[founders weekend 2015] zappos >> tony hsieh, "zappos. delivering happiness. downtown...

ZAPPOS.COM

DELIVERING HAPPINESS

DOWNTOWN PROJECT

The Power of WOW

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

Gro

ss S

ale

s $

MM

$1,000

800

600

400

200

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

Clothing

Customer Service

Company Culture

“a great brand is… ______”

WHAT’S NEXT

DELIVERING 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://vitalvegas.com/wp-content/uploads/2013/09/zappos_headquarters21.jpg

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

GOOGLE

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


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

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


DELIVERING HAPPINESSWHAT’S NEXT?

Clothing

Customer Service

Company Culture

DELIVERING HAPPINESSWHAT’S NEXT?

Clothing

Customer Service

Company Culture

Community

DOWNTOWN PROJECT

COLLISIONS

CO-LEARNINGCONNECTEDNESS

DOWNTOWN PROJECT$350M

$50M – Small businesses

$50M – Tech Startups

$50M – Education, Arts, Culture

$200M – Real Estate

DOWNTOWN PROJECTGOALS


• Live/Work/Play – Walking Distance



• The Most Community-Focused

Large City in the World



• The Most Community-Focused

Large City in the World

• The Co-Learning and Co-working

Capital of the World

DOWNTOWN PROJECTREFRAMING “COMMUNITY”


• COLLISIONS


• COLLISIONS

• CO-LEARNING


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS

• DENSITY


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS

• DENSITY

• DIVERSITY

Accelerating

Collisions, Co-Learning, and Connectedness

THE BIG BET

Accelerating

Collisions, Co-Learning, and Connectedness

…will lead to…

Happiness, Luckiness, Innovation, and

Productivity

THE BIG BET

ROC

ROIVS

Instead of maximizing short-term ROI

(Return On Investment)…

ROC

ROIVS



We focus on maximizing long-term ROC

ROC

ROIVS




(Return On Community)

ROC

ROIVS




(Return On Community & Return on Collisions)

ROC & ROL

ROIVS





and institutionalizing ROL

ROC & ROL

ROIVS






(Return On Luck)

ROC & ROLInstead of maximizing short-term ROI





(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

Criteria

Owner Operated - Passionate

$50M SMALL BUSINESS

Criteria


Helps Promote Community & Collisions

$50M SMALL BUSINESS

Criteria



Execution Ability

$50M SMALL BUSINESS

Criteria



Execution Ability

Sustainable

$50M SMALL BUSINESS

Criteria



Execution Ability

Sustainable

Unique or First or Best at Something

$50M SMALL BUSINESS

Criteria



Execution Ability

Sustainable

Unique or First or Best at Something

Story-worthy

NATALIE

SHIPPING CONTAINERS

CONTAINER PARK

SHIPPING CONTAINERS

MEDICAL CLINIC

$50M TECH STARTUPS

$50M TECH STARTUPS

https://twitter.com/VegasKramer/status/330833896574951424/photo/1

$50M TECH STARTUPS

SHIFT / PROJECT 100

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

CITY AS A STARTUP


$50M EDUCATION, ARTS, CULTURE



http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b


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

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://vitalvegas.com/wp-content/uploads/2013/09/zappos_headquarters21.jpg

DIVERSITY + DENSITY

1. Zappos employees

2. Tech Startup Community

3. Small Business Community

4. Fashion Community

5. Art and Music Communities

6. Other Passion Communities

7. Local Residents

What is the value of a resident that is out

and about in the neighborhood?

RETURN ON COLLISIONSROC



3-4 hours/day




3-4 hours/day

x 7 days/week




3-4 hours/day

x 7 days/week

x 40 weeks/year




3-4 hours/day

x 7 days/week

x 40 weeks/year

= 1000 “collisionable” hours/year


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

What is the value of a purposeful visitor that

contributes to community?





12 hours/day




12 hours/day

x 7 days/week




12 hours/day

x 7 days/week

x 12 weeks/year



12 hours/day

x 7 days/week

x 12 weeks/year

= 1000 “collisionable” hours/year



“SUBSCRIB

E” TO DTLV

1. 100 residents per acre

2. Street-level activity for residents to

collide

3. Culture of openness, collaboration,

creativity, and optimism


100,000


100,000 “collisionable”


100,000 “collisionable” community


100,000 “collisionable” community hours



per



per acre



per acre per



per acre per year



per acre per year


2.3 COLLISIONABLE HOURS

PER SQUARE FOOT

PER YEAR

Accelerate:

1. Collisions

2. Co-Learning

3. 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


75% WILL LIVE IN CITIES IN

OUR LIFETIME


THE 4 MINUTE MILE

MORE INFO

For a copy of this presentation:

[email protected]

For more information:

www.downtownproject.com

A GREATBRAND

is a story that never

stops unfolding.

A GREATBRAND

COMPANY


stops unfolding.

A GREATBRAND

COMPANYCITY


stops unfolding.

A GREATBRAND

COMPANY

CITYCOMMUNITY


stops unfolding.

MORE INFO

For a copy of this presentation:

[email protected]

For more information:

www.downtownproject.com

[founders weekend 2015] zappos >> tony hsieh, "zappos. delivering happiness. downtown...

Small Business & Entrepreneurship

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