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ZAPPOS.COM
DELIVERING
HAPPINESS
DOWNTOWN PROJECT
The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
GrossSales$MM
$1,000
800
600
400
200
THE #1 PRIORITY
THE #1 PRIORITY
CULTURE
THE #1 PRIORITY
CLOTHING, CUSTOMER SERVICE,
CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING
CLOTHING
CUSTOMER
SERVICE
CULTURE
CLOTHING, CUSTOMER SERVICE,
CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING
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
Clothing
Customer Service
Company Culture
“a great brand is… ______”
WHAT’S NEXT
DELIVERING HAPPINESS
ZAPPOS.COM
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
LAS VEGAS CITY HALL
LAS VEGAS CITY HALL
APPLE
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
NIKE
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
GOOGLE
http://static.panoramio.com/photos/original/400729.jpg
DOGGY DAY CARE
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
NYU CAMPUS
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
DOWNTOWN VEGAS
FREMONT EAST
DOWNTOWN VEGAS
FREMONT EAST
http://www.lucyvegas.com/sites/default/files/griffin5.jpg
DOWNTOWN VEGAS
FREMONT EAST
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
DOWNTOWN VEGAS
FREMONT EAST
DELIVERING HAPPINESS
WHAT’S NEXT?
Clothing
Customer Service
Company Culture
DELIVERING HAPPINESS
WHAT’S NEXT?
Clothing
Customer Service
Company Culture
Community
DOWNTOWN PROJECT
COLLISIONS
CO-LEARNING
CONNECTEDNESS
DOWNTOWN PROJECT
$350M
$50M – Small businesses
$50M – Tech Startups
$50M – Education, Arts, Culture
$200M – Real Estate
DOWNTOWN PROJECT
GOALS
DOWNTOWN PROJECT
GOALS
• Live/Work/Play – Walking Distance
DOWNTOWN PROJECT
GOALS
• Live/Work/Play – Walking Distance
• The Most Community-Focused
Large City in the World
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
DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
• DENSITY
DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
• DENSITY
• DIVERSITY
Accelerating
Collisions, Co-Learning, and Connectedness
THE BIG BET
Accelerating
Collisions, Co-Learning, and Connectedness
…will lead to…
Happiness, Luckiness, Innovation, and
Productivity
THE BIG BET
ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)
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)
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
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
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
DOWNTOWN PROJECT
$350M
$50M – Small businesses
$50M – Tech Startups
$50M – Education, Arts, Culture
$200M – Real Estate
$50M SMALL BUSINESS
$50M SMALL BUSINESS
Criteria
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something
Story-worthy
NATALIE
NATALIE
NATALIE
NATALIE
NATALIE
NATALIE
SHIPPING CONTAINERS
CONTAINER PARK
CONTAINER PARK
CONTAINER PARK
CONTAINER PARK
LVCK
LVCK
LVCK
SHIPPING CONTAINERS
$50M TECH STARTUPS
$50M TECH STARTUPS
https://twitter.com/VegasKramer/status/330833896574951424/photo/1
$50M TECH STARTUPS
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
CITY AS A STARTUP
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
$50M EDUCATION, ARTS,
CULTURE
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
$50M EDUCATION, ARTS,
CULTURE
http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b
$50M EDUCATION, ARTS,
CULTURE
$50M EDUCATION, ARTS,
CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
$50M EDUCATION, ARTS,
CULTURE
http://mikerossart.net/images/mikeross_enter.jpg
$50M EDUCATION, ARTS,
CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
Photo Credit: Daniel Park
Photo Credit: Daniel Park
LIFE IS BEAUTIFUL
LIFE IS BEAUTIFUL
LIFE IS BEAUTIFUL
LIFE IS BEAUTIFUL
LIFE IS BEAUTIFUL
$200M REAL ESTATE
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
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
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
HOW TO ACCELERATE
LEARNING & INNOVATION
LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
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
What is the value of a resident that is out
and about in the neighborhood?
RETURN ON COLLISIONS
ROC
What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
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
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
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
RETURN ON COLLISIONS
ROC
JAKE – FLINT & TINDER
http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-
b.jpg
JAKE – FLINT & TINDER
FASHION INCUBATOR
STITCH FACTORY
FASHION INCUBATOR
STITCH FACTORY
What is the value of a purposeful visitor that
contributes to community?
RETURN ON COLLISIONS
ROC
What is the value of a purposeful visitor that
contributes to community?
12 hours/day
RETURN ON COLLISIONS
ROC
What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
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
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
RETURN ON COLLISIONS
ROC
RETURN ON COLLISIONS
ROC
“SUBSCRIBE
”
TO DTLV
1. 100 residents per acre
2. Street-level activity for residents to
collide
3. Culture of openness, collaboration,
creativity, and optimism
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
RETURN ON COLLISIONS
ROC
100,000
RETURN ON COLLISIONS
ROC
100,000 “collisionable”
RETURN ON COLLISIONS
ROC
100,000 “collisionable” community
RETURN ON COLLISIONS
ROC
100,000 “collisionable” community hours
RETURN ON COLLISIONS
ROC
100,000 “collisionable” community hours
per
RETURN ON COLLISIONS
ROC
100,000 “collisionable” community hours
per acre
RETURN ON COLLISIONS
ROC
100,000 “collisionable” community hours
per acre per
RETURN ON COLLISIONS
ROC
100,000 “collisionable” community hours
per acre per year
RETURN ON COLLISIONS
ROC
100,000 “collisionable” community hours
per acre per year
RETURN ON COLLISIONS
ROC
2.3 COLLISIONABLE
HOURS
PER SQUARE FOOT
PER YEAR
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
ZAPPOS, DELIVERING HAPPINESS,
DOWNTOWN PROJECT
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
50% OF HUMANS LIVE IN
CITIES
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
75% WILL LIVE IN CITIES IN
OUR LIFETIME
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
THE 4 MINUTE MILE
THE 4 MINUTE MILE
MORE INFO
For a copy of this presentation:
tony@zappos.com
For more information:
www.downtownproject.com
A GREAT
BRAND
is a story that never
stops unfolding.
is a story that never
stops unfolding.
A GREAT
BRAND
COMPANY
A GREAT
BRAND
COMPANY
CITY
is a story that never
stops unfolding.
A GREAT
BRAND
COMPANY
CITY
COMMUNITY
is a story that never
stops unfolding.
MORE INFO
For a copy of this presentation:
tony@zappos.com
For more information:
www.downtownproject.com

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