Zappos Downtown Project and DTP
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Transcript of Zappos Downtown Project and DTP
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A little about me at Zappos…
2
R&D
Community and Events
Culture
A little about me at DTP…
3
Kids and Family
Random Other Things
Community
A service company that just happens to sell shoes, clothing,
handbags, accessories, housewares…
2009 #23 2010 #15
2011 #6
TOP 100 BEST COMPANIES TO WORK FOR
Headquarters: Henderson, NVFulfillment: Shepherdsville, KY1500+ employees
1,000+ brands200,000+ styles6 million items
in warehouse100% inventoried
Customer Service:What customers see first
24/7 1-800 number on every page
Free shipping
Free return shipping
365-day return policy
8
Customer Service:What customers experience
Fast, accurate fulfillment
Surprise Upgrades
Occasionally direct to competitors’ web sites9
Customer Service:What we do internally
No call times/sales goals
Culture Reviews
4 weeks of training
10
Customer Service:What we do internally
Pay to Quit
Culture Book
Interviews Based on Culture
11
CORE VALUES AT ZAPPOS
1. Deliver WOW Through Service2. Embrace and Drive Change
3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit8. Do More with Less
9. Be Passionate and Determined10. Be Humble
We hire, fire, review, and build our business off of these values.
Our #1 Priority
Culture
WHAT CULTURE CAN DO FOR A COMPANY
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
ClothingCustomer ServiceCultureC
But What’s Next?
C Community
Las Vegas City Hall
Nike
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
http://static.panoramio.com/photos/original/400729.jpg
Apple
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
What if?
Las Vegas City Hall
It was already happening…
Downtown Vegas - Fremont East
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
Downtown Vegas - Fremont East
http://www.lucyvegas.com/sites/default/files/griffin5.jpg
Downtown Vegas - Fremont East
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Residential & Real Estate
DOWNTOWN PROJECT GOALS
DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large City in the World
DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large City in the World
The Co-working and Co-Learning Capital of the World
ROI
Instead of maximizing short-term ROI (Return On Investment)…
ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)
ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)
and institutionalizing ROL
ROI vs. ROC
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
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
WHY DO THIS?
WHY DO THIS?
We live here
WHY DO THIS?
We live here
Zappos – ultimately help us attract and retain more employees
WHY DO THIS?
We live here
Zappos – ultimately help us attract and retain more employees
City – Help revitalize downtown
WHY DO THIS?
We live here
Zappos – ultimately help us attract and retain more employees
City – Help revitalize downtown
World – Help inspire other cities
DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Residential & Real Estate
$50M – Small Businesses
$50M – Small Businesses
• Criteria
$50M – Small Businesses
• Criteria–Owner Operated - Passionate
$50M – Small Businesses
• Criteria–Owner Operated - Passionate–Helps Build Community
$50M – Small Businesses
• Criteria–Owner Operated - Passionate–Helps Build Community– Execution Ability
$50M – Small Businesses
• Criteria–Owner Operated - Passionate–Helps Build Community– Execution Ability– Sustainable
$50M – Small Businesses
• Criteria–Owner Operated - Passionate–Helps Build Community– Execution Ability– Sustainable–Unique or First or Best at Something
$50M – Small Businesses
• Criteria–Owner Operated - Passionate–Helps Build Community– Execution Ability– Sustainable–Unique or First or Best at Something– Story-worthy
Natalie
Natalie
Natalie
Natalie
Natalie
Natalie
$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
$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
$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
$200M – Residential & Real Estate
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 at least 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. convenience
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
LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Companyas
Community is to a City
LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Companyas
Community is to a CityValues
InnovationSerendipity
ParticipationUpward Mobility
Attracting Startups and the Creative Class
Our Secret Weapon
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
LEARNING FROM TED, SUMMIT SERIES, SXSW…
Curated ContentSerendipity
LearningConnectionsCommunity
Downtown Vegas Mini-Residency
Curated ContentSerendipity
LearningConnectionsCommunity
Fremont St. & Las Vegas Blvd.
Downtown Vegas Monthly Cadence
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 Week
Week 3 – Fashion Week
Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion WeekWeek 4 –
Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion WeekWeek 4 – Week 4 Week
OUR BIG BET… 3 Guiding Principles
Accelerate:1. Serendipity/Collisions2. Community/Culture3. Learning
And everything else will fall into place…(productivity, innovation, growth, happiness)
What will people say about downtown?
“Downtown Will Make You Smarter”
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
50% of Humans Live in Cities
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
75% Will Live In Cities in Our Lifetime
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
Inspire Other Cities
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
Downtown Vegas: City of Possibilities
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
TOUR ZAPPOS AND DOWNTOWN!
tours.zappos.com
www.downtownproject.com