Google Ventures - Zappos - DTP - November 20, 2013

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Google Ventures - Zappos - DTP - November 20, 2013

  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

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