Zappos "Delivering Happiness"

Thursday, April 25, 13

ZAPPOS.COMDELIVERING HAPPINESS

Downtown Project

Collisions Community Co-Learning

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

The Power of WOW

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

$1,000

The Power of WOW

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

$1,000

Customer ExperienceWhat 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?

the #1 priority

the #1 priorityCULTURE

4 weeks of training

Culture book

$4000 offer

Hiring for culture

CULTURE“Committable Core Values”

Don’t make your core values just a meaningless plaque on the wall…

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

Clothing, Customer Service, Culture

Customer Service

Clothing

Culture

Clothing

Customer Service

Culture

Clothing, Customer Service, Culture

Customer Service

Clothing

Culture

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 AngelouThursday, April 25, 13

Building Great

CULTURE“Committable Core Values”

Don’t make your core values just a meaningless plaque on the wall…

VISION

“Whatever you’re thinking, think bigger.”

Does the vision have meaning?

Chase the vision, not the money…

“Don’t chase the paper, chase the

dream.”

dream.”Sean Combs aka “Puff Daddy” to rapper

Biggie Smalls aka “Notorious B.I.G.”

Biggie Smalls aka “Notorious B.I.G.”in Notorious

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

Delivering Happiness - What’s Next?

Clothing

Customer Service

Company Culture

“a great brand is… ______”

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

http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg

Google

http://static.panoramio.com/photos/original/400729.jpg

http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.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

Downtown Vegas - Fremont East

http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg

http://www.lucyvegas.com/sites/default/files/griffin5.jpg

http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg

Clothing

Customer Service

Company Culture

Clothing

Customer Service

Company Culture

Community

DOWNTOWN PROJECT - $350M

$ 50M – Small businesses

$ 50M – Tech Startups

$ 50M – Education, Arts, Culture

$200M – Real Estate

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

ROI vs. ROC

Instead of maximizing short-term ROI (Return On Investment)…

ROI vs. ROC

We focus on maximizing long-term ROC

ROI vs. ROC

We focus on maximizing long-term ROC (Return On Community)

ROI vs. ROC and ROL

We focus on maximizing long-term ROC (Return On Community)and institutionalizing ROL

ROI vs. ROC and ROL

We focus on maximizing long-term ROC (Return On Community)and institutionalizing ROL(Return On Luck) – Accelerating Serendipity

THE BIG BET

Accelerating Collisions, Community, and Co-

Learning

THE BIG BET

Accelerating Collisions, Community, and Co-

Learning

…will lead to…

Happiness, Luckiness,Innovation, and Productivity

DOWNTOWN PROJECT - $350M

$ 50M – Small businesses

$ 50M – Tech Startups

$ 50M – Education, Arts, Culture

$50M – Small Businesses

Criteria

CriteriaOwner Operated - Passionate

CriteriaOwner Operated - PassionateHelps Build Community

CriteriaOwner Operated - PassionateHelps Build CommunityExecution Ability

CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainable

CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainableUnique or First or Best at Something

CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainableUnique or First or Best at SomethingStory-worthy

Natalie

Check Cashing

http://www.vegaschatter.com/files/100501/checks_cashed..jpg

Check Cashing

Shipping Containers

http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpg

Shipping Container Park

Bike Sharing

$50M – Tech Startups

http://img-s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg

$50M – Tech Startups

http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576

The City as a Startup

http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png

$50M – Startups

http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg

$50M – Education, Arts, Culture

http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg

http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg

http://mikerossart.net/images/mikeross_enter.jpg

http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg

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

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

HOW TO ACCELERATE LEARNING & INNOVATION

Maximize serendipitous interactions

Density in the office

Density in the city

Collisions vs. convenienceThursday, April 25, 13

Las Vegas City Hall

http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg

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

LEARNING FROM ZAPPOS & COWORKING…

Culture is to a Company

Culture is to a Companyas

Community is to a City

Culture is to a Companyas

Community is to a CityValues

InnovationSerendipity

ParticipationUpward Mobility

Attracting Startups and the Creative Thursday, April 25, 13

Our Secret Weapon

http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg

LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF…

Curated ContentSerendipityLearning

ConnectionsCommunity

Downtown Vegas Every Day

Curated ContentSerendipityLearning

ConnectionsCommunity

Fremont St. & Las Vegas Blvd.

Downtown Vegas Monthly Cadence

Week 1 – First Friday Week

Week 1 – First Friday WeekWeek 2 – Tech Week

Week 3 – Fashion Week

Week 3 – Fashion WeekWeek 4 – Catalyst Week

Fashion Incubator – Stitch Factory

Collisions, Community, Co-Learning

What is the value of a resident that is out and about in the community?

3-4 hours/day

3-4 hours/dayx 7 days/week

x 40 weeks/year

x 40 weeks/year= 1000 “collisionable”

hours/yearThursday, April 25, 13

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

What is the value of a purposeful visitor that contributes to community?

12 hours/day

12 hours/dayx 7 days/week

x 12 weeks/year

x 12 weeks/year= 1000 “collisionable”

“Subscribe” toDowntown Vegas

1. 100 residents per acre

2. Street-level activity for residents to collide

3. Culture of openness, collaboration, creativity, and optimism

1. 100 residents per acre

1. 100,000

1. 100,000 “collisionable”

1. 100,000 “collisionable” community

1. 100,000 “collisionable” community hours

1. 100,000 “collisionable” community hours per

1. 100,000 “collisionable” community hours per acre

1. 100,000 “collisionable” community hours per acre per

1. 100,000 “collisionable” community hours per acre per year

2.3 collisionable hours

per square footThursday, April 25, 13

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 Thursday, April 25, 13

“Downtown VegasWill Make You Smarter”

http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg

ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN

50% of Humans Live in Cities

75% Will Live In Cities in Our Lifetime

The 4-Minute Mile

http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG

www.DowntownProject.com

http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg

Zappos "Delivering Happiness"

Business

Transcript of Zappos "Delivering Happiness"

From selling shoes at Zappos to scaling happiness in our worlds

Delivering Happiness - BCHRMA_4.27.2012 TJ

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