Industrial Sanitary Supply Association - DTP - Zappos - November 20, 2013
Upcoming SlideShare
Loading in...5
×
 

Industrial Sanitary Supply Association - DTP - Zappos - November 20, 2013

on

  • 665 views

 

Statistics

Views

Total Views
665
Views on SlideShare
663
Embed Views
2

Actions

Likes
0
Downloads
21
Comments
0

1 Embed 2

http://www.linkedin.com 2

Accessibility

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Industrial Sanitary Supply Association - DTP - Zappos - November 20, 2013 Industrial Sanitary Supply Association - DTP - Zappos - November 20, 2013 Presentation Transcript

  • ZAPPOS.COM DELIVERING HAPPINESS DOWNTOWN PROJECT
  • Downtown Project Collisions Community Co-Learning
  • Slide 3
  • A Little About Me (Tony) • Slide 4 1994-1995: Pizza business in college
  • A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million 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 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
  • 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.
  • 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
  • The Power of WOW $1,000 Gross Sales $MM 800 600 400 200 ‘00 Slide 9 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08
  • 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
  • the #1 priority Slide 11
  • CULTURE the #1 priority Slide 12
  • CULTURE the #1 priority Hiring for culture 4 weeks of training $4000 offer Culture book Slide 13
  • Clothing, Customer Service, Culture Culture Customer Service Clothing Slide 14
  • Clothing Slide 15
  • Customer Service Slide 16
  • Culture Slide 17
  • Clothing, Customer Service, Culture Culture Customer Service Clothing Slide 18
  • 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
  • Building Great Slide 20
  • Ingredient #1 Slide 21
  • CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall… Slide 22
  • 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
  • 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
  • “That’s great… Slide 25
  • “That’s great… but it would never work at my company…” Slide 26
  • ALIGNMENT It doesn’t matter what your core values are… as long as you commit to them. Slide 27
  • Ingredient #2 Slide 28
  • VISION “Whatever you’re thinking, think bigger Does the vision have meaning? Chase the vision, not the money… Slide 29 .”
  • 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
  • ENTREPRENEURS: “What would you be passionate about doing for 10 years even if you never made a dime?” Slide 31
  • EMPLOYEES: What’s the larger vision and greater purpose in their work beyond money or profits? Slide 32
  • MOTIVATION Slide 33
  • MOTIVATION vs. INSPIRATION Slide 34
  • Vision & Culture inspire Passion & Purpose Slide 35
  • 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
  • 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?
  • 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.
  • Delivering Happiness - What’s Next? Clothing Customer Service Company Culture “a great brand is… ______” Slide 39
  • 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
  • Las Vegas City Hall Slide 41 http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  • Las Vegas City Hall Slide 42
  • Las Vegas City Hall Slide 43
  • Nike http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg Slide 44
  • Google Slide 45 http://static.panoramio.com/photos/original/400729.jpg
  • Apple Slide 46 http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
  • Doggy Day Care Slide 47 http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
  • NYU Campus Slide 48 http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
  • Downtown Vegas - Fremont East http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg Slide 49
  • Downtown Vegas - Fremont East Slide 50 http://www.lucyvegas.com/sites/default/files/griffin5.jpg
  • Downtown Vegas - Fremont East Slide 51
  • Downtown Vegas - Fremont East Slide 52 http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
  • Delivering Happiness - What’s Next? Clothing Customer Service Company Culture Slide 53
  • Delivering Happiness - What’s Next? Clothing Customer Service Company Culture Community Slide 54
  • DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate Slide 55
  • DOWNTOWN PROJECT GOALS Slide 56
  • DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance Slide 57
  • DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance The Most Community-Focused Large City in the World Slide 58
  • 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
  • ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… Slide 60
  • ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC Slide 61
  • ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community) Slide 62
  • 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
  • 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
  • THE BIG BET Accelerating Collisions, Community, and Co-Learning Slide 65
  • THE BIG BET Accelerating Collisions, Community, and Co-Learning …will lead to… Happiness, Luckiness, Innovation, and Productivity Slide 66
  • DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate Slide 67
  • $50M – Small Businesses Slide 68
  • $50M – Small Businesses  Slide 69 Criteria
  • $50M – Small Businesses  Criteria  Slide 70 Owner Operated - Passionate
  • $50M – Small Businesses  Criteria   Slide 71 Owner Operated - Passionate Helps Build Community
  • $50M – Small Businesses  Criteria    Slide 72 Owner Operated - Passionate Helps Build Community Execution Ability
  • $50M – Small Businesses  Criteria     Slide 73 Owner Operated - Passionate Helps Build Community Execution Ability Sustainable
  • $50M – Small Businesses  Criteria      Slide 74 Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at Something
  • $50M – Small Businesses  Criteria       Slide 75 Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at Something Story-worthy
  • Natalie Slide 76
  • Natalie Slide 77
  • Natalie Slide 78
  • Natalie Slide 79
  • Natalie Slide 80
  • Natalie Slide 81
  • Check Cashing Slide 82 http://www.vegaschatter.com/files/100501/checks_cashed..jpg
  • Check Cashing Slide 83
  • Sarah Slide 84
  • Sarah Slide 85
  • Sarah Slide 86
  • Shipping Containers http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpg Slide 87
  • Shipping Containers Slide 88
  • Shipping Container Park Slide 89
  • Shipping Container Park Slide 90
  • Shipping Container Park Slide 91
  • Shipping Container Park Slide 92
  • Shipping Container Park Slide 93
  • Bike Sharing Slide 94
  • $50M – Tech Startups Slide 95 http://imgs.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
  • $50M – Tech Startups Slide 96 http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576
  • The City as a Startup Slide 97 http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • $50M – Startups Slide 98 http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
  • $50M – Education, Arts, Culture Slide 99 http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
  • $50M – Education, Arts, Culture Slide 100 http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
  • $50M – Education, Arts, Culture Slide 101 http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
  • $50M – Education, Arts, Culture Slide 102 http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
  • $50M – Education, Arts, Culture Slide 103 http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
  • $50M – Education, Arts, Culture Slide 104 http://mikerossart.net/images/mikeross_enter.jpg
  • $50M – Education, Arts, Culture Slide 105
  • Slide 106
  • Slide 107
  • $200M – Real Estate Slide 108 http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
  • 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
  • 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
  • HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience Slide 111
  • Las Vegas City Hall Slide 112 http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  • 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
  • LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company Slide 114
  • LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City Slide 115
  • 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
  • Our Secret Weapon Slide 117 http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
  • LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community Slide 118
  • Downtown Vegas Every Day Curated Content Serendipity Learning Connections Community Slide 119
  • Fremont St. & Las Vegas Blvd. 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
  • Downtown Vegas Monthly Cadence Slide 130
  • Downtown Vegas Monthly Cadence Week 1 – First Friday Week Slide 131
  • Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Slide 132
  • Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Slide 133
  • Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week Slide 134
  • Fashion Incubator – Stitch Factory Slide 135
  • Fashion Incubator – Stitch Factory Slide 136
  • Return On Collisions (ROC) What is the value of a resident that is out and about in the community? Slide 137
  • 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
  • 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
  • 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
  • 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
  • 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
  • Jake – Flint and Tinder Slide 143
  • Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? Slide 144
  • Return On Collisions (ROC) What is the value of a purposeful visitor that contributes to community? 12 hours/day Slide 145
  • 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
  • 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
  • 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
  • Return On Collisions (ROC) “Subscribe” to Downtown Vegas Slide 149
  • 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
  • Return On Collisions (ROC) 1. Slide 151 100 residents per acre
  • Return On Collisions (ROC) 1. Slide 152 100,000
  • Return On Collisions (ROC) 1. Slide 153 100,000 “collisionable”
  • Return On Collisions (ROC) 1. Slide 154 100,000 “collisionable” community
  • Return On Collisions (ROC) 1. Slide 155 100,000 “collisionable” community hours
  • Return On Collisions (ROC) 1. Slide 156 100,000 “collisionable” community hours per
  • Return On Collisions (ROC) 1. Slide 157 100,000 “collisionable” community hours per acre
  • Return On Collisions (ROC) 1. Slide 158 100,000 “collisionable” community hours per acre per
  • Return On Collisions (ROC) 1. Slide 159 100,000 “collisionable” community hours per acre per year
  • 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
  • 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
  • Slide 162
  • ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT Slide 163
  • 50% of Humans Live in Cities Slide 164 http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
  • 75% Will Live In Cities in Our Lifetime Slide 165 http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
  • The 4-Minute Mile Slide 166
  • The 4-Minute Mile Slide 167 http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG
  • www.DowntownProject.com tony@zappos.com Slide 168 http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
  • A great brand is a story that never stops unfolding. Slide 169
  • A great brand company is a story that never stops unfolding. Slide 170
  • A great brand company city is a story that never stops unfolding. Slide 171
  • A great brand company city community is a story that never stops unfolding. Slide 172
  • Thank you! For a copy of this presentation: tony@zappos.com For more information: www.DowntownProject.com Slide 173
  • http://www.youtube.com/watch?v=AF4f3l4a4_A Slide 174