Goldman Sachs Builders and Innovator's Summit_10.29.13

441 views
377 views

Published on

Published in: Business, Economy & Finance
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
441
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
6
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • {}
  • Goldman Sachs Builders and Innovator's Summit_10.29.13

    1. 1. ZAPPOS.COM DELIVERING HAPPINESS DOWNTOWN PROJECT
    2. 2. Downtown Project Collisions Community Co-Learning
    3. 3. Slide 3
    4. 4. A Little About Me (Tony) • Slide 4 1994-1995: Pizza business in college
    5. 5. A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million Slide 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 • Slide 6 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
    7. 7. A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million • Venture Frogs (investment fund) - Invested in Zappos.com, Inc. • Slide 7 1999: 1999-Today: Zappos.com, Inc.
    8. 8. A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million • Venture Frogs (investment fund) - Invested in Zappos.com, Inc. • 1999-Today: Zappos.com, Inc. • 2009: Amazon acquires Zappos for $1.2 billion • Slide 8 1999: 2010: NYT bestseller Delivering Happiness published
    9. 9. The Power of WOW $1,000 Gross Sales $MM 800 600 400 200 ‘00 Slide 9 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08
    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 priority Slide 11
    12. 12. CULTURE the #1 priority Slide 12
    13. 13. CULTURE the #1 priority Hiring for culture 4 weeks of training $4000 offer Culture book Slide 13
    14. 14. Clothing, Customer Service, Culture Culture Customer Service Clothing Slide 14
    15. 15. Clothing Slide 15
    16. 16. Customer Service Slide 16
    17. 17. Culture Slide 17
    18. 18. Clothing, Customer Service, Culture Culture Customer Service Clothing Slide 18
    19. 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 19
    20. 20. Building Great Slide 20
    21. 21. Ingredient #1 Slide 21
    22. 22. CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall… Slide 22
    23. 23. Example: Core Values 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Slide 23 Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate and Determined Be Humble
    24. 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 24
    25. 25. “That’s great… Slide 25
    26. 26. “That’s great… but it would never work at my company…” Slide 26
    27. 27. ALIGNMENT It doesn’t matter what your core values are… as long as you commit to them. Slide 27
    28. 28. Ingredient #2 Slide 28
    29. 29. VISION “Whatever you’re thinking, think bigger Does the vision have meaning? Chase the vision, not the money… Slide 29 .”
    30. 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 30
    31. 31. ENTREPRENEURS: “What would you be passionate about doing for 10 years even if you never made a dime?” Slide 31
    32. 32. EMPLOYEES: What’s the larger vision and greater purpose in their work beyond money or profits? Slide 32
    33. 33. MOTIVATION Slide 33
    34. 34. MOTIVATION vs. INSPIRATION Slide 34
    35. 35. Vision & Culture inspire Passion & Purpose Slide 35
    36. 36. Evolving vision and brand at Zappos.com  Selection  2003 Customer Service  2005 Culture and core values as our platform  2007 Personal Emotional Connection  Slide 36 1999 2009 Delivering Happiness
    37. 37. Questions   Where does the story end?  How do you reinforce the good memories?  What were the emotions, positive and negative?  Slide 37 Where does the story begin? How can you create more stories and memories?
    38. 38. What’s your 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.  Slide 38 You’re not in the _______ business. Think bigger.
    39. 39. Delivering Happiness - What’s Next? Clothing Customer Service Company Culture “a great brand is… ______” Slide 39
    40. 40. Zappos.com Slide 40 http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-inhenderson-nv-photo-by.jpg
    41. 41. Las Vegas City Hall Slide 41 http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
    42. 42. Las Vegas City Hall Slide 42
    43. 43. Las Vegas City Hall Slide 43
    44. 44. Nike http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg Slide 44
    45. 45. Google Slide 45 http://static.panoramio.com/photos/original/400729.jpg
    46. 46. Apple Slide 46 http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
    47. 47. Doggy Day Care Slide 47 http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
    48. 48. NYU Campus Slide 48 http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
    49. 49. Downtown Vegas - Fremont East http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg Slide 49
    50. 50. Downtown Vegas - Fremont East Slide 50 http://www.lucyvegas.com/sites/default/files/griffin5.jpg
    51. 51. Downtown Vegas - Fremont East Slide 51
    52. 52. Downtown Vegas - Fremont East Slide 52 http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
    53. 53. Delivering Happiness - What’s Next? Clothing Customer Service Company Culture Slide 53
    54. 54. Delivering Happiness - What’s Next? Clothing Customer Service Company Culture Community Slide 54
    55. 55. DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate Slide 55
    56. 56. DOWNTOWN PROJECT GOALS Slide 56
    57. 57. DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance Slide 57
    58. 58. DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance The Most Community-Focused Large City in the World Slide 58
    59. 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 Slide 59
    60. 60. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… Slide 60
    61. 61. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC Slide 61
    62. 62. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community) Slide 62
    63. 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 Slide 63
    64. 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 Slide 64
    65. 65. THE BIG BET Accelerating Collisions, Community, and Co-Learning Slide 65
    66. 66. THE BIG BET Accelerating Collisions, Community, and Co-Learning …will lead to… Happiness, Luckiness, Innovation, and Productivity Slide 66
    67. 67. DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate Slide 67
    68. 68. $50M – Small Businesses Slide 68
    69. 69. $50M – Small Businesses  Slide 69 Criteria
    70. 70. $50M – Small Businesses  Criteria  Slide 70 Owner Operated - Passionate
    71. 71. $50M – Small Businesses  Criteria   Slide 71 Owner Operated - Passionate Helps Build Community
    72. 72. $50M – Small Businesses  Criteria    Slide 72 Owner Operated - Passionate Helps Build Community Execution Ability
    73. 73. $50M – Small Businesses  Criteria     Slide 73 Owner Operated - Passionate Helps Build Community Execution Ability Sustainable
    74. 74. $50M – Small Businesses  Criteria      Slide 74 Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at Something
    75. 75. $50M – Small Businesses  Criteria       Slide 75 Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at Something Story-worthy
    76. 76. Natalie Slide 76
    77. 77. Natalie Slide 77
    78. 78. Natalie Slide 78
    79. 79. Natalie Slide 79
    80. 80. Natalie Slide 80
    81. 81. Natalie Slide 81
    82. 82. Check Cashing Slide 82 http://www.vegaschatter.com/files/100501/checks_cashed..jpg
    83. 83. Check Cashing Slide 83
    84. 84. Sarah Slide 84
    85. 85. Sarah Slide 85
    86. 86. Sarah Slide 86
    87. 87. Shipping Containers http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpg Slide 87
    88. 88. Shipping Containers Slide 88
    89. 89. Shipping Container Park Slide 89
    90. 90. Shipping Container Park Slide 90
    91. 91. Shipping Container Park Slide 91
    92. 92. Shipping Container Park Slide 92
    93. 93. Shipping Container Park Slide 93
    94. 94. Bike Sharing Slide 94
    95. 95. $50M – Tech Startups Slide 95 http://imgs.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
    96. 96. $50M – Tech Startups Slide 96 http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576
    97. 97. The City as a Startup Slide 97 http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
    98. 98. $50M – Startups Slide 98 http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
    99. 99. $50M – Education, Arts, Culture Slide 99 http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    100. 100. $50M – Education, Arts, Culture Slide 100 http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    101. 101. $50M – Education, Arts, Culture Slide 101 http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    102. 102. $50M – Education, Arts, Culture Slide 102 http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    103. 103. $50M – Education, Arts, Culture Slide 103 http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
    104. 104. $50M – Education, Arts, Culture Slide 104 http://mikerossart.net/images/mikeross_enter.jpg
    105. 105. $50M – Education, Arts, Culture Slide 105
    106. 106. Slide 106
    107. 107. Slide 107
    108. 108. $200M – Real Estate Slide 108 http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    109. 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 Slide 109
    110. 110. 3 INGREDIENTS FOR SERENDIPITY 1. 2. Street-level activity for residents to collide 3. Slide 110 Residential density of 100 residents/acre Culture of openness, collaboration, creativity, and optimism
    111. 111. HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience Slide 111
    112. 112. Las Vegas City Hall Slide 112 http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
    113. 113. DIFFERENT GROUPS COLLIDING 1. 2. 3. 4. 5. 6. 7. Slide 113 2000 Zappos employees 1000 Teach For America corp members and alumni Tech Startup Community Small Business Community Art and Music Communities Other Passion Communities Local Residents
    114. 114. LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company Slide 114
    115. 115. LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City Slide 115
    116. 116. LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City Slide 116 Values Innovation Serendipity Participation Upward Mobility Attracting Startups and the Creative Class
    117. 117. Our Secret Weapon Slide 117 http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
    118. 118. LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community Slide 118
    119. 119. Downtown Vegas Every Day Curated Content Serendipity Learning Connections Community Slide 119
    120. 120. Fremont St. & Las Vegas Blvd. Slide 120
    121. 121. Fremont St. & Las Vegas Blvd. Slide 121
    122. 122. Fremont St. & Las Vegas Blvd. Slide 122
    123. 123. Fremont St. & Las Vegas Blvd. Slide 123
    124. 124. Fremont St. & Las Vegas Blvd. Slide 124
    125. 125. Fremont St. & Las Vegas Blvd. Slide 125
    126. 126. Fremont St. & Las Vegas Blvd. Slide 126
    127. 127. Fremont St. & Las Vegas Blvd. Slide 127
    128. 128. Fremont St. & Las Vegas Blvd. Slide 128
    129. 129. Fremont St. & Las Vegas Blvd. Slide 129
    130. 130. Downtown Vegas Monthly Cadence Slide 130
    131. 131. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Slide 131
    132. 132. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Slide 132
    133. 133. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Slide 133
    134. 134. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week Slide 134
    135. 135. Fashion Incubator – Stitch Factory Slide 135
    136. 136. Fashion Incubator – Stitch Factory Slide 136
    137. 137. Return On Collisions (ROC) What is the value of a resident that is out and about in the community? Slide 137
    138. 138. Return On Collisions (ROC) What is the value of a resident that is out and about in the community? 3-4 hours/day Slide 138
    139. 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 Slide 139
    140. 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 Slide 140
    141. 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 Slide 141
    142. 142. Jake – Flint and Tinder http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-YouWill-Love-It-b.jpg Slide 142
    143. 143. Jake – Flint and Tinder Slide 143
    144. 144. Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? Slide 144
    145. 145. Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? 12 hours/day Slide 145
    146. 146. Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week Slide 146
    147. 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 Slide 147
    148. 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 Slide 148
    149. 149. Return On Collisions (ROC) “Subscribe” to Downtown Vegas Slide 149
    150. 150. Return On Collisions (ROC) 1. 2. Street-level activity for residents to collide 3. Slide 150 100 residents per acre Culture of openness, collaboration, creativity, and optimism
    151. 151. Return On Collisions (ROC) 1. Slide 151 100 residents per acre
    152. 152. Return On Collisions (ROC) 1. Slide 152 100,000
    153. 153. Return On Collisions (ROC) 1. Slide 153 100,000 “collisionable”
    154. 154. Return On Collisions (ROC) 1. Slide 154 100,000 “collisionable” community
    155. 155. Return On Collisions (ROC) 1. Slide 155 100,000 “collisionable” community hours
    156. 156. Return On Collisions (ROC) 1. Slide 156 100,000 “collisionable” community hours per
    157. 157. Return On Collisions (ROC) 1. Slide 157 100,000 “collisionable” community hours per acre
    158. 158. Return On Collisions (ROC) 1. Slide 158 100,000 “collisionable” community hours per acre per
    159. 159. Return On Collisions (ROC) 1. Slide 159 100,000 “collisionable” community hours per acre per year
    160. 160. Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per acre per year 2.3 collisionable hours per square foot per year Slide 160
    161. 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? Slide 161
    162. 162. Slide 162
    163. 163. ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT Slide 163
    164. 164. 50% of Humans Live in Cities Slide 164 http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    165. 165. 75% Will Live In Cities in Our Lifetime Slide 165 http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    166. 166. The 4-Minute Mile Slide 166
    167. 167. The 4-Minute Mile Slide 167 http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG
    168. 168. www.DowntownProject.com tony@zappos.com Slide 168 http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
    169. 169. A great brand is a story that never stops unfolding. Slide 169
    170. 170. A great brand company is a story that never stops unfolding. Slide 170
    171. 171. A great brand company city is a story that never stops unfolding. Slide 171
    172. 172. A great brand company city community is a story that never stops unfolding. Slide 172
    173. 173. Thank you! For a copy of this presentation: tony@zappos.com For more information: www.DowntownProject.com Slide 173
    174. 174. http://www.youtube.com/watch?v=AF4f3l4a4_A Slide 174

    ×