Zappos "Delivering Happiness"
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Zappos "Delivering Happiness"

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Zappos CEO Tony Hsieh's presentation "Deliverying

Zappos CEO Tony Hsieh's presentation "Deliverying

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Zappos "Delivering Happiness" Zappos "Delivering Happiness" Presentation Transcript

  • Thursday, April 25, 13
  • ZAPPOS.COMDELIVERINGHAPPINESSThursday, April 25, 13
  • Thursday, April 25, 13 View slide
  • Downtown Project Collisions Community Co-LearningThursday, April 25, 13 View slide
  • SlideThursday, April 25, 13
  • SlideA Little About Me (Tony)• 1994-1995:Pizza business in collegeThursday, April 25, 13
  • SlideA Little About Me (Tony)• 1994-1995:Pizza business in college• 1996-1998:LinkExchange (online advertising) Sold to Microsoft for $265 millionThursday, April 25, 13
  • SlideA 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 inZappos.com, Inc.Thursday, April 25, 13
  • SlideA 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 inZappos.com, Inc.• 1999-Today: Zappos.com, Inc.Thursday, April 25, 13
  • SlideA 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 inZappos.com, Inc.• 1999-Today: Zappos.com, Inc.• 2009: Amazon acquires Zappos for $1.2 billion• 2010: NYT bestseller Delivering Happiness publishedThursday, April 25, 13
  • SlideThe Power of WOW‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08GrossSales$MM$1,000800600400200Thursday, April 25, 13
  • SlideThe Power of WOW‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08GrossSales$MM$1,000800600400200Thursday, April 25, 13
  • SlideCustomer 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 andmemories?Thursday, April 25, 13
  • Slidethe #1 priorityThursday, April 25, 13
  • Slidethe #1 priorityCULTUREThursday, April 25, 13
  • Slidethe #1 priorityCULTURE4 weeks of trainingCulturebook$4000 offerHiring for cultureThursday, April 25, 13
  • SlideCULTURE“Committable Core Values”Don’t make your core valuesjust a meaningless plaque on the wall…Thursday, April 25, 13
  • SlideExample: Core ValuesThursday, April 25, 13
  • SlideExample: Core Values1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships WithCommunication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be HumbleThursday, April 25, 13
  • SlideClothing, Customer Service,CultureCustomer ServiceClothingCultureThursday, April 25, 13
  • SlideClothingThursday, April 25, 13
  • SlideClothingThursday, April 25, 13
  • SlideCustomer ServiceThursday, April 25, 13
  • SlideCustomer ServiceThursday, April 25, 13
  • SlideCultureThursday, April 25, 13
  • SlideCultureThursday, April 25, 13
  • SlideClothing, Customer Service,CultureCustomer ServiceClothingCultureThursday, April 25, 13
  • SlideDelivering Happiness(customers and employees)“People will forget what yousaid.People will forget what youdid.But people will never forgethow you made them feel.”-Maya AngelouThursday, April 25, 13
  • SlideBuilding GreatThursday, April 25, 13
  • SlideCULTURE“Committable Core Values”Don’t make your core valuesjust a meaningless plaque on the wall…Thursday, April 25, 13
  • SlideVISION“Whatever you’re thinking, think bigger.”Does the vision have meaning?Chase the vision, not the money…Thursday, April 25, 13
  • SlideThursday, April 25, 13
  • Slide“Don’t chase thepaper, chase thedream.”Thursday, April 25, 13
  • Slide“Don’t chase thepaper, chase thedream.”Thursday, April 25, 13
  • Slide“Don’t chase thepaper, chase thedream.”Sean Combs aka “Puff Daddy” to rapperThursday, April 25, 13
  • Slide“Don’t chase thepaper, chase thedream.”Sean Combs aka “Puff Daddy” to rapperBiggie Smalls aka “Notorious B.I.G.”Thursday, April 25, 13
  • Slide“Don’t chase thepaper, chase thedream.”Sean Combs aka “Puff Daddy” to rapperBiggie Smalls aka “Notorious B.I.G.”in NotoriousThursday, April 25, 13
  • SlideEvolving vision and brand atZappos.com 1999 Selection 2003 Customer Service 2005 Culture and core values as our platform 2007 Personal Emotional Connection 2009 Delivering HappinessThursday, April 25, 13
  • SlideDelivering Happiness -What’s Next?ClothingCustomer ServiceCompany Culture“a great brand is… ______”Thursday, April 25, 13
  • SlideZappos.comhttp://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpgThursday, April 25, 13
  • SlideLas Vegas City Hallhttp://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpgThursday, April 25, 13
  • SlideNikehttp://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpgThursday, April 25, 13
  • SlideGooglehttp://static.panoramio.com/photos/original/400729.jpgThursday, April 25, 13
  • SlideApplehttp://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpgThursday, April 25, 13
  • SlideDoggy Day Carehttp://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPGThursday, April 25, 13
  • SlideNYU Campushttp://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPGThursday, April 25, 13
  • SlideDowntown Vegas - FremontEasthttp://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpgThursday, April 25, 13
  • SlideDowntown Vegas - FremontEasthttp://www.lucyvegas.com/sites/default/files/griffin5.jpgThursday, April 25, 13
  • SlideDowntown Vegas - FremontEastThursday, April 25, 13
  • SlideDowntown Vegas - FremontEasthttp://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpgThursday, April 25, 13
  • SlideDelivering Happiness -What’s Next?ClothingCustomer ServiceCompany CultureThursday, April 25, 13
  • SlideDelivering Happiness -What’s Next?ClothingCustomer ServiceCompany CultureCommunityThursday, April 25, 13
  • SlideDOWNTOWN PROJECT -$350M$ 50M – Small businesses$ 50M – Tech Startups$ 50M – Education, Arts, Culture$200M – Real EstateThursday, April 25, 13
  • SlideDOWNTOWN PROJECT GOALSThursday, April 25, 13
  • SlideDOWNTOWN PROJECT GOALSLive/Work/Play – WalkingDistanceThursday, April 25, 13
  • SlideDOWNTOWN PROJECT GOALSLive/Work/Play – WalkingDistanceThe Most Community-FocusedLarge City in the WorldThursday, April 25, 13
  • SlideDOWNTOWN PROJECT GOALSLive/Work/Play – WalkingDistanceThe Most Community-FocusedLarge City in the WorldThe Co-Learning and Co-workingCapital of the WorldThursday, April 25, 13
  • SlideROI vs. ROCInstead of maximizing short-termROI (Return On Investment)…Thursday, April 25, 13
  • SlideROI vs. ROCInstead of maximizing short-termROI (Return On Investment)…We focus on maximizing long-term ROCThursday, April 25, 13
  • SlideROI vs. ROCInstead of maximizing short-termROI (Return On Investment)…We focus on maximizing long-term ROC (Return OnCommunity)Thursday, April 25, 13
  • SlideROI vs. ROC and ROLInstead of maximizing short-termROI (Return On Investment)…We focus on maximizing long-term ROC (Return OnCommunity)and institutionalizing ROLThursday, April 25, 13
  • SlideROI vs. ROC and ROLInstead of maximizing short-termROI (Return On Investment)…We focus on maximizing long-term ROC (Return OnCommunity)and institutionalizing ROL(Return On Luck) – AcceleratingSerendipityThursday, April 25, 13
  • SlideTHE BIG BETAcceleratingCollisions, Community, and Co-LearningThursday, April 25, 13
  • SlideTHE BIG BETAcceleratingCollisions, Community, and Co-Learning…will lead to…Happiness, Luckiness,Innovation, and ProductivityThursday, April 25, 13
  • SlideDOWNTOWN PROJECT -$350M$ 50M – Small businesses$ 50M – Tech Startups$ 50M – Education, Arts, Culture$200M – Real EstateThursday, April 25, 13
  • Slide$50M – Small BusinessesThursday, April 25, 13
  • Slide$50M – Small Businesses CriteriaThursday, April 25, 13
  • Slide$50M – Small Businesses CriteriaOwner Operated - PassionateThursday, April 25, 13
  • Slide$50M – Small Businesses CriteriaOwner Operated - PassionateHelps Build CommunityThursday, April 25, 13
  • Slide$50M – Small Businesses CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilityThursday, April 25, 13
  • Slide$50M – Small Businesses CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainableThursday, April 25, 13
  • Slide$50M – Small Businesses CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainableUnique or First or Best at SomethingThursday, April 25, 13
  • Slide$50M – Small Businesses CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainableUnique or First or Best at SomethingStory-worthyThursday, April 25, 13
  • SlideNatalieThursday, April 25, 13
  • SlideNatalieThursday, April 25, 13
  • SlideNatalieThursday, April 25, 13
  • SlideNatalieThursday, April 25, 13
  • SlideNatalieThursday, April 25, 13
  • SlideNatalieThursday, April 25, 13
  • SlideCheck Cashinghttp://www.vegaschatter.com/files/100501/checks_cashed..jpgThursday, April 25, 13
  • SlideCheck CashingThursday, April 25, 13
  • SlideSarahThursday, April 25, 13
  • SlideSarahThursday, April 25, 13
  • SlideSarahThursday, April 25, 13
  • SlideShipping Containershttp://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpgThursday, April 25, 13
  • SlideShipping Container ParkThursday, April 25, 13
  • SlideShipping Container ParkThursday, April 25, 13
  • SlideShipping Container ParkThursday, April 25, 13
  • SlideShipping Container ParkThursday, April 25, 13
  • SlideBike SharingThursday, April 25, 13
  • Slide$50M – Tech Startupshttp://img-s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpgThursday, April 25, 13
  • Slide$50M – Tech Startupshttp://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576Thursday, April 25, 13
  • SlideThe City as a Startuphttp://bostinno.com/wp-content/uploads/2011/10/startup-sign.pngThursday, April 25, 13
  • Slide$50M – Startupshttp://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpgThursday, April 25, 13
  • Slide$50M – Education, Arts, Culturehttp://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgThursday, April 25, 13
  • Slide$50M – Education, Arts, Culturehttp://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgThursday, April 25, 13
  • Slide$50M – Education, Arts, Culturehttp://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgThursday, April 25, 13
  • Slide$50M – Education, Arts, Culturehttp://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpgThursday, April 25, 13
  • Slide$50M – Education, Arts, Culturehttp://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpgThursday, April 25, 13
  • Slide$50M – Education, Arts, Culturehttp://mikerossart.net/images/mikeross_enter.jpgThursday, April 25, 13
  • Slide$200M – Real Estatehttp://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgThursday, April 25, 13
  • SlideWHEN CITIES DOUBLE INSIZE…Productivity and innovation perresident increases by 15%(But not true for companies)Accelerate serendipity -> Acceleratelearning ->Accelerate productivity and innovationThursday, April 25, 13
  • Slide3 INGREDIENTS FORSERENDIPITY1. Residential density of 100residents/acre2. Street-level activity for residentsto collide3. Culture of openness,collaboration, creativity, andoptimismThursday, April 25, 13
  • SlideHOW TO ACCELERATELEARNING & INNOVATIONMaximize serendipitousinteractionsDensity in the officeDensity in the cityCollisions vs. convenienceThursday, April 25, 13
  • SlideLas Vegas City Hallhttp://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpgThursday, April 25, 13
  • SlideDIFFERENT GROUPSCOLLIDING1. 2000 Zappos employees2. 1000 Teach For America corpmembers and alumni3. Tech Startup Community4. Small Business Community5. Art and Music Communities6. Other Passion Communities7. Local ResidentsThursday, April 25, 13
  • SlideLEARNING FROM ZAPPOS &COWORKING…Culture is to a CompanyThursday, April 25, 13
  • SlideLEARNING FROM ZAPPOS &COWORKING…Culture is to a CompanyasCommunity is to a CityThursday, April 25, 13
  • SlideLEARNING FROM ZAPPOS &COWORKING…Culture is to a CompanyasCommunity is to a CityValuesInnovationSerendipityParticipationUpward MobilityAttracting Startups and the CreativeThursday, April 25, 13
  • SlideOur Secret Weaponhttp://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpgThursday, April 25, 13
  • SlideLEARNING FROM TED, SUMMITSERIES, SXSW, BIF…Curated ContentSerendipityLearningConnectionsCommunityThursday, April 25, 13
  • SlideDowntown Vegas Every DayCurated ContentSerendipityLearningConnectionsCommunityThursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideFremont St. & Las Vegas Blvd.Thursday, April 25, 13
  • SlideDowntown Vegas MonthlyCadenceThursday, April 25, 13
  • SlideDowntown Vegas MonthlyCadenceWeek 1 – First Friday WeekThursday, April 25, 13
  • SlideDowntown Vegas MonthlyCadenceWeek 1 – First Friday WeekWeek 2 – Tech WeekThursday, April 25, 13
  • SlideDowntown Vegas MonthlyCadenceWeek 1 – First Friday WeekWeek 2 – Tech WeekWeek 3 – Fashion WeekThursday, April 25, 13
  • SlideDowntown Vegas MonthlyCadenceWeek 1 – First Friday WeekWeek 2 – Tech WeekWeek 3 – Fashion WeekWeek 4 – Catalyst WeekThursday, April 25, 13
  • SlideFashion Incubator – StitchFactoryThursday, April 25, 13
  • SlideFashion Incubator – StitchFactoryThursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a resident that isout and about in the community?Thursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a resident that isout and about in the community?3-4 hours/dayThursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a resident that isout and about in the community?3-4 hours/dayx 7 days/weekThursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a resident that isout and about in the community?3-4 hours/dayx 7 days/weekx 40 weeks/yearThursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a resident that isout and about in the community?3-4 hours/dayx 7 days/weekx 40 weeks/year= 1000 “collisionable”hours/yearThursday, April 25, 13
  • SlideJake – Flint and Tinderhttp://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-b.jpgThursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a purposefulvisitor that contributes tocommunity?Thursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a purposefulvisitor that contributes tocommunity?12 hours/dayThursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a purposefulvisitor that contributes tocommunity?12 hours/dayx 7 days/weekThursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a purposefulvisitor that contributes tocommunity?12 hours/dayx 7 days/weekx 12 weeks/yearThursday, April 25, 13
  • SlideCollisions, Community, Co-LearningWhat is the value of a purposefulvisitor that contributes tocommunity?12 hours/dayx 7 days/weekx 12 weeks/year= 1000 “collisionable”Thursday, April 25, 13
  • SlideCollisions, Community, Co-Learning“Subscribe” toDowntown VegasThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100 residents per acre2. Street-level activity for residentsto collide3. Culture of openness,collaboration, creativity, andoptimismThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100 residents per acreThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000Thursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000 “collisionable”Thursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000 “collisionable”communityThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000 “collisionable”community hoursThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000 “collisionable”community hours perThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000 “collisionable”community hours per acreThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000 “collisionable”community hours per acre perThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000 “collisionable”community hours per acre peryearThursday, April 25, 13
  • SlideCollisions, Community, Co-Learning1. 100,000 “collisionable”community hours per acre peryear2.3 collisionablehoursper square footThursday, April 25, 13
  • SlideOUR BIG BET… 3 GuidingPrinciplesAccelerate:1.Collisions2.Community3.Co-LearningAnd everything else will fall intoplace…(productivity, innovation, growth, happiness)What will people say aboutThursday, April 25, 13
  • Slide“Downtown VegasWill Make You Smarter”http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpgThursday, April 25, 13
  • SlideZAPPOS, DELIVERINGHAPPINESS, DOWNTOWNThursday, April 25, 13
  • Slide50% of Humans Live in Citieshttp://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgThursday, April 25, 13
  • Slide75% Will Live In Cities inOur Lifetimehttp://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpgThursday, April 25, 13
  • SlideThe 4-Minute MileThursday, April 25, 13
  • SlideThe 4-Minute Milehttp://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPGThursday, April 25, 13
  • Slidewww.DowntownProject.comhttp://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpgThursday, April 25, 13