Business Mastery Event - Zappos - DTP - 8.17.14
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Business Mastery Event - Zappos - DTP - 8.17.14 Business Mastery Event - Zappos - DTP - 8.17.14 Presentation Transcript

  • ZAPPOS.COM DELIVERING HAPPINESS DOWNTOWN PROJECT
  • A BIT ABOUT ME (TONY) 1994-1995: Pizza business in college
  • A BIT ABOUT ME (TONY) 1994-1995: Pizza business in college 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
  • A BIT 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.
  • A BIT 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.
  • A BIT 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
  • A BIT 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 $1.2 billion 2010: NYT bestseller Delivering Happiness published
  • The Power of WOW ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200
  • THE #1 PRIORITY
  • THE #1 PRIORITY
  • CULTURE THE #1 PRIORITY
  • CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
  • CLOTHING
  • CUSTOMER SERVICE
  • 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
  • BUILDING GREAT
  • INGREDIENT #1
  • Don’t make your core values just a meaningless plaque on the wall… CULTURE COMMITABLE CORE VALUES
  • 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
  • “Be real and you have nothing to fear” Don’t try to be someone you are not Parades at Zappos… YOUR CULTUREIS YOUR BRAND
  • “That’s great…
  • “That’s great… but it would never work at my company…”
  • ALIGNMENT It doesn’t matter what your core values are…as long as you commit to them.
  • INGREDIENT #2
  • VISION “Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
  • Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
  • Don’t chase the paper, chase the dream.”
  • ENTREPRENEURS “What would you be passionate about doing for 10 years even if you never made a dime?”
  • EMPLOYEES What’s the larger vision and greater purpose in their work beyond money or profits?
  • MOTIVATION
  • MOTIVATION VS
  • MOTIVATION INSPIRATIO VS
  • VISION & CULTURE PASSION & PURPOSE INSPIR E
  • EVOLVING VISION & BRAND AT ZAPPOS.COM 1999 Selection 2003 Customer Service 2005 Culture and core values as our platform 2007 Personal Emotional Connection 2009 Delivering Happiness
  • Clothing Customer Service Company Culture “a great brand is… ______” WHAT’S NEXTDELIVERING 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://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  • LAS VEGAS CITY HALL
  • 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 VEGAS FREMONT EAST
  • 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 VEGAS FREMONT EAST
  • DELIVERING HAPPINESSWHAT’S NEXT? Clothing Customer Service Company Culture
  • DELIVERING HAPPINESSWHAT’S NEXT? Clothing Customer Service Company Culture Community
  • DOWNTOWN PROJECT COLLISIONS CO-LEARNING CONNECTEDNESS
  • DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – 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-Learning and Co-working Capital of the World
  • DOWNTOWN PROJECT REFRAMING “COMMUNITY”
  • DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS
  • DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING
  • DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS
  • DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS • DENSITY
  • DOWNTOWN PROJECT REFRAMING “COMMUNITY” • 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 ROI VS Instead of maximizing short-term ROI (Return On Investment)…
  • ROC ROI VS Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC
  • ROC ROI VS Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community)
  • ROC ROI VS Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions)
  • ROC & ROL ROI VS Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions) and institutionalizing ROL
  • ROC & ROL Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions) and institutionalizing ROL (Return On Luck) ROI VS
  • ROC & ROL Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions) and institutionalizing ROL (Return On Luck) – Accelerating Serendipity ROI VS
  • 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 Owner Operated - Passionate Helps Promote Community & Collisions
  • $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability
  • $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable
  • $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable Unique or First or Best at Something
  • $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable Unique or First or Best at Something Story-worthy
  • NATALIE
  • NATALIE
  • NATALIE
  • NATALIE
  • NATALIE
  • NATALIE
  • CHECK CASHING
  • CHECK CASHING
  • SARAH
  • SARAH
  • SARAH
  • SHIPPING CONTAINERS
  • CONTAINER PARK
  • CONTAINER PARK
  • CONTAINER PARK
  • CONTAINER PARK
  • LVCK
  • LVCK
  • LVCK
  • SHIPPING CONTAINERS
  • MEDICAL CLINIC
  • $50M TECH STARTUPS
  • $50M TECH STARTUPS https://twitter.com/VegasKramer/status/330833896574951424/photo/1
  • $50M TECH STARTUPS
  • PROJECT 100
  • PROJECT 100
  • COWORKING https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=523b8f7211d2d802c3ba1d40
  • COWORKING https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=5196bb0f498eb4bdee4082f1
  • http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7- VVqSMlA#vPAm4TwFWc3kw_lM9NJzfQ GOLD SPIKE (FORMER CASINO)
  • http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7- VVqSMlA#uSzsFfdBhPok_sfEpJk-7Q GOLD SPIKE (FORMER CASINO)
  • GOLD SPIKE COWORKING LOUNGE
  • https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=51f18e5d498eb74dd6fc3edf GOLD SPIKE COWORKING LOUNGE
  • https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=52099aef11d226362f7930d9 GOLD SPIKE COWORKING LOUNGE
  • GOLD SPIKE COWORKING LOUNGE
  • LEARNING VILLAGE
  • LEARNING VILLAGE
  • LEARNING VILLAGE https://foursquare.com/v/learning-village/51c4ebf5454a6e38af8a9e85/photos?openPhotoId=51e08991498efac3d12b7387
  • http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • CITY AS A STARTUP http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • $50M EDUCATION, ARTS, CULTURE http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • $50M EDUCATION, ARTS, CULTURE http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b
  • $50M EDUCATION, ARTS, CULTURE
  • $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
  • $50M EDUCATION, ARTS, CULTURE http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
  • LIFE IS BEAUTIFUL
  • LIFE IS BEAUTIFUL
  • LIFE IS BEAUTIFUL
  • LIFE IS BEAUTIFUL
  • 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://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.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
  • OUR SECRET WEAPON http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
  • LEARNINGS FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community
  • DOWNTOWN VEGAS EVERY DAY Curated Content Serendipity Learning Connections Community
  • Fremont St. & Las Vegas Blvd.
  • Fremont St. & Las Vegas Blvd.
  • INSPIRE THEATER
  • INSPIRE THEATER
  • INSPIRE THEATER
  • INSPIRE THEATER
  • INSPIRE THEATER
  • INSPIRE THEATER
  • INSPIRE THEATER
  • INSPIRE THEATER
  • DOWNTOWN VEGAS MONTHLY CADENCE
  • Week 1 – First Friday Week DOWNTOWN VEGAS MONTHLY CADENCE
  • Week 1 – First Friday Week Week 2 – Tech Week DOWNTOWN VEGAS MONTHLY CADENCE
  • Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week DOWNTOWN VEGAS MONTHLY CADENCE
  • Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week DOWNTOWN VEGAS MONTHLY CADENCE
  • What is the value of a resident that is out and about in the neighborhood? RETURN ON COLLISIONSROC
  • What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day RETURN ON COLLISIONSROC
  • What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day x 7 days/week RETURN ON COLLISIONSROC
  • What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day x 7 days/week x 40 weeks/year RETURN ON COLLISIONSROC
  • What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day x 7 days/week x 40 weeks/year = 1000 “collisionable” hours/year RETURN ON COLLISIONSROC
  • 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 INCUBATOR STITCH FACTORY
  • FASHION INCUBATOR STITCH FACTORY
  • What is the value of a purposeful visitor that contributes to community? RETURN ON COLLISIONSROC
  • What is the value of a purposeful visitor that contributes to community? 12 hours/day RETURN ON COLLISIONSROC
  • What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week RETURN ON COLLISIONSROC
  • What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week x 12 weeks/year RETURN ON COLLISIONSROC
  • 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 RETURN ON COLLISIONSROC
  • RETURN ON COLLISIONSROC “SUBSCRIB E”
  • 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism RETURN ON COLLISIONSROC
  • 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism RETURN ON COLLISIONSROC
  • 100,000 RETURN ON COLLISIONSROC
  • 100,000 “collisionable” RETURN ON COLLISIONSROC
  • 100,000 “collisionable” community RETURN ON COLLISIONSROC
  • 100,000 “collisionable” community hours RETURN ON COLLISIONSROC
  • 100,000 “collisionable” community hours per RETURN ON COLLISIONSROC
  • 100,000 “collisionable” community hours per acre RETURN ON COLLISIONSROC
  • 100,000 “collisionable” community hours per acre per RETURN ON COLLISIONSROC
  • 100,000 “collisionable” community hours per acre per year RETURN ON COLLISIONSROC
  • 100,000 “collisionable” community hours per acre per year RETURN ON COLLISIONSROC 2.3 COLLISIONABLE HOURS PER SQUARE FOOT
  • 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 BET 3 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 https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  • 75% WILL LIVE IN CITIES IN OUR LIFETIME https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  • THE 4 MINUTE MILE
  • THE 4 MINUTE MILE
  • MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com
  • A GREAT BRAND is a story that never stops unfolding.
  • is a story that never stops unfolding. A GREAT BRAND COMPANY
  • A GREAT BRAND COMPANY CITY is a story that never stops unfolding.
  • A GREAT BRAND COMPANY CITY COMMUNITY is a story that never stops unfolding.
  • MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com