Walking Distance
• The Most Community-Focused Large City in the World
• The Co-Learning and Co-working Capital of the World
DOWNTOWN PROJECTREFRAMING “COMMUNITY”
DOWNTOWN PROJECTREFRAMING “COMMUNITY”
• COLLISIONS
DOWNTOWN PROJECTREFRAMING “COMMUNITY”
• COLLISIONS• CO-LEARNING
DOWNTOWN PROJECTREFRAMING “COMMUNITY”
• COLLISIONS• CO-LEARNING• CONNECTEDNESS
DOWNTOWN PROJECTREFRAMING “COMMUNITY”
• COLLISIONS• CO-LEARNING• CONNECTEDNESS• DENSITY
DOWNTOWN PROJECTREFRAMING “COMMUNITY”
• COLLISIONS• CO-LEARNING• CONNECTEDNESS• DENSITY• DIVERSITY
AcceleratingCollisions, Co-Learning, and
Connectedness
THE BIG BET
AcceleratingCollisions, Co-Learning, and
Connectedness
…will lead to…
Happiness, Luckiness, Innovation, and Productivity
THE BIG BET
ROCROI
VS
Instead of maximizing short-term ROI (Return On Investment)…
ROCROI
VS
Instead of maximizing short-term ROI (Return On Investment)…We focus on maximizing long-term ROC
ROCROI
VS
Instead of maximizing short-term ROI (Return On Investment)…We focus on maximizing long-term ROC (Return On Community)
ROCROI
VS
Instead of maximizing short-term ROI (Return On Investment)…We focus on maximizing long-term ROC (Return On Community & Return on Collisions)
ROC & ROLROI
VS
Instead of maximizing short-term ROI (Return On Investment)…We focus on maximizing long-term ROC (Return On Community & Return on Collisions)and institutionalizing ROL
ROC & ROLInstead of maximizing short-term ROI (Return On Investment)…We focus on maximizing long-term ROC (Return On Community & Return on Collisions)and institutionalizing ROL(Return On Luck)
ROIVS
ROC & ROLInstead of maximizing short-term ROI (Return On Investment)…We focus on maximizing long-term ROC (Return On Community & Return on Collisions)and institutionalizing ROL(Return On Luck) – Accelerating Serendipity
ROIVS
DOWNTOWN PROJECT$350M
$50M – Small businesses$50M – Tech Startups$50M – Education, Arts, Culture$200M – Real Estate
$50M SMALL BUSINESS
$50M SMALL BUSINESS
Criteria
$50M SMALL BUSINESS
CriteriaOwner Operated - Passionate
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & Collisions
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution Ability
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainable
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainableUnique or First or Best at Something
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainableUnique or First or Best at SomethingStory-worthy
NATALIE
NATALIE
NATALIE
NATALIE
NATALIE
NATALIE
CHECK CASHING
CHECK CASHING
SARAH
SARAH
SARAH
SHIPPING CONTAINERS
CONTAINER PARK
CONTAINER PARK
CONTAINER PARK
CONTAINER PARK
LVCK
LVCK
LVCK
SHIPPING CONTAINERS
MEDICAL CLINIC
$50M TECH STARTUPS
$50M TECH STARTUPS
https://twitter.com/VegasKramer/status/330833896574951424/photo/1
$50M TECH STARTUPS
PROJECT 100
PROJECT 100
COWORKING
https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=523b8f7211d2d802c3ba1d40
COWORKING
https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=5196bb0f498eb4bdee4082f1
http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7-VVqSMlA#vPAm4TwFWc3kw_lM9NJzfQ
GOLD SPIKE (FORMER CASINO)
http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7-VVqSMlA#uSzsFfdBhPok_sfEpJk-7Q
GOLD SPIKE (FORMER CASINO)
GOLD SPIKE COWORKING LOUNGE
https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=51f18e5d498eb74dd6fc3edf
GOLD SPIKE COWORKING LOUNGE
https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=52099aef11d226362f7930d9
GOLD SPIKE COWORKING LOUNGE
GOLD SPIKE COWORKING LOUNGE
LEARNING VILLAGE
LEARNING VILLAGE
LEARNING VILLAGE
https://foursquare.com/v/learning-village/51c4ebf5454a6e38af8a9e85/photos?openPhotoId=51e08991498efac3d12b7387
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
CITY AS A STARTUP
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
$50M EDUCATION, ARTS, CULTURE
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
$50M EDUCATION, ARTS, CULTURE
http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b
$50M EDUCATION, ARTS, CULTURE
$50M EDUCATION, ARTS, CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
$50M EDUCATION, ARTS, CULTURE
http://mikerossart.net/images/mikeross_enter.jpg
$50M EDUCATION, ARTS, CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
LIFE IS BEAUTIFUL
LIFE IS BEAUTIFUL
LIFE IS BEAUTIFUL
LIFE IS BEAUTIFUL
LIFE IS BEAUTIFUL
$200M REAL ESTATE
Productivity and innovation per resident increases by 15%
(But not true for companies)
Accelerate serendipity > Accelerate learning > Accelerate productivity and innovation
WHEN CITIES DOUBLE IN SIZE
1. Residential density of 100 residents/acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
3 INGREDIENTS FOR SERENDIPITY
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
HOW TO ACCELERATE LEARNING & INNOVATION
LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
DIVERSITY + DENSITY
1. Zappos employees2. Tech Startup Community3. Small Business Community4. Fashion Community5. Art and Music Communities6. Other Passion Communities7. Local Residents
OUR SECRET WEAPON
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
LEARNINGS FROM TED, SUMMIT SERIES, SXSW,
BIF…Curated ContentSerendipityLearningConnectionsCommunity
DOWNTOWN VEGAS EVERY DAY
Curated ContentSerendipityLearningConnectionsCommunity
Fremont St. & Las Vegas Blvd.
Fremont St. & Las Vegas Blvd.
INSPIRE THEATER
INSPIRE THEATER
INSPIRE THEATER
INSPIRE THEATER
INSPIRE THEATER
INSPIRE THEATER
INSPIRE THEATER
INSPIRE THEATER
DOWNTOWN VEGAS MONTHLY CADENCE
Week 1 – First Friday Week
DOWNTOWN VEGAS MONTHLY CADENCE
Week 1 – First Friday WeekWeek 2 – Tech Week
DOWNTOWN VEGAS MONTHLY CADENCE
Week 1 – First Friday WeekWeek 2 – Tech WeekWeek 3 – Fashion Week
DOWNTOWN VEGAS MONTHLY CADENCE
Week 1 – First Friday WeekWeek 2 – Tech WeekWeek 3 – Fashion WeekWeek 4 – Catalyst Week
DOWNTOWN VEGAS MONTHLY CADENCE
What is the value of a resident that is out and about in the neighborhood?
RETURN ON COLLISIONSROC
What is the value of a resident that is out and about in the neighborhood?
3-4 hours/day
RETURN ON COLLISIONSROC
What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
RETURN ON COLLISIONSROC
What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
x 40 weeks/year
RETURN ON COLLISIONSROC
What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
x 40 weeks/year= 1000 “collisionable” hours/year
RETURN ON COLLISIONSROC
JAKE – FLINT & TINDER
http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-b.jpg
JAKE – FLINT & TINDER
FASHION INCUBATORSTITCH FACTORY
FASHION INCUBATORSTITCH FACTORY
What is the value of a purposeful visitor that contributes to community?
RETURN ON COLLISIONSROC
What is the value of a purposeful visitor that contributes to community?
12 hours/day
RETURN ON COLLISIONSROC
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
RETURN ON COLLISIONSROC
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year
RETURN ON COLLISIONSROC
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
RETURN ON COLLISIONSROC
RETURN ON COLLISIONSROC
“SUBSCRIBE”
TO DTLV
1. 100 residents per acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
RETURN ON COLLISIONSROC
1. 100 residents per acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
RETURN ON COLLISIONSROC
100,000
RETURN ON COLLISIONSROC
100,000 “collisionable”
RETURN ON COLLISIONSROC
100,000 “collisionable” community
RETURN ON COLLISIONSROC
100,000 “collisionable” community hours
RETURN ON COLLISIONSROC
100,000 “collisionable” community hours per
RETURN ON COLLISIONSROC
100,000 “collisionable” community hours per acre
RETURN ON COLLISIONSROC
100,000 “collisionable” community hours per acre per
RETURN ON COLLISIONSROC
100,000 “collisionable” community hours per acre per year
RETURN ON COLLISIONSROC
100,000 “collisionable” community hours per acre per year
RETURN ON COLLISIONSROC
2.3 COLLISIONABLE HOURS
PER SQUARE FOOTPER YEAR
Accelerate:1. Collisions2. Co-Learning3. Connectedness
And everything else will fall into place…
(productivity, innovation, growth, happiness)
What will people say about downtown?
THE BIG BET3 GUIDING PRINCIPLES
ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN
PROJECT
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
50% OF HUMANS LIVE IN CITIES
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
75% WILL LIVE IN CITIES IN OUR LIFETIME
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
THE 4 MINUTE MILE
THE 4 MINUTE MILE
MORE INFOFor a copy of this presentation:tony@zappos.com
For more information:www.downtownproject.com
A GREATBRAND
is a story that never stops unfolding.
is a story that never stops unfolding.
A GREATBRAND
COMPANY
A GREATBRAND
COMPANYCITY
is a story that never stops unfolding.
A GREATBRAND
COMPANYCITY
COMMUNITYis a story that never stops unfolding.
MORE INFOFor a copy of this presentation:tony@zappos.com
For more information:www.downtownproject.com