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Barron's Magazine's Top Advisory Teams Summit_July 17, 2013
 

Barron's Magazine's Top Advisory Teams Summit_July 17, 2013

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    Barron's Magazine's Top Advisory Teams Summit_July 17, 2013 Barron's Magazine's Top Advisory Teams Summit_July 17, 2013 Presentation Transcript

    • ZAPPOS.COM DELIVERING HAPPINESS DOWNTOWN PROJECT
    • Downtown Project Collisions Community Co-Learning
    • Slide 3
    • Slide 4 A Little About Me (Tony) • 1994-1995: Pizza business in college
    • Slide 5 A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
    • Slide 6 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.
    • Slide 7 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.
    • Slide 8 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 $1.2 billion • 2010: NYT bestseller Delivering Happiness published
    • Slide 9 The Power of WOW ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200
    • Slide 10 Customer Experience  What 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?
    • Slide 11 the #1 priority
    • Slide 12 the #1 priority CULTURE
    • Slide 13 the #1 priority CULTURE 4 weeks of training Culture book $4000 offer Hiring for culture
    • Slide 14 Clothing, Customer Service, Culture Customer Service Clothing Culture
    • Slide 15 Clothing
    • Slide 16 Customer Service
    • Slide 17 Culture
    • Slide 18 Clothing, Customer Service, Culture Customer Service Clothing Culture
    • Slide 19 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 Angelou
    • Slide 20 Building Great
    • Slide 21 Ingredient #1
    • Slide 22 CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…
    • Slide 23 Example: Core Values 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
    • Slide 24 COMMIT TO TRANSPARENCY “Be real and you have nothing to fear” Your culture is your brand Don’t try to be someone you are not Parades at Zappos…
    • Slide 25 “That’s great…
    • Slide 26 “That’s great… but it would never work at my company…”
    • Slide 27 ALIGNMENT It doesn’t matter what your core values are… as long as you commit to them.
    • Slide 28 Ingredient #2
    • Slide 29 VISION “Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
    • Slide 30 VISION “Don’t chase the paper, chase the dream.” Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
    • Slide 31 ENTREPRENEURS: “What would you be passionate about doing for 10 years even if you never made a dime?”
    • Slide 32 EMPLOYEES: What’s the larger vision and greater purpose in their work beyond money or profits?
    • Slide 33 MOTIVATION
    • Slide 34 MOTIVATION vs. INSPIRATION
    • Slide 35 Vision & Culture inspire Passion & Purpose
    • Slide 36 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
    • Slide 37 Questions  Where does the story begin?  Where does the story end?  How do you reinforce the good memories?  What were the emotions, positive and negative?  How can you create more stories and memories?
    • Slide 38 What’s your business?  You’re not in the _______ business.  Cirque du Soleil is not in the circus business.  You’re in the experience and emotions business.  You’re in the stories and memories business.  Think bigger.
    • Slide 39 Delivering Happiness - What’s Next? Clothing Customer Service Company Culture “a great brand is… ______”
    • Slide 40 Zappos.com http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in- henderson-nv-photo-by.jpg
    • Slide 41 Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
    • Slide 42 Nike http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
    • Slide 43 Google http://static.panoramio.com/photos/original/400729.jpg
    • Slide 44 Apple http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
    • Slide 45 Doggy Day Care http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
    • Slide 46 NYU Campus http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
    • Slide 47 Downtown Vegas - Fremont East http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
    • Slide 48 Downtown Vegas - Fremont East http://www.lucyvegas.com/sites/default/files/griffin5.jpg
    • Slide 49 Downtown Vegas - Fremont East
    • Slide 50 Downtown Vegas - Fremont East http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
    • Slide 51 DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate
    • Slide 52 DOWNTOWN PROJECT GOALS
    • Slide 53 DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance
    • Slide 54 DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance The Most Community-Focused Large City in the World
    • Slide 55 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
    • Slide 56 ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)…
    • Slide 57 ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC
    • Slide 58 ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community)
    • Slide 59 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
    • Slide 60 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
    • Slide 61 THE BIG BET Accelerating Collisions, Community, and Co-Learning
    • Slide 62 THE BIG BET Accelerating Collisions, Community, and Co-Learning …will lead to… Happiness, Luckiness, Innovation, and Productivity
    • Slide 63 DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate
    • Slide 64 $50M – Small Businesses
    • Slide 65 $50M – Small Businesses  Criteria
    • Slide 66 $50M – Small Businesses  Criteria  Owner Operated - Passionate
    • Slide 67 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community
    • Slide 68 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability
    • Slide 69 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable
    • Slide 70 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable  Unique or First or Best at Something
    • Slide 71 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable  Unique or First or Best at Something  Story-worthy
    • Slide 72 Natalie
    • Slide 73 Natalie
    • Slide 74 Natalie
    • Slide 75 Natalie
    • Slide 76 Natalie
    • Slide 77 Natalie
    • Slide 78 Check Cashing http://www.vegaschatter.com/files/100501/checks_cashed..jpg
    • Slide 79 Check Cashing
    • Slide 80 Sarah
    • Slide 81 Sarah
    • Slide 82 Sarah
    • Slide 83 Shipping Containers http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpg
    • Slide 84 Shipping Containers
    • Slide 85 Shipping Container Park
    • Slide 86 Shipping Container Park
    • Slide 87 Shipping Container Park
    • Slide 88 Shipping Container Park
    • Slide 89 Bike Sharing
    • Slide 90 $50M – Tech Startups http://img- s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
    • Slide 91 $50M – Tech Startups http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576
    • Slide 92 The City as a Startup http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
    • Slide 93 $50M – Startups http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
    • Slide 94 $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    • Slide 95 $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    • Slide 96 $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    • Slide 97 $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    • Slide 98 $50M – Education, Arts, Culture http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
    • Slide 99 $50M – Education, Arts, Culture http://mikerossart.net/images/mikeross_enter.jpg
    • Slide 100 $50M – Education, Arts, Culture
    • Slide 101
    • Slide 102
    • Slide 103 $200M – Real Estate http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    • Slide 104 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
    • Slide 105 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
    • Slide 106 HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience
    • Slide 107 Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
    • Slide 108 DIFFERENT GROUPS COLLIDING 1. 2000 Zappos employees 2. 1000 Teach For America corp members and alumni 3. Tech Startup Community 4. Small Business Community 5. Art and Music Communities 6. Other Passion Communities 7. Local Residents
    • Slide 109 LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company
    • Slide 110 LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City
    • Slide 111 LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City Values Innovation Serendipity Participation Upward Mobility Attracting Startups and the Creative Class
    • Slide 112 Our Secret Weapon http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
    • Slide 113 LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community
    • Slide 114 Downtown Vegas Every Day Curated Content Serendipity Learning Connections Community
    • Slide 115 Fremont St. & Las Vegas Blvd.
    • Slide 116 Fremont St. & Las Vegas Blvd.
    • Slide 117 Fremont St. & Las Vegas Blvd.
    • Slide 118 Fremont St. & Las Vegas Blvd.
    • Slide 119 Fremont St. & Las Vegas Blvd.
    • Slide 120 Fremont St. & Las Vegas Blvd.
    • Slide 121 Fremont St. & Las Vegas Blvd.
    • Slide 122 Fremont St. & Las Vegas Blvd.
    • Slide 123 Fremont St. & Las Vegas Blvd.
    • Slide 124 Fremont St. & Las Vegas Blvd.
    • Slide 125 Downtown Vegas Monthly Cadence
    • Slide 126 Downtown Vegas Monthly Cadence Week 1 – First Friday Week
    • Slide 127 Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week
    • Slide 128 Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week
    • Slide 129 Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week
    • Slide 130 Fashion Incubator – Stitch Factory
    • Slide 131 Fashion Incubator – Stitch Factory
    • Slide 132 Return On Collisions (ROC) What is the value of a resident that is out and about in the community?
    • Slide 133 Return On Collisions (ROC) What is the value of a resident that is out and about in the community? 3-4 hours/day
    • Slide 134 Return On Collisions (ROC) What is the value of a resident that is out and about in the community? 3-4 hours/day x 7 days/week
    • Slide 135 Return On Collisions (ROC) What is the value of a resident that is out and about in the community? 3-4 hours/day x 7 days/week x 40 weeks/year
    • Slide 136 Return On Collisions (ROC) What is the value of a resident that is out and about in the community? 3-4 hours/day x 7 days/week x 40 weeks/year = 1000 “collisionable” hours/year
    • Slide 137 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
    • Slide 138 Jake – Flint and Tinder
    • Slide 139 Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community?
    • Slide 140 Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? 12 hours/day
    • Slide 141 Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week
    • Slide 142 Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week x 12 weeks/year
    • Slide 143 Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week x 12 weeks/year = 1000 “collisionable” hours/year
    • Slide 144 Return On Collisions (ROC) “Subscribe” to Downtown Vegas
    • Slide 145 Return On Collisions (ROC) 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism
    • Slide 146 Return On Collisions (ROC) 1. 100 residents per acre
    • Slide 147 Return On Collisions (ROC) 1. 100,000
    • Slide 148 Return On Collisions (ROC) 1. 100,000 “collisionable”
    • Slide 149 Return On Collisions (ROC) 1. 100,000 “collisionable” community
    • Slide 150 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours
    • Slide 151 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per
    • Slide 152 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per acre
    • Slide 153 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per acre per
    • Slide 154 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per acre per year
    • Slide 155 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per acre per year 2.3 collisionable hours per square foot per year
    • Slide 156 OUR BIG BET… 3 Guiding Principles Accelerate: 1.Collisions 2.Community 3.Co-Learning And everything else will fall into place… (productivity, innovation, growth, happiness) What will people say about downtown?
    • Slide 157
    • Slide 158 ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT
    • Slide 159 50% of Humans Live in Cities http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    • Slide 160 75% Will Live In Cities in Our Lifetime http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    • Slide 161 The 4-Minute Mile
    • Slide 162 The 4-Minute Mile http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG
    • Slide 163 www.DowntownProject.com tony@zappos.com http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
    • Slide 164 A great brand is a story that never stops unfolding.
    • Slide 165 A great brand company is a story that never stops unfolding.
    • Slide 166 A great brand company city is a story that never stops unfolding.
    • Slide 167 A great brand company city community is a story that never stops unfolding.
    • Slide 168 Thank you! For a copy of this presentation: tony@zappos.com For more information: www.DowntownProject.com
    • Slide 169 http://www.youtube.com/watch?v=AF4f3l4a4_A