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IMA Impact 13 - Zappos DTP - September 25, 2013
 

IMA Impact 13 - Zappos DTP - September 25, 2013

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    IMA Impact 13 - Zappos DTP - September 25, 2013 IMA Impact 13 - Zappos DTP - September 25, 2013 Presentation Transcript

    • ZAPPOS.COM DELIVERING HAPPINESS DOWNTOWN PROJECT
    • Downtown Project Collisions Community Co-Learning
    • Slide 3
    • Slide 4 A Little About Me (Tony) • 1994-1995: Pizza business in college
    • Slide 5 A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
    • 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.
    • 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.
    • 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 $1.2 billion • 2010: NYT bestseller Delivering Happiness published
    • Slide 9 The Power of WOW ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200
    • 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?
    • Slide 11 the #1 priority
    • Slide 12 the #1 priority CULTURE
    • Slide 13 the #1 priority CULTURE 4 weeks of training Culture book $4000 offer Hiring for culture
    • Slide 14 Clothing, Customer Service, Culture Customer Service Clothing Culture
    • Slide 15 Clothing
    • Slide 16 Customer Service
    • Slide 17 Culture
    • Slide 18 Clothing, Customer Service, Culture Customer Service Clothing Culture
    • 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
    • Slide 20 Building Great
    • Slide 21 Ingredient #1
    • Slide 22 CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…
    • 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
    • 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…
    • Slide 25 “That’s great…
    • Slide 26 “That’s great… but it would never work at my company…”
    • Slide 27 ALIGNMENT It doesn’t matter what your core values are… as long as you commit to them.
    • Slide 28 Ingredient #2
    • Slide 29 VISION “Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
    • Slide 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 31 ENTREPRENEURS: “What would you be passionate about doing for 10 years even if you never made a dime?”
    • Slide 32 EMPLOYEES: What’s the larger vision and greater purpose in their work beyond money or profits?
    • Slide 33 MOTIVATION
    • Slide 34 MOTIVATION vs. INSPIRATION
    • Slide 35 Vision & Culture inspire Passion & Purpose
    • 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
    • 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?
    • 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.
    • Slide 39 Delivering Happiness - What’s Next? Clothing Customer Service Company Culture “a great brand is… ______”
    • Slide 40 Zappos.com http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in- henderson-nv-photo-by.jpg
    • Slide 41 Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
    • Slide 42 Las Vegas City Hall
    • Slide 43 Las Vegas City Hall
    • Slide 44 Nike http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
    • Slide 45 Google http://static.panoramio.com/photos/original/400729.jpg
    • Slide 46 Apple http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
    • Slide 47 Doggy Day Care http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
    • Slide 48 NYU Campus http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
    • Slide 49 Downtown Vegas - Fremont East http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
    • Slide 50 Downtown Vegas - Fremont East http://www.lucyvegas.com/sites/default/files/griffin5.jpg
    • Slide 51 Downtown Vegas - Fremont East
    • Slide 52 Downtown Vegas - Fremont East http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
    • Slide 53 Delivering Happiness - What’s Next? Clothing Customer Service Company Culture
    • Slide 54 Delivering Happiness - What’s Next? Clothing Customer Service Company Culture Community
    • Slide 55 DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate
    • Slide 56 DOWNTOWN PROJECT GOALS
    • Slide 57 DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance
    • Slide 58 DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance The Most Community-Focused Large City in the World
    • 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
    • Slide 60 ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)…
    • Slide 61 ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC
    • Slide 62 ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community)
    • 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
    • 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
    • Slide 65 THE BIG BET Accelerating Collisions, Community, and Co-Learning
    • Slide 66 THE BIG BET Accelerating Collisions, Community, and Co-Learning …will lead to… Happiness, Luckiness, Innovation, and Productivity
    • Slide 67 DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate
    • Slide 68 $50M – Small Businesses
    • Slide 69 $50M – Small Businesses  Criteria
    • Slide 70 $50M – Small Businesses  Criteria  Owner Operated - Passionate
    • Slide 71 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community
    • Slide 72 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability
    • Slide 73 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable
    • Slide 74 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable  Unique or First or Best at Something
    • Slide 75 $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable  Unique or First or Best at Something  Story-worthy
    • Slide 76 Natalie
    • Slide 77 Natalie
    • Slide 78 Natalie
    • Slide 79 Natalie
    • Slide 80 Natalie
    • Slide 81 Natalie
    • Slide 82 Check Cashing http://www.vegaschatter.com/files/100501/checks_cashed..jpg
    • Slide 83 Check Cashing
    • Slide 84 Sarah
    • Slide 85 Sarah
    • Slide 86 Sarah
    • Slide 87 Shipping Containers http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpg
    • Slide 88 Shipping Containers
    • Slide 89 Shipping Container Park
    • Slide 90 Shipping Container Park
    • Slide 91 Shipping Container Park
    • Slide 92 Shipping Container Park
    • Slide 93 Shipping Container Park
    • Slide 94 Bike Sharing
    • Slide 95 $50M – Tech Startups http://img- s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
    • Slide 96 $50M – Tech Startups http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576
    • Slide 97 The City as a Startup http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
    • Slide 98 $50M – Startups http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
    • Slide 99 $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    • Slide 100 $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    • Slide 101 $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    • Slide 102 $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
    • Slide 103 $50M – Education, Arts, Culture http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
    • Slide 104 $50M – Education, Arts, Culture http://mikerossart.net/images/mikeross_enter.jpg
    • Slide 105 $50M – Education, Arts, Culture
    • Slide 106
    • Slide 107
    • Slide 108 $200M – Real Estate http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    • 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
    • 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
    • Slide 111 HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience
    • Slide 112 Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
    • 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
    • Slide 114 LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company
    • Slide 115 LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City
    • 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
    • Slide 117 Our Secret Weapon http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
    • Slide 118 LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community
    • Slide 119 Downtown Vegas Every Day Curated Content Serendipity Learning Connections Community
    • Slide 120 Fremont St. & Las Vegas Blvd.
    • Slide 121 Fremont St. & Las Vegas Blvd.
    • Slide 122 Fremont St. & Las Vegas Blvd.
    • Slide 123 Fremont St. & Las Vegas Blvd.
    • Slide 124 Fremont St. & Las Vegas Blvd.
    • Slide 125 Fremont St. & Las Vegas Blvd.
    • Slide 126 Fremont St. & Las Vegas Blvd.
    • Slide 127 Fremont St. & Las Vegas Blvd.
    • Slide 128 Fremont St. & Las Vegas Blvd.
    • Slide 129 Fremont St. & Las Vegas Blvd.
    • Slide 130 Downtown Vegas Monthly Cadence
    • Slide 131 Downtown Vegas Monthly Cadence Week 1 – First Friday Week
    • Slide 132 Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week
    • Slide 133 Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week
    • Slide 134 Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week
    • Slide 135 Fashion Incubator – Stitch Factory
    • Slide 136 Fashion Incubator – Stitch Factory
    • Slide 137 Return On Collisions (ROC) What is the value of a resident that is out and about in the community?
    • 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
    • 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
    • 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
    • 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
    • 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
    • Slide 143 Jake – Flint and Tinder
    • Slide 144 Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community?
    • Slide 145 Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? 12 hours/day
    • 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
    • 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
    • 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
    • Slide 149 Return On Collisions (ROC) “Subscribe” to Downtown Vegas
    • 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
    • Slide 151 Return On Collisions (ROC) 1. 100 residents per acre
    • Slide 152 Return On Collisions (ROC) 1. 100,000
    • Slide 153 Return On Collisions (ROC) 1. 100,000 “collisionable”
    • Slide 154 Return On Collisions (ROC) 1. 100,000 “collisionable” community
    • Slide 155 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours
    • Slide 156 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per
    • Slide 157 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per acre
    • Slide 158 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per acre per
    • Slide 159 Return On Collisions (ROC) 1. 100,000 “collisionable” community hours per acre per year
    • 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
    • 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?
    • Slide 162
    • Slide 163 ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT
    • Slide 164 50% of Humans Live in Cities http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    • Slide 165 75% Will Live In Cities in Our Lifetime http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
    • Slide 166 The 4-Minute Mile
    • Slide 167 The 4-Minute Mile http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG
    • Slide 168 www.DowntownProject.com tony@zappos.com http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
    • Slide 169 A great brand is a story that never stops unfolding.
    • Slide 170 A great brand company is a story that never stops unfolding.
    • Slide 171 A great brand company city is a story that never stops unfolding.
    • Slide 172 A great brand company city community is a story that never stops unfolding.
    • Slide 173 Thank you! For a copy of this presentation: tony@zappos.com For more information: www.DowntownProject.com
    • Slide 174 http://www.youtube.com/watch?v=AF4f3l4a4_A