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Culture is to a company as community is to a city: it's about values, innovation, serendipity, participation, upward mobility, and attraction of smart startups and the creative class. Tony is applying …

Culture is to a company as community is to a city: it's about values, innovation, serendipity, participation, upward mobility, and attraction of smart startups and the creative class. Tony is applying his very successful Zappos corporate culture model (recognized multiple times by FORTUNE as one of the top 100 best places to work) to help build the most community-focused large city in the world in the place you would least expect it: Downtown Las Vegas. Research has shown that every time the size of a city doubles, productivity and innovation per resident increases by 15%, but when companies get bigger, productivity per employee generally goes down. With his new $350 million Downtown Project, Tony is creating a unique hybrid of corporation, community, and city to drive productivity and innovation both for Zappos as well as the city itself.

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  • 1. ZAPPOS.COMDELIVERING HAPPINESSDOWNTOWN PROJECT
  • 2. Downtown Project Collisions Community Co-Learning
  • 3. Slide 3
  • 4. A Little About Me (Tony) • 1994-1995: Pizza business in collegeSlide 4
  • 5. A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 millionSlide 5
  • 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 6
  • 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 7
  • 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 publishedSlide 8
  • 9. The Power of WOW $1,000 800Gross Sales $MM 600 400 200 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 Slide 9
  • 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 10
  • 11. the #1 prioritySlide 11
  • 12. CULTURE the #1 prioritySlide 12
  • 13. CULTURE the #1 priority Hiring for culture 4 weeks of training $4000 offer Culture bookSlide 13
  • 14. CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…Slide 14
  • 15. 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 HumbleSlide 15
  • 16. Clothing, Customer Service, Culture Culture Customer Service ClothingSlide 16
  • 17. ClothingSlide 17
  • 18. Customer ServiceSlide 18
  • 19. CultureSlide 19
  • 20. Clothing, Customer Service, Culture Culture Customer Service ClothingSlide 20
  • 21. 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 AngelouSlide 21
  • 22. Building GreatSlide 22
  • 23. CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…Slide 23
  • 24. VISION “Whatever you’re thinking, think bigger .” Does the vision have meaning? Chase the vision, not the money…Slide 24
  • 25. VISION “Don’t chase the paper, chase the dream.” Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in NotoriousSlide 25
  • 26. 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 HappinessSlide 26
  • 27. Delivering Happiness - What’s Next? Clothing Customer Service Company Culture “a great brand is… ______”Slide 27
  • 28. Zappos.com http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-Slide 28 henderson-nv-photo-by.jpg
  • 29. Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpgSlide 29
  • 30. Nike http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpgSlide 30
  • 31. Google http://static.panoramio.com/photos/original/400729.jpgSlide 31
  • 32. Apple http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpgSlide 32
  • 33. Doggy Day Care http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPGSlide 33
  • 34. NYU Campus http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPGSlide 34
  • 35. Downtown Vegas - Fremont East http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpgSlide 35
  • 36. Downtown Vegas - Fremont East http://www.lucyvegas.com/sites/default/files/griffin5.jpgSlide 36
  • 37. Downtown Vegas - Fremont EastSlide 37
  • 38. Downtown Vegas - Fremont East http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpgSlide 38
  • 39. Delivering Happiness - What’s Next? Clothing Customer Service Company CultureSlide 39
  • 40. Delivering Happiness - What’s Next? Clothing Customer Service Company Culture CommunitySlide 40
  • 41. DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real EstateSlide 41
  • 42. DOWNTOWN PROJECT GOALSSlide 42
  • 43. DOWNTOWN PROJECT GOALS Live/Work/Play – Walking DistanceSlide 43
  • 44. DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance The Most Community-Focused Large City in the WorldSlide 44
  • 45. 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 WorldSlide 45
  • 46. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)…Slide 46
  • 47. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROCSlide 47
  • 48. ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC (Return On Community)Slide 48
  • 49. 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 ROLSlide 49
  • 50. 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 SerendipitySlide 50
  • 51. THE BIG BET Accelerating Collisions, Community, and Co-LearningSlide 51
  • 52. THE BIG BET Accelerating Collisions, Community, and Co-Learning …will lead to… Happiness, Luckiness, Innovation, and ProductivitySlide 52
  • 53. DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real EstateSlide 53
  • 54. $50M – Small BusinessesSlide 54
  • 55. $50M – Small Businesses  CriteriaSlide 55
  • 56. $50M – Small Businesses  Criteria  Owner Operated - PassionateSlide 56
  • 57. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build CommunitySlide 57
  • 58. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution AbilitySlide 58
  • 59. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  SustainableSlide 59
  • 60. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable  Unique or First or Best at SomethingSlide 60
  • 61. $50M – Small Businesses  Criteria  Owner Operated - Passionate  Helps Build Community  Execution Ability  Sustainable  Unique or First or Best at Something  Story-worthySlide 61
  • 62. NatalieSlide 62
  • 63. NatalieSlide 63
  • 64. NatalieSlide 64
  • 65. NatalieSlide 65
  • 66. NatalieSlide 66
  • 67. NatalieSlide 67
  • 68. Check Cashing http://www.vegaschatter.com/files/100501/checks_cashed..jpgSlide 68
  • 69. Check CashingSlide 69
  • 70. SarahSlide 70
  • 71. SarahSlide 71
  • 72. SarahSlide 72
  • 73. Shipping Containers http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpgSlide 73
  • 74. Shipping Container ParkSlide 74
  • 75. Shipping Container ParkSlide 75
  • 76. Shipping Container ParkSlide 76
  • 77. Shipping Container ParkSlide 77
  • 78. Bike SharingSlide 78
  • 79. $50M – Tech Startups http://img-Slide 79 s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
  • 80. $50M – Tech Startups http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576Slide 80
  • 81. The City as a Startup http://bostinno.com/wp-content/uploads/2011/10/startup-sign.pngSlide 81
  • 82. $50M – Startups http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpgSlide 82
  • 83. $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgSlide 83
  • 84. $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgSlide 84
  • 85. $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgSlide 85
  • 86. $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgSlide 86
  • 87. $50M – Education, Arts, Culture http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpgSlide 87
  • 88. $50M – Education, Arts, Culture http://mikerossart.net/images/mikeross_enter.jpgSlide 88
  • 89. $200M – Real Estate http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgSlide 89
  • 90. 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 innovationSlide 90
  • 91. 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 optimismSlide 91
  • 92. HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenienceSlide 92
  • 93. 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 ResidentsSlide 93
  • 94. LEARNING FROM ZAPPOS & COWORKING… Culture is to a CompanySlide 94
  • 95. LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a CitySlide 95
  • 96. LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City Values Innovation Serendipity Participation Upward MobilitySlide 96 Attracting Startups and the Creative Class
  • 97. Our Secret Weapon http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpgSlide 97
  • 98. LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections CommunitySlide 98
  • 99. Downtown Vegas Every Day Curated Content Serendipity Learning Connections CommunitySlide 99
  • 100. Fremont St. & Las Vegas Blvd.Slide 100
  • 101. Fremont St. & Las Vegas Blvd.Slide 101
  • 102. Fremont St. & Las Vegas Blvd.Slide 102
  • 103. Fremont St. & Las Vegas Blvd.Slide 103
  • 104. Fremont St. & Las Vegas Blvd.Slide 104
  • 105. Fremont St. & Las Vegas Blvd.Slide 105
  • 106. Fremont St. & Las Vegas Blvd.Slide 106
  • 107. Fremont St. & Las Vegas Blvd.Slide 107
  • 108. Fremont St. & Las Vegas Blvd.Slide 108
  • 109. Downtown Vegas Monthly CadenceSlide 109
  • 110. Downtown Vegas Monthly Cadence Week 1 – First Friday WeekSlide 110
  • 111. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech WeekSlide 111
  • 112. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion WeekSlide 112
  • 113. Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst WeekSlide 113
  • 114. Fashion Incubator – Stitch FactorySlide 114
  • 115. Fashion Incubator – Stitch FactorySlide 115
  • 116. Collisions, Community, Co-Learning What is the value of a resident that is out and about in the community?Slide 116
  • 117. Collisions, Community, Co-Learning What is the value of a resident that is out and about in the community? 3-4 hours/daySlide 117
  • 118. Collisions, Community, Co-Learning What is the value of a resident that is out and about in the community? 3-4 hours/day x 7 days/weekSlide 118
  • 119. Collisions, Community, Co-Learning 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/yearSlide 119
  • 120. Collisions, Community, Co-Learning 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/yearSlide 120
  • 121. Jake – Flint and Tinder http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Slide 121 Will-Love-It-b.jpg
  • 122. Collisions, Community, Co-Learning What is the value of a purposeful visitor that contributes to community?Slide 122
  • 123. Collisions, Community, Co-Learning What is the value of a purposeful visitor that contributes to community? 12 hours/daySlide 123
  • 124. Collisions, Community, Co-Learning What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/weekSlide 124
  • 125. Collisions, Community, Co-Learning What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week x 12 weeks/yearSlide 125
  • 126. Collisions, Community, Co-Learning 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/yearSlide 126
  • 127. Collisions, Community, Co-Learning “Subscribe” to Downtown VegasSlide 127
  • 128. Collisions, Community, Co-Learning 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimismSlide 128
  • 129. Collisions, Community, Co-Learning 1. 100 residents per acreSlide 129
  • 130. Collisions, Community, Co-Learning 1. 100,000Slide 130
  • 131. Collisions, Community, Co-Learning 1. 100,000 “collisionable”Slide 131
  • 132. Collisions, Community, Co-Learning 1. 100,000 “collisionable” communitySlide 132
  • 133. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hoursSlide 133
  • 134. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours perSlide 134
  • 135. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours per acreSlide 135
  • 136. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours per acre perSlide 136
  • 137. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours per acre per yearSlide 137
  • 138. Collisions, Community, Co-Learning 1. 100,000 “collisionable” community hours per acre per year 2.3 collisionable hours per square foot per yearSlide 138
  • 139. 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 139
  • 140. “Downtown Vegas Will Make You Smarter” http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpgSlide 140
  • 141. ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECTSlide 141
  • 142. 50% of Humans Live in Cities http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgSlide 142
  • 143. 75% Will Live In Cities in Our Lifetime http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgSlide 143
  • 144. The 4-Minute MileSlide 144
  • 145. The 4-Minute Mile http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPGSlide 145
  • 146. www.DowntownProject.com http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpgSlide 146

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