Wisdom 2.0 - Zappos - Downtown Project - 2.15.14
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  • 1. ZAPPOS.COM DELIVERING HAPPINESS DOWNTOWN PROJECT
  • 2. The Power of WOW Gross Sales $MM $1,000 800 600 400 200 „00 „01 „02 „03 „04 „05 „06 „07 „08
  • 3. THE #1 PRIORITY
  • 4. THE #1 PRIORITY
  • 5. CULTURE THE #1 PRIORITY
  • 6. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
  • 7. CLOTHING
  • 8. CUSTOMER SERVICE
  • 9. CULTURE
  • 10. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
  • 11. DELIVERING HAPPINESS CUSTOMERS & 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
  • 12. WHAT‟S NEXT DELIVERING HAPPINESS Clothing Customer Service Company Culture “a great brand is… ______”
  • 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. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  • 15. LAS VEGAS CITY HALL
  • 16. LAS VEGAS CITY HALL
  • 17. APPLE http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
  • 18. NIKE http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
  • 19. GOOGLE http://static.panoramio.com/photos/original/400729.jpg
  • 20. DOGGY DAY CARE http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
  • 21. NYU CAMPUS http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
  • 22. DOWNTOWN VEGAS FREMONT EAST http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
  • 23. DOWNTOWN VEGAS FREMONT EAST http://www.lucyvegas.com/sites/default/files/griffin5.jpg
  • 24. DOWNTOWN VEGAS FREMONT EAST
  • 25. DOWNTOWN VEGAS FREMONT EAST http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
  • 26. DELIVERING HAPPINESS WHAT‟S NEXT? Clothing Customer Service Company Culture
  • 27. DELIVERING HAPPINESS WHAT‟S NEXT? Clothing Customer Service Company Culture Community
  • 28. DOWNTOWN PROJECT COLLISIONS CO-LEARNING CONNECTEDNESS
  • 29. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
  • 30. DOWNTOWN PROJECT GOALS
  • 31. DOWNTOWN PROJECT GOALS • Live/Work/Play – Walking Distance
  • 32. DOWNTOWN PROJECT GOALS • Live/Work/Play – Walking Distance • The Most Community-Focused Large City in the World
  • 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. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS
  • 35. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING
  • 36. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS
  • 37. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS • DENSITY
  • 38. DOWNTOWN PROJECT REFRAMING “COMMUNITY” • COLLISIONS • CO-LEARNING • CONNECTEDNESS • DENSITY • DIVERSITY
  • 39. THE BIG BET Accelerating Collisions, Co-Learning, and Connectedness
  • 40. THE BIG BET Accelerating Collisions, Co-Learning, and Connectedness …will lead to… Happiness, Luckiness, Innovation, and Productivity
  • 41. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)…
  • 42. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC
  • 43. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Collisions)
  • 44. ROI VS ROC & ROL Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Collisions) and institutionalizing ROL
  • 45. ROI VS ROC & ROL Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Collisions) and institutionalizing ROL (Return On Luck) – Accelerating Serendipity
  • 46. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
  • 47. $50M SMALL BUSINESS
  • 48. $50M SMALL BUSINESS Criteria
  • 49. $50M SMALL BUSINESS Criteria Owner Operated - Passionate
  • 50. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Collisions
  • 51. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Collisions Execution Ability
  • 52. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Collisions Execution Ability Sustainable
  • 53. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Collisions Execution Ability Sustainable Unique or First or Best at Something
  • 54. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Promote Collisions Execution Ability Sustainable Unique or First or Best at Something Story-worthy
  • 55. NATALIE
  • 56. NATALIE
  • 57. NATALIE
  • 58. NATALIE
  • 59. NATALIE
  • 60. NATALIE
  • 61. CHECK CASHING
  • 62. CHECK CASHING
  • 63. SARAH
  • 64. SARAH
  • 65. SARAH
  • 66. SHIPPING CONTAINERS
  • 67. SHIPPING CONTAINERS
  • 68. CONTAINER PARK
  • 69. CONTAINER PARK
  • 70. CONTAINER PARK
  • 71. CONTAINER PARK
  • 72. LVCK
  • 73. LVCK
  • 74. LVCK
  • 75. MEDICAL CLINIC
  • 76. $50M TECH STARTUPS
  • 77. $50M TECH STARTUPS https://twitter.com/VegasKramer/status/330833896574951424/photo/1
  • 78. $50M TECH STARTUPS
  • 79. PROJECT 100
  • 80. PROJECT 100
  • 81. COWORKING https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=523b8f7211d2d802c3ba1d40
  • 82. COWORKING https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=5196bb0f498eb4bdee4082f1
  • 83. LEARNING VILLAGE
  • 84. LEARNING VILLAGE
  • 85. LEARNING VILLAGE https://foursquare.com/v/learning-village/51c4ebf5454a6e38af8a9e85/photos?openPhotoId=51e08991498efac3d12b7387
  • 86. GOLD SPIKE (FORMER CASINO) http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7VVqSMlA#vPAm4TwFWc3kw_lM9NJzfQ
  • 87. GOLD SPIKE (FORMER CASINO) http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7VVqSMlA#uSzsFfdBhPok_sfEpJk-7Q
  • 88. GOLD SPIKE COWORKING LOUNGE
  • 89. GOLD SPIKE COWORKING LOUNGE https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=51f18e5d498eb74dd6fc3edf
  • 90. GOLD SPIKE COWORKING LOUNGE https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=52099aef11d226362f7930d9
  • 91. GOLD SPIKE COWORKING LOUNGE
  • 92. CITY AS A STARTUP http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • 93. CITY AS A STARTUP http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
  • 94. CITY AS A STARTUP
  • 95. $50M EDUCATION, ARTS, CULTURE http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
  • 96. $50M EDUCATION, ARTS, CULTURE http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
  • 97. $50M EDUCATION, ARTS, CULTURE http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b
  • 98. $50M EDUCATION, ARTS, CULTURE
  • 99. $50M EDUCATION, ARTS, CULTURE http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
  • 100. $50M EDUCATION, ARTS, CULTURE http://mikerossart.net/images/mikeross_enter.jpg
  • 101. $50M EDUCATION, ARTS, CULTURE http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
  • 102. LIFE IS BEAUTIFUL
  • 103. LIFE IS BEAUTIFUL
  • 104. LIFE IS BEAUTIFUL
  • 105. LIFE IS BEAUTIFUL
  • 106. LIFE IS BEAUTIFUL
  • 107. $200M REAL ESTATE
  • 108. 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
  • 109. 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
  • 110. HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience
  • 111. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
  • 112. DIVERSITY + DENSITY 1. 2. 3. 4. 5. 6. 7. Zappos employees Tech Startup Community Small Business Community Fashion Community Art and Music Communities Other Passion Communities Local Residents
  • 113. OUR SECRET WEAPON http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
  • 114. LEARNINGS FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community
  • 115. DOWNTOWN VEGAS EVERY DAY Curated Content Serendipity Learning Connections Community
  • 116. Fremont St. & Las Vegas Blvd.
  • 117. Fremont St. & Las Vegas Blvd.
  • 118. INSPIRE THEATER
  • 119. INSPIRE THEATER
  • 120. INSPIRE THEATER
  • 121. INSPIRE THEATER
  • 122. INSPIRE THEATER
  • 123. INSPIRE THEATER
  • 124. INSPIRE THEATER
  • 125. INSPIRE THEATER
  • 126. DOWNTOWN VEGAS MONTHLY CADENCE
  • 127. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week
  • 128. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week
  • 129. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week
  • 130. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week
  • 131. FASHION INCUBATOR STITCH FACTORY
  • 132. FASHION INCUBATOR STITCH FACTORY
  • 133. RETURN ON COLLISIONS ROC What is the value of a resident that is out and about in the neighborhood?
  • 134. RETURN ON COLLISIONS ROC What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day
  • 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
  • 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
  • 137. 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
  • 138. JAKE – FLINT & TINDER http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-Itb.jpg
  • 139. JAKE – FLINT & TINDER
  • 140. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community?
  • 141. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community? 12 hours/day
  • 142. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week
  • 143. 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
  • 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 = 1000 “collisionable” hours/year
  • 145. RETURN ON COLLISIONS ROC “SUBSCRIB E”
  • 146. RETURN ON COLLISIONS ROC 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, an
  • 147. RETURN ON COLLISIONS ROC 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, an
  • 148. RETURN ON COLLISIONS ROC 100,000
  • 149. RETURN ON COLLISIONS ROC 100,000 “collisionable”
  • 150. RETURN ON COLLISIONS ROC 100,000 “collisionable” community
  • 151. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours
  • 152. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per
  • 153. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre
  • 154. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per
  • 155. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per year
  • 156. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per year 2.3 COLLISIONABLE HOURS PER SQUARE FOOT
  • 157. 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?
  • 158. ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT
  • 159. 50% OF HUMANS LIVE IN CITIES https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  • 160. 75% WILL LIVE IN CITIES IN OUR LIFETIME https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
  • 161. THE 4 MINUTE MILE
  • 162. THE 4 MINUTE MILE
  • 163. MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com
  • 164. A GREAT BRAND is a story that never stops unfolding.
  • 165. A GREAT BRAND COMPANY is a story that never stops unfolding.
  • 166. A GREAT BRAND COMPANY CITY is a story that never stops unfolding.
  • 167. A GREAT BRAND COMPANY CITY COMMUNITY is a story that never stops unfolding.