Jobvite - Zappos - DTP - 5.1.14
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  • 1. ZAPPOS.COM DELIVERING HAPPINESS DOWNTOWN PROJECT
  • 2. A BIT ABOUT ME (TONY) 1994-1995: Pizza business in college
  • 3. A BIT ABOUT ME (TONY) 1994-1995: Pizza business in college 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
  • 4. A BIT 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.
  • 5. A BIT 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.
  • 6. A BIT 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
  • 7. A BIT 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 $1.2 billion 2010: NYT bestseller Delivering Happiness published
  • 8. The Power of WOW „01 „02 „06„03 „04 „05 „07„00 „08 GrossSales$MM $1,000 800 600 400 200
  • 9. THE #1 PRIORITY
  • 10. THE #1 PRIORITY
  • 11. CULTURE THE #1 PRIORITY
  • 12. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
  • 13. CLOTHING
  • 14. CUSTOMER SERVICE
  • 15. CULTURE
  • 16. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
  • 17. DELIVERING HAPPINESSCUSTOMERS & 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
  • 18. BUILDING GREAT
  • 19. INGREDIENT #1
  • 20. Don‟t make your core values just a meaningless plaque on the wall… CULTURE COMMITABLE CORE VALUES
  • 21. 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
  • 22. “Be real and you have nothing to fear” Don‟t try to be someone you are not Parades at Zappos… YOUR CULTUREIS YOUR BRAND
  • 23. “That‟s great…
  • 24. “That‟s great… but it would never work at my company…”
  • 25. ALIGNMENT It doesn‟t matter what your core values are…as long as you commit to them.
  • 26. INGREDIENT #2
  • 27. VISION “Whatever you‟re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
  • 28. Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
  • 29. Don‟t chase the paper, chase the dream.”
  • 30. ENTREPRENEURS “What would you be passionate about doing for 10 years even if you never made a dime?”
  • 31. EMPLOYEES What‟s the larger vision and greater purpose in their work beyond money or profits?
  • 32. MOTIVATION
  • 33. MOTIVATION VS
  • 34. MOTIVATION INSPIRATIO VS
  • 35. VISION & CULTURE PASSION & PURPOSE INSPIR E
  • 36. EVOLVING VISION & BRAND AT ZAPPOS.COM 1999 Selection 2003 Customer Service 2005 Culture and core values as our platform 2007 Personal Emotional Connection 2009 Delivering Happiness
  • 37. Clothing Customer Service Company Culture “a great brand is… ______” WHAT‟S NEXTDELIVERING HAPPINESS
  • 38. ZAPPOS.COM http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
  • 39. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  • 40. LAS VEGAS CITY HALL
  • 41. LAS VEGAS CITY HALL
  • 42. APPLE http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
  • 43. NIKE http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
  • 44. GOOGLE http://static.panoramio.com/photos/original/400729.jpg
  • 45. DOGGY DAY CARE http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
  • 46. NYU CAMPUS http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
  • 47. http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg DOWNTOWN VEGAS FREMONT EAST
  • 48. DOWNTOWN VEGAS FREMONT EAST http://www.lucyvegas.com/sites/default/files/griffin5.jpg
  • 49. DOWNTOWN VEGAS FREMONT EAST
  • 50. http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg DOWNTOWN VEGAS FREMONT EAST
  • 51. DELIVERING HAPPINESSWHAT‟S NEXT? Clothing Customer Service Company Culture
  • 52. DELIVERING HAPPINESSWHAT‟S NEXT? Clothing Customer Service Company Culture Community
  • 53. DOWNTOWN PROJECT COLLISIONS CO-LEARNING CONNECTEDNESS
  • 54. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
  • 55. DOWNTOWN PROJECT GOALS
  • 56. DOWNTOWN PROJECT GOALS • Live/Work/Play – Walking Distance
  • 57. DOWNTOWN PROJECT GOALS • Live/Work/Play – Walking Distance • The Most Community-Focused Large City in the World
  • 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
  • 59. DOWNTOWN PROJECT REFRAMING “COMMUNITY”
  • 60. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS
  • 61. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING
  • 62. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS
  • 63. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS • DENSITY
  • 64. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS • DENSITY • DIVERSITY
  • 65. Accelerating Collisions, Co-Learning, and Connectedness THE BIG BET
  • 66. Accelerating Collisions, Co-Learning, and Connectedness …will lead to… Happiness, Luckiness, Innovation, and Productivity THE BIG BET
  • 67. ROC ROI VS Instead of maximizing short-term ROI (Return On Investment)…
  • 68. ROC ROI VS Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC
  • 69. ROC ROI VS Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community)
  • 70. ROC ROI VS Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions)
  • 71. ROC & ROL ROI VS Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions) and institutionalizing ROL
  • 72. ROC & ROL Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions) and institutionalizing ROL (Return On Luck) ROI VS
  • 73. ROC & ROL Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions) and institutionalizing ROL (Return On Luck) – Accelerating Serendipity ROI VS
  • 74. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
  • 75. $50M SMALL BUSINESS
  • 76. $50M SMALL BUSINESS Criteria
  • 77. $50M SMALL BUSINESS Criteria Owner Operated - Passionate
  • 78. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions
  • 79. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability
  • 80. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable
  • 81. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable Unique or First or Best at Something
  • 82. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable Unique or First or Best at Something Story-worthy
  • 83. NATALIE
  • 84. NATALIE
  • 85. NATALIE
  • 86. NATALIE
  • 87. NATALIE
  • 88. NATALIE
  • 89. CHECK CASHING
  • 90. CHECK CASHING
  • 91. SARAH
  • 92. SARAH
  • 93. SARAH
  • 94. SHIPPING CONTAINERS
  • 95. CONTAINER PARK
  • 96. CONTAINER PARK
  • 97. CONTAINER PARK
  • 98. CONTAINER PARK
  • 99. LVCK
  • 100. LVCK
  • 101. LVCK
  • 102. SHIPPING CONTAINERS
  • 103. MEDICAL CLINIC
  • 104. $50M TECH STARTUPS
  • 105. $50M TECH STARTUPS https://twitter.com/VegasKramer/status/330833896574951424/photo/1
  • 106. $50M TECH STARTUPS
  • 107. PROJECT 100
  • 108. PROJECT 100
  • 109. COWORKING https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=523b8f7211d2d802c3ba1d40
  • 110. COWORKING https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=5196bb0f498eb4bdee4082f1
  • 111. http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7- VVqSMlA#vPAm4TwFWc3kw_lM9NJzfQ GOLD SPIKE (FORMER CASINO)
  • 112. http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7- VVqSMlA#uSzsFfdBhPok_sfEpJk-7Q GOLD SPIKE (FORMER CASINO)
  • 113. GOLD SPIKE COWORKING LOUNGE
  • 114. https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=51f18e5d498eb74dd6fc3edf GOLD SPIKE COWORKING LOUNGE
  • 115. https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=52099aef11d226362f7930d9 GOLD SPIKE COWORKING LOUNGE
  • 116. GOLD SPIKE COWORKING LOUNGE
  • 117. LEARNING VILLAGE
  • 118. LEARNING VILLAGE
  • 119. LEARNING VILLAGE https://foursquare.com/v/learning-village/51c4ebf5454a6e38af8a9e85/photos?openPhotoId=51e08991498efac3d12b7387
  • 120. http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • 121. CITY AS A STARTUP http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • 122. $50M EDUCATION, ARTS, CULTURE http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • 123. $50M EDUCATION, ARTS, CULTURE http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b
  • 124. $50M EDUCATION, ARTS, CULTURE
  • 125. $50M EDUCATION, ARTS, CULTURE http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
  • 126. $50M EDUCATION, ARTS, CULTURE http://mikerossart.net/images/mikeross_enter.jpg
  • 127. $50M EDUCATION, ARTS, CULTURE http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
  • 128. LIFE IS BEAUTIFUL
  • 129. LIFE IS BEAUTIFUL
  • 130. LIFE IS BEAUTIFUL
  • 131. LIFE IS BEAUTIFUL
  • 132. LIFE IS BEAUTIFUL
  • 133. $200M REAL ESTATE
  • 134. Productivity and innovation per resident increases by 15% (But not true for companies) Accelerate serendipity > Accelerate learning > Accelerate productivity and innovation WHEN CITIES DOUBLE IN SIZE
  • 135. 1. Residential density of 100 residents/acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism 3 INGREDIENTS FOR SERENDIPITY
  • 136. Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience HOW TO ACCELERATE LEARNING & INNOVATION
  • 137. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  • 138. DIVERSITY + DENSITY 1. Zappos employees 2. Tech Startup Community 3. Small Business Community 4. Fashion Community 5. Art and Music Communities 6. Other Passion Communities 7. Local Residents
  • 139. OUR SECRET WEAPON http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
  • 140. LEARNINGS FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community
  • 141. DOWNTOWN VEGAS EVERY DAY Curated Content Serendipity Learning Connections Community
  • 142. Fremont St. & Las Vegas Blvd.
  • 143. Fremont St. & Las Vegas Blvd.
  • 144. INSPIRE THEATER
  • 145. INSPIRE THEATER
  • 146. INSPIRE THEATER
  • 147. INSPIRE THEATER
  • 148. INSPIRE THEATER
  • 149. INSPIRE THEATER
  • 150. INSPIRE THEATER
  • 151. INSPIRE THEATER
  • 152. DOWNTOWN VEGAS MONTHLY CADENCE
  • 153. Week 1 – First Friday Week DOWNTOWN VEGAS MONTHLY CADENCE
  • 154. Week 1 – First Friday Week Week 2 – Tech Week DOWNTOWN VEGAS MONTHLY CADENCE
  • 155. Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week DOWNTOWN VEGAS MONTHLY CADENCE
  • 156. Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week DOWNTOWN VEGAS MONTHLY CADENCE
  • 157. What is the value of a resident that is out and about in the neighborhood? RETURN ON COLLISIONSROC
  • 158. What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day RETURN ON COLLISIONSROC
  • 159. What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day x 7 days/week RETURN ON COLLISIONSROC
  • 160. What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day x 7 days/week x 40 weeks/year RETURN ON COLLISIONSROC
  • 161. What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day x 7 days/week x 40 weeks/year = 1000 “collisionable” hours/year RETURN ON COLLISIONSROC
  • 162. JAKE – FLINT & TINDER http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It- b.jpg
  • 163. JAKE – FLINT & TINDER
  • 164. FASHION INCUBATOR STITCH FACTORY
  • 165. FASHION INCUBATOR STITCH FACTORY
  • 166. What is the value of a purposeful visitor that contributes to community? RETURN ON COLLISIONSROC
  • 167. What is the value of a purposeful visitor that contributes to community? 12 hours/day RETURN ON COLLISIONSROC
  • 168. What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week RETURN ON COLLISIONSROC
  • 169. What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week x 12 weeks/year RETURN ON COLLISIONSROC
  • 170. 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 RETURN ON COLLISIONSROC
  • 171. RETURN ON COLLISIONSROC “SUBSCRIB E”
  • 172. 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism RETURN ON COLLISIONSROC
  • 173. 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism RETURN ON COLLISIONSROC
  • 174. 100,000 RETURN ON COLLISIONSROC
  • 175. 100,000 “collisionable” RETURN ON COLLISIONSROC
  • 176. 100,000 “collisionable” community RETURN ON COLLISIONSROC
  • 177. 100,000 “collisionable” community hours RETURN ON COLLISIONSROC
  • 178. 100,000 “collisionable” community hours per RETURN ON COLLISIONSROC
  • 179. 100,000 “collisionable” community hours per acre RETURN ON COLLISIONSROC
  • 180. 100,000 “collisionable” community hours per acre per RETURN ON COLLISIONSROC
  • 181. 100,000 “collisionable” community hours per acre per year RETURN ON COLLISIONSROC
  • 182. 100,000 “collisionable” community hours per acre per year RETURN ON COLLISIONSROC 2.3 COLLISIONABLE HOURS PER SQUARE FOOT
  • 183. Accelerate: 1. Collisions 2. Co-Learning 3. Connectedness And everything else will fall into place… (productivity, innovation, growth, happiness) What will people say about downtown? THE BIG BET 3 GUIDING PRINCIPLES
  • 184. ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT
  • 185. https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  • 186. 50% OF HUMANS LIVE IN CITIES https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  • 187. 75% WILL LIVE IN CITIES IN OUR LIFETIME https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  • 188. THE 4 MINUTE MILE
  • 189. THE 4 MINUTE MILE
  • 190. MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com
  • 191. A GREAT BRAND is a story that never stops unfolding.
  • 192. is a story that never stops unfolding. A GREAT BRAND COMPANY
  • 193. A GREAT BRAND COMPANY CITY is a story that never stops unfolding.
  • 194. A GREAT BRAND COMPANY CITY COMMUNITY is a story that never stops unfolding.
  • 195. MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com