Sante Fe Institute - Zappos - DTP - 09.03.14

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Sante Fe Institute - Zappos - DTP - 09.03.14

  1. 1. ZAPPOS.COM DELIVERING HAPPINESS DOWNTOWN PROJECT
  2. 2. The Power of WOW ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 Gross Sales $MM $1,000 800 600 400 200
  3. 3. THE #1 PRIORITY
  4. 4. THE #1 PRIORITY
  5. 5. CULTURE THE #1 PRIORITY
  6. 6. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
  7. 7. CLOTHING
  8. 8. CUSTOMER SERVICE
  9. 9. CULTURE
  10. 10. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
  11. 11. DELIVERING CHUASTPOPMIENRSE &S ESMPLOYEES “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” -MAYA ANGELOU
  12. 12. WHAT’S DELIVNERIENG XHAPTPINESS Clothing Customer Service Company Culture “a great brand is… ______”
  13. 13. ZAPPOS.COM http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
  14. 14. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  15. 15. LAS VEGAS CITY HALL
  16. 16. LAS VEGAS CITY HALL
  17. 17. APPLE http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
  18. 18. NIKE http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
  19. 19. GOOGLE http://static.panoramio.com/photos/original/400729.jpg
  20. 20. DOGGY DAY CARE http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
  21. 21. NYU CAMPUS http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
  22. 22. DOWNTOWN VEGAS FREMONT EAST http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
  23. 23. DOWNTOWN VEGAS FREMONT EAST http://www.lucyvegas.com/sites/default/files/griffin5.jpg
  24. 24. DOWNTOWN VEGAS FREMONT EAST
  25. 25. DOWNTOWN VEGAS FREMONT EAST http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
  26. 26. DELIVERING HAPPINESS WHAT ’S NEXT ? Clothing Customer Service Company Culture
  27. 27. DELIVERING HAPPINESS WHAT ’S NEXT ? Clothing Customer Service Company Culture Community
  28. 28. DOWNTOWN PROJECT COLLISIONS CO-LEARNING CONNECTEDNESS
  29. 29. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
  30. 30. DOWNTOWN PROJECT GOALS
  31. 31. DOWNTOWN PROJECT GOALS • Live/Work/Play – Walking Distance
  32. 32. DOWNTOWN PROJECT GOALS • Live/Work/Play – Walking Distance • The Most Community-Focused Large City in the World
  33. 33. 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
  34. 34. DOWNTOWN PROJECT REFRAMING “COMMUNI TY”
  35. 35. DOWNTOWN PROJECT REFRAMING “COMMUNI TY” • COLLISIONS
  36. 36. DOWNTOWN PROJECT REFRAMING “COMMUNI TY” • COLLISIONS • CO-LEARNING
  37. 37. DOWNTOWN PROJECT REFRAMING “COMMUNI TY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS
  38. 38. DOWNTOWN PROJECT REFRAMING “COMMUNI TY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS • DENSITY
  39. 39. DOWNTOWN PROJECT REFRAMING “COMMUNI TY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS • DENSITY • DIVERSITY
  40. 40. THE BIG BET Accelerating Collisions, Co-Learning, and Connectedness
  41. 41. THE BIG BET Accelerating Collisions, Co-Learning, and Connectedness …will lead to… Happiness, Luckiness, Innovation, and Productivity
  42. 42. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)…
  43. 43. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC
  44. 44. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community)
  45. 45. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community & Return on Collisions)
  46. 46. ROI VS 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
  47. 47. ROI VS 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)
  48. 48. ROI VS 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
  49. 49. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
  50. 50. $50M SMALL BUSINESS
  51. 51. $50M SMALL BUSINESS Criteria
  52. 52. $50M SMALL BUSINESS Criteria Owner Operated - Passionate
  53. 53. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions
  54. 54. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability
  55. 55. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable
  56. 56. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable Unique or First or Best at Something
  57. 57. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Community & Collisions Execution Ability Sustainable Unique or First or Best at Something Story-worthy
  58. 58. NATALIE
  59. 59. NATALIE
  60. 60. NATALIE
  61. 61. NATALIE
  62. 62. NATALIE
  63. 63. NATALIE
  64. 64. CHECK CASHING
  65. 65. CHECK CASHING
  66. 66. SARAH
  67. 67. SARAH
  68. 68. SARAH
  69. 69. SHIPPING CONTAINERS
  70. 70. CONTAINER PARK
  71. 71. CONTAINER PARK
  72. 72. CONTAINER PARK
  73. 73. CONTAINER PARK
  74. 74. LVCK
  75. 75. LVCK
  76. 76. LVCK
  77. 77. SHIPPING CONTAINERS
  78. 78. MEDICAL CLINIC
  79. 79. $50M TECH STARTUPS
  80. 80. $50M TECH STARTUPS https://twitter.com/VegasKramer/status/330833896574951424/photo/1
  81. 81. $50M TECH STARTUPS
  82. 82. PROJECT 100
  83. 83. PROJECT 100
  84. 84. COWORKING https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=523b8f7211d2d802c3ba1d40
  85. 85. COWORKING https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=5196bb0f498eb4bdee4082f1
  86. 86. GOLD SPIKE (FORMER CASINO) http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7- VVqSMlA#vPAm4TwFWc3kw_lM9NJzfQ
  87. 87. GOLD SPIKE (FORMER CASINO) http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7- VVqSMlA#uSzsFfdBhPok_sfEpJk-7Q
  88. 88. GOLD SPIKE COWORKING LOUNGE
  89. 89. GOLD SPIKE COWORKING LOUNGE https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=51f18e5d498eb74dd6fc3edf
  90. 90. GOLD SPIKE COWORKING LOUNGE https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=52099aef11d226362f7930d9
  91. 91. GOLD SPIKE COWORKING LOUNGE
  92. 92. LEARNING VILLAGE
  93. 93. LEARNING VILLAGE
  94. 94. LEARNING VILLAGE https://foursquare.com/v/learning-village/51c4ebf5454a6e38af8a9e85/photos?openPhotoId=51e08991498efac3d12b7387
  95. 95. http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  96. 96. CITY AS A STARTUP http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  97. 97. $50M EDUCATION, ARTS, CULTURE http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  98. 98. $50M EDUCATION, ARTS, CULTURE http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b
  99. 99. $50M EDUCATION, ARTS, CULTURE
  100. 100. $50M EDUCATION, ARTS, CULTURE http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
  101. 101. $50M EDUCATION, ARTS, CULTURE http://mikerossart.net/images/mikeross_enter.jpg
  102. 102. $50M EDUCATION, ARTS, CULTURE http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
  103. 103. LIFE IS BEAUTIFUL
  104. 104. LIFE IS BEAUTIFUL
  105. 105. LIFE IS BEAUTIFUL
  106. 106. LIFE IS BEAUTIFUL
  107. 107. LIFE IS BEAUTIFUL
  108. 108. $200M REAL ESTATE
  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
  110. 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
  111. 111. HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience
  112. 112. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  113. 113. 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
  114. 114. OUR SECRET WEAPON http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
  115. 115. LEARNINGS FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community
  116. 116. DOWNTOWN VEGAS EVERY DAY Curated Content Serendipity Learning Connections Community
  117. 117. Fremont St. & Las Vegas Blvd.
  118. 118. Fremont St. & Las Vegas Blvd.
  119. 119. INSPIRE THEATER
  120. 120. INSPIRE THEATER
  121. 121. INSPIRE THEATER
  122. 122. INSPIRE THEATER
  123. 123. INSPIRE THEATER
  124. 124. INSPIRE THEATER
  125. 125. INSPIRE THEATER
  126. 126. INSPIRE THEATER
  127. 127. DOWNTOWN VEGAS MONTHLY CADENCE
  128. 128. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week
  129. 129. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week
  130. 130. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week
  131. 131. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week
  132. 132. RETURN ON COLLISIONS ROC What is the value of a resident that is out and about in the neighborhood?
  133. 133. RETURN ON COLLISIONS ROC What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day
  134. 134. RETURN ON COLLISIONS ROC What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day x 7 days/week
  135. 135. RETURN ON COLLISIONS ROC 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
  136. 136. RETURN ON COLLISIONS ROC 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
  137. 137. JAKE – FLINT & TINDER http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-b. jpg
  138. 138. JAKE – FLINT & TINDER
  139. 139. FASHION INCUBATOR STITCH FACTORY
  140. 140. FASHION INCUBATOR STITCH FACTORY
  141. 141. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community?
  142. 142. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community? 12 hours/day
  143. 143. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week
  144. 144. 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
  145. 145. 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
  146. 146. RETURN ON COLLISIONS ROC “SUBSCRIB E” TO DTLV
  147. 147. 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
  148. 148. 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
  149. 149. 100,000 RETURN ON COLLISIONS ROC
  150. 150. RETURN ON COLLISIONS ROC 100,000 “collisionable”
  151. 151. RETURN ON COLLISIONS ROC 100,000 “collisionable” community
  152. 152. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours
  153. 153. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per
  154. 154. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre
  155. 155. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per
  156. 156. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per year
  157. 157. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per year 2.3 COLLISIONABLE HOURS PER SQUARE FOOT PER YEAR
  158. 158. THE BIG BET 3 GUIDING PRINCIPLES 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?
  159. 159. ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT
  160. 160. https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  161. 161. 50% OF HUMANS LIVE IN CITIES https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  162. 162. 75% WILL LIVE IN CITIES IN OUR LIFETIME https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  163. 163. THE 4 MINUTE MILE
  164. 164. THE 4 MINUTE MILE
  165. 165. MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com
  166. 166. A GREAT BRAND is a story that never stops unfolding.
  167. 167. A GREAT BRAND COMPANY is a story that never stops unfolding.
  168. 168. A GREAT BRAND COMPANY CITY is a story that never stops unfolding.
  169. 169. A GREAT BRAND COMPANY CITY COMMUNITY is a story that never stops unfolding.
  170. 170. MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com

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