Dachis sxsw 2013 03 - full zappos dtp(1)

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Dachis sxsw 2013 03 - full zappos dtp(1)

  1. 1. ZAPPOS.COMDELIVERING HAPPINESSDOWNTOWN PROJECT
  2. 2. Downtown Project Collisions Community Co-Learning
  3. 3. Slide 3
  4. 4. A Little About Me (Tony) • 1994-1995: Pizza business in collegeSlide 4
  5. 5. A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 millionSlide 5
  6. 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 6
  7. 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 7
  8. 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 publishedSlide 8
  9. 9. The Power of WOW $1,000 800Gross Sales $MM 600 400 200 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 Slide 9
  10. 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 10
  11. 11. the #1 prioritySlide 11
  12. 12. CULTURE the #1 prioritySlide 12
  13. 13. CULTURE the #1 priority Hiring for culture 4 weeks of training $4000 offer Culture bookSlide 13
  14. 14. CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…Slide 14
  15. 15. 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 HumbleSlide 15
  16. 16. Clothing, Customer Service, Culture Culture Customer Service ClothingSlide 16
  17. 17. ClothingSlide 17
  18. 18. Customer ServiceSlide 18
  19. 19. CultureSlide 19
  20. 20. Clothing, Customer Service, Culture Culture Customer Service ClothingSlide 20
  21. 21. 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 AngelouSlide 21
  22. 22. Building GreatSlide 22
  23. 23. CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…Slide 23
  24. 24. VISION “Whatever you’re thinking, think bigger .” Does the vision have meaning? Chase the vision, not the money…Slide 24
  25. 25. VISION “Don’t chase the paper, chase the dream.” Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in NotoriousSlide 25
  26. 26. 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 HappinessSlide 26
  27. 27. Delivering Happiness - What’s Next? Clothing Customer Service Company Culture “a great brand is… ______”Slide 27
  28. 28. Zappos.com http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-Slide 28 henderson-nv-photo-by.jpg
  29. 29. Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpgSlide 29
  30. 30. Nike http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpgSlide 30
  31. 31. Google http://static.panoramio.com/photos/original/400729.jpgSlide 31
  32. 32. Apple http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpgSlide 32
  33. 33. Doggy Day Care http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPGSlide 33
  34. 34. NYU Campus http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPGSlide 34
  35. 35. Downtown Vegas - Fremont East http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpgSlide 35
  36. 36. Downtown Vegas - Fremont East http://www.lucyvegas.com/sites/default/files/griffin5.jpgSlide 36
  37. 37. Downtown Vegas - Fremont EastSlide 37
  38. 38. Downtown Vegas - Fremont East http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpgSlide 38
  39. 39. Delivering Happiness - What’s Next? Clothing Customer Service Company CultureSlide 39
  40. 40. Delivering Happiness - What’s Next? Clothing Customer Service Company Culture CommunitySlide 40
  41. 41. DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real EstateSlide 41
  42. 42. DOWNTOWN PROJECT GOALSSlide 42
  43. 43. DOWNTOWN PROJECT GOALS Live/Work/Play – Walking DistanceSlide 43
  44. 44. DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance The Most Community-Focused Large City in the WorldSlide 44
  45. 45. 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 WorldSlide 45
  46. 46. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)…Slide 46
  47. 47. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROCSlide 47
  48. 48. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community)Slide 48
  49. 49. 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 ROLSlide 49
  50. 50. 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 SerendipitySlide 50
  51. 51. THE BIG BET Accelerating Collisions, Community, and Co-LearningSlide 51
  52. 52. THE BIG BET Accelerating Collisions, Community, and Co-Learning …will lead to… Happiness, Luckiness, Innovation, and ProductivitySlide 52
  53. 53. DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real EstateSlide 53
  54. 54. $50M – Small BusinessesSlide 54
  55. 55. $50M – Small Businesses  CriteriaSlide 55
  56. 56. $50M – Small Businesses  Criteria  Owner Operated - PassionateSlide 56
  57. 57. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build CommunitySlide 57
  58. 58. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution AbilitySlide 58
  59. 59. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  SustainableSlide 59
  60. 60. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable  Unique or First or Best at SomethingSlide 60
  61. 61. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable  Unique or First or Best at Something  Story-worthySlide 61
  62. 62. NatalieSlide 62
  63. 63. NatalieSlide 63
  64. 64. NatalieSlide 64
  65. 65. NatalieSlide 65
  66. 66. NatalieSlide 66
  67. 67. NatalieSlide 67
  68. 68. Check Cashing http://www.vegaschatter.com/files/100501/checks_cashed..jpgSlide 68
  69. 69. Check CashingSlide 69
  70. 70. SarahSlide 70
  71. 71. SarahSlide 71
  72. 72. SarahSlide 72
  73. 73. Shipping Containers http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpgSlide 73
  74. 74. Shipping Container ParkSlide 74
  75. 75. Shipping Container ParkSlide 75
  76. 76. Shipping Container ParkSlide 76
  77. 77. Shipping Container ParkSlide 77
  78. 78. Bike SharingSlide 78
  79. 79. $50M – Tech Startups http://img-Slide 79 s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
  80. 80. $50M – Tech Startups http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576Slide 80
  81. 81. The City as a Startup http://bostinno.com/wp-content/uploads/2011/10/startup-sign.pngSlide 81
  82. 82. $50M – Startups http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpgSlide 82
  83. 83. $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgSlide 83
  84. 84. $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgSlide 84
  85. 85. $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgSlide 85
  86. 86. $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgSlide 86
  87. 87. $50M – Education, Arts, Culture http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpgSlide 87
  88. 88. $50M – Education, Arts, Culture http://mikerossart.net/images/mikeross_enter.jpgSlide 88
  89. 89. $200M – Real Estate http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgSlide 89
  90. 90. 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 innovationSlide 90
  91. 91. 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 optimismSlide 91
  92. 92. HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenienceSlide 92
  93. 93. Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpgSlide 93
  94. 94. 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 ResidentsSlide 94
  95. 95. LEARNING FROM ZAPPOS & COWORKING… Culture is to a CompanySlide 95
  96. 96. LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a CitySlide 96
  97. 97. LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City Values Innovation Serendipity Participation Upward MobilitySlide 97 Attracting Startups and the Creative Class
  98. 98. Our Secret Weapon http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpgSlide 98
  99. 99. LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections CommunitySlide 99
  100. 100. Downtown Vegas Every Day Curated Content Serendipity Learning Connections CommunitySlide 100
  101. 101. Fremont St. & Las Vegas Blvd.Slide 101
  102. 102. Fremont St. & Las Vegas Blvd.Slide 102
  103. 103. Fremont St. & Las Vegas Blvd.Slide 103
  104. 104. Fremont St. & Las Vegas Blvd.Slide 104
  105. 105. Fremont St. & Las Vegas Blvd.Slide 105
  106. 106. Fremont St. & Las Vegas Blvd.Slide 106
  107. 107. Fremont St. & Las Vegas Blvd.Slide 107
  108. 108. Fremont St. & Las Vegas Blvd.Slide 108
  109. 109. Fremont St. & Las Vegas Blvd.Slide 109
  110. 110. Downtown Vegas Monthly CadenceSlide 110
  111. 111. Downtown Vegas Monthly Cadence Week 1 – First Friday WeekSlide 111
  112. 112. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech WeekSlide 112
  113. 113. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion WeekSlide 113
  114. 114. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst WeekSlide 114
  115. 115. Fashion Incubator – Stitch FactorySlide 115
  116. 116. Fashion Incubator – Stitch FactorySlide 116
  117. 117. Collisions, Community, Co-Learning What is the value of a resident that is out and about in the community?Slide 117
  118. 118. Collisions, Community, Co-Learning What is the value of a resident that is out and about in the community? 3-4 hours/daySlide 118
  119. 119. Collisions, Community, Co-Learning What is the value of a resident that is out and about in the community? 3-4 hours/day x 7 days/weekSlide 119
  120. 120. Collisions, Community, Co-Learning 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/yearSlide 120
  121. 121. Collisions, Community, Co-Learning 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/yearSlide 121
  122. 122. Jake – Flint and Tinder http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Slide 122 Will-Love-It-b.jpg
  123. 123. Collisions, Community, Co-Learning What is the value of a purposeful visitor that contributes to community?Slide 123
  124. 124. Collisions, Community, Co-Learning What is the value of a purposeful visitor that contributes to community? 12 hours/daySlide 124
  125. 125. Collisions, Community, Co-Learning What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/weekSlide 125
  126. 126. Collisions, Community, Co-Learning What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week x 12 weeks/yearSlide 126
  127. 127. Collisions, Community, Co-Learning 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/yearSlide 127
  128. 128. Collisions, Community, Co-Learning “Subscribe” to Downtown VegasSlide 128
  129. 129. Collisions, Community, Co-Learning 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimismSlide 129
  130. 130. Collisions, Community, Co-Learning 1. 100 residents per acreSlide 130
  131. 131. Collisions, Community, Co-Learning 1. 100,000Slide 131
  132. 132. Collisions, Community, Co-Learning 1. 100,000 “collisionable”Slide 132
  133. 133. Collisions, Community, Co-Learning 1. 100,000 “collisionable” communitySlide 133
  134. 134. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hoursSlide 134
  135. 135. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours perSlide 135
  136. 136. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours per acreSlide 136
  137. 137. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours per acre perSlide 137
  138. 138. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours per acre per yearSlide 138
  139. 139. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours per acre per year 2.3 collisionable hours per square foot per yearSlide 139
  140. 140. 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 140
  141. 141. “Downtown Vegas Will Make You Smarter” http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpgSlide 141
  142. 142. ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECTSlide 142
  143. 143. 50% of Humans Live in Cities http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgSlide 143
  144. 144. 75% Will Live In Cities in Our Lifetime http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgSlide 144
  145. 145. The 4-Minute MileSlide 145
  146. 146. The 4-Minute Mile http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPGSlide 146
  147. 147. www.DowntownProject.com http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpgSlide 147

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