Zappos "Delivering Happiness"

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Thursday, April 25, 13
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Zappos CEO Tony Hsieh's presentation "Deliverying

Transcript of Zappos "Delivering Happiness"

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ZAPPOS.COMDELIVERING HAPPINESS

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Downtown Project

Collisions Community Co-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

Gros

s Sa

les

$MM

$1,000

800

600

400

200

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The Power of WOW

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

Gros

s Sa

les

$MM

$1,000

800

600

400

200

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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?

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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

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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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Clothing

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Customer Service

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Customer Service

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Culture

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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 AngelouThursday, April 25, 13

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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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“Don’t chase the paper, chase the

dream.”

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“Don’t chase the paper, chase the

dream.”

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“Don’t chase the paper, chase the

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

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“Don’t chase the paper, chase the

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

Biggie Smalls aka “Notorious B.I.G.”

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“Don’t chase the paper, chase the

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

Biggie 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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Google

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.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

CriteriaOwner Operated - Passionate

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$50M – Small Businesses

CriteriaOwner Operated - PassionateHelps Build Community

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$50M – Small Businesses

CriteriaOwner Operated - PassionateHelps Build CommunityExecution Ability

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$50M – Small Businesses

CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainable

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$50M – Small Businesses

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

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$50M – Small Businesses

CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainableUnique or First or Best at SomethingStory-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. convenienceThursday, April 25, 13

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Las Vegas City Hall

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

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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 Thursday, April 25, 13

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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 ContentSerendipityLearning

ConnectionsCommunity

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Downtown Vegas Every Day

Curated ContentSerendipityLearning

ConnectionsCommunity

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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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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/yearThursday, April 25, 13

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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”

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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 footThursday, April 25, 13

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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 Thursday, April 25, 13

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“Downtown VegasWill Make You Smarter”

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

Thursday, April 25, 13

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ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN

Thursday, April 25, 13

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50% of Humans Live in Cities

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

Thursday, April 25, 13

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75% Will Live In Cities in Our Lifetime

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

Thursday, April 25, 13

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The 4-Minute Mile

Thursday, April 25, 13

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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

Thursday, April 25, 13