4. Slide 4
A Little About Me (Tony)
• 1994-1995: Pizza business in college
5. Slide 5
A Little About Me (Tony)
• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising)
Sold to Microsoft for $265 million
6. 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.
7. 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.
8. 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 $1.2 billion
• 2010: NYT bestseller Delivering Happiness published
9. Slide 9
The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
GrossSales$MM
$1,000
800
600
400
200
10. 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?
19. 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
23. 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
24. 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…
36. 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
37. 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?
38. 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.
58. Slide 58
DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large
City in the World
59. Slide 59
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
60. Slide 60
ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)…
61. Slide 61
ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
62. Slide 62
ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)
63. Slide 63
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
64. Slide 64
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
65. Slide 65
THE BIG BET
Accelerating
Collisions, Community, and Co-Learning
66. Slide 66
THE BIG BET
Accelerating
Collisions, Community, and Co-Learning
…will lead to…
Happiness, Luckiness,
Innovation, and Productivity
74. Slide 74
$50M – Small Businesses
Criteria
Owner Operated - Passionate
Helps Build Community
Execution Ability
Sustainable
Unique or First or Best at Something
75. Slide 75
$50M – Small Businesses
Criteria
Owner Operated - Passionate
Helps Build Community
Execution Ability
Sustainable
Unique or First or Best at Something
Story-worthy
108. Slide 108
$200M – Real Estate
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
109. Slide 109
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
110. Slide 110
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
111. Slide 111
HOW TO ACCELERATE LEARNING &
INNOVATION
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
112. Slide 112
Las Vegas City Hall
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
113. Slide 113
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
115. Slide 115
LEARNING FROM ZAPPOS &
COWORKING…
Culture is to a Company
as
Community is to a City
116. Slide 116
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
137. Slide 137
Return On Collisions (ROC)
What is the value of a resident that is out and
about in the community?
138. Slide 138
Return On Collisions (ROC)
What is the value of a resident that is out and
about in the community?
3-4 hours/day
139. Slide 139
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
140. Slide 140
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
141. Slide 141
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
142. Slide 142
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
144. Slide 144
Return On Collisions (ROC)
What is the value of a purposeful visitor that
contributes to community?
145. Slide 145
Return On Collisions (ROC)
What is the value of a purposeful visitor that
contributes to community?
12 hours/day
146. Slide 146
Return On Collisions (ROC)
What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
147. Slide 147
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
148. Slide 148
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
150. Slide 150
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
155. Slide 155
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours
156. Slide 156
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per
157. Slide 157
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per acre
158. Slide 158
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per acre per
159. Slide 159
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per acre per year
160. Slide 160
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per acre per year
2.3 collisionable hours
per square foot
per year
161. Slide 161
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?