Zappos "Delivering Happiness"
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This document appears to be a slide presentation by Tony Hsieh, CEO of Zappos, about his Downtown Project initiative in Las Vegas. The key points covered are: - Tony's background founding LinkExchange and Zappos, which was acquired by Amazon for $1.2 billion. - The evolution of Zappos' brand from focusing on clothing to customer service to company culture. - The $350 million Downtown Project which aims to revitalize downtown Las Vegas through investments in small businesses, tech startups, education/arts, and real estate. - The goals of the Downtown Project to create a walkable live/work/play community that accelerates collisions, community,
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Zappos "Delivering Happiness"
- 1. Thursday, April 25, 13
- 3. Thursday, April 25, 13
- 4. Downtown Project Collisions Community Co-Learning Thursday, April 25, 13
- 6. Slide A Little About Me (Tony) • 1994-1995: Pizza business in college Thursday, April 25, 13
- 7. Slide A Little About Me (Tony) • 1994-1995: Pizza business in college • 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million Thursday, April 25, 13
- 8. Slide 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. Thursday, April 25, 13
- 9. Slide 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. Thursday, April 25, 13
- 10. Slide 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 $1.2 billion • 2010: NYT bestseller Delivering Happiness published Thursday, April 25, 13
- 11. Slide The Power of WOW ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200 Thursday, April 25, 13
- 12. Slide The Power of WOW ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200 Thursday, April 25, 13
- 13. Slide 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? Thursday, April 25, 13
- 14. Slide the #1 priority Thursday, April 25, 13
- 15. Slide the #1 priority CULTURE Thursday, April 25, 13
- 16. Slide the #1 priority CULTURE 4 weeks of training Culture book $4000 offer Hiring for culture Thursday, April 25, 13
- 17. Slide CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall… Thursday, April 25, 13
- 18. Slide Example: Core Values Thursday, April 25, 13
- 19. Slide 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 Humble Thursday, April 25, 13
- 20. Slide Clothing, Customer Service, Culture Customer Service Clothing Culture Thursday, April 25, 13
- 23. Slide Customer Service Thursday, April 25, 13
- 24. Slide Customer Service Thursday, April 25, 13
- 27. Slide Clothing, Customer Service, Culture Customer Service Clothing Culture Thursday, April 25, 13
- 28. Slide 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 Angelou Thursday, April 25, 13
- 29. Slide Building Great Thursday, April 25, 13
- 30. Slide CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall… Thursday, April 25, 13
- 31. Slide VISION “Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money… Thursday, April 25, 13
- 32. Slide Thursday, April 25, 13
- 33. Slide “Don’t chase the paper, chase the dream.” Thursday, April 25, 13
- 34. Slide “Don’t chase the paper, chase the dream.” Thursday, April 25, 13
- 35. Slide “Don’t chase the paper, chase the dream.” Sean Combs aka “Puff Daddy” to rapper Thursday, April 25, 13
- 36. Slide “Don’t chase the paper, chase the dream.” Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” Thursday, April 25, 13
- 37. Slide “Don’t chase the paper, chase the dream.” Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious Thursday, April 25, 13
- 38. Slide 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 Happiness Thursday, April 25, 13
- 39. Slide Delivering Happiness - What’s Next? Clothing Customer Service Company Culture “a great brand is… ______” Thursday, April 25, 13
- 41. Slide Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg Thursday, April 25, 13
- 44. Slide Apple http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg Thursday, April 25, 13
- 45. Slide Doggy Day Care http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG Thursday, April 25, 13
- 46. Slide NYU Campus http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG Thursday, April 25, 13
- 47. Slide Downtown Vegas - Fremont East http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg Thursday, April 25, 13
- 48. Slide Downtown Vegas - Fremont East http://www.lucyvegas.com/sites/default/files/griffin5.jpg Thursday, April 25, 13
- 49. Slide Downtown Vegas - Fremont East Thursday, April 25, 13
- 50. Slide Downtown Vegas - Fremont East http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg Thursday, April 25, 13
- 51. Slide Delivering Happiness - What’s Next? Clothing Customer Service Company Culture Thursday, April 25, 13
- 52. Slide Delivering Happiness - What’s Next? Clothing Customer Service Company Culture Community Thursday, April 25, 13
- 53. Slide DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate Thursday, April 25, 13
- 54. Slide DOWNTOWN PROJECT GOALS Thursday, April 25, 13
- 55. Slide DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance Thursday, April 25, 13
- 56. Slide DOWNTOWN PROJECT GOALS Live/Work/Play – Walking Distance The Most Community-Focused Large City in the World Thursday, April 25, 13
- 57. Slide 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 Thursday, April 25, 13
- 58. Slide ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… Thursday, April 25, 13
- 59. Slide ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long- term ROC Thursday, April 25, 13
- 60. Slide ROI vs. ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long- term ROC (Return On Community) Thursday, April 25, 13
- 61. Slide 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 Thursday, April 25, 13
- 62. Slide 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 Serendipity Thursday, April 25, 13
- 63. Slide THE BIG BET Accelerating Collisions, Community, and Co- Learning Thursday, April 25, 13
- 64. Slide THE BIG BET Accelerating Collisions, Community, and Co- Learning …will lead to… Happiness, Luckiness, Innovation, and Productivity Thursday, April 25, 13
- 65. Slide DOWNTOWN PROJECT - $350M $ 50M – Small businesses $ 50M – Tech Startups $ 50M – Education, Arts, Culture $200M – Real Estate Thursday, April 25, 13
- 66. Slide $50M – Small Businesses Thursday, April 25, 13
- 67. Slide $50M – Small Businesses Criteria Thursday, April 25, 13
- 68. Slide $50M – Small Businesses Criteria Owner Operated - Passionate Thursday, April 25, 13
- 69. Slide $50M – Small Businesses Criteria Owner Operated - Passionate Helps Build Community Thursday, April 25, 13
- 70. Slide $50M – Small Businesses Criteria Owner Operated - Passionate Helps Build Community Execution Ability Thursday, April 25, 13
- 71. Slide $50M – Small Businesses Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Thursday, April 25, 13
- 72. Slide $50M – Small Businesses Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at Something Thursday, April 25, 13
- 73. Slide $50M – Small Businesses Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at Something Story-worthy Thursday, April 25, 13
- 80. Slide Check Cashing http://www.vegaschatter.com/files/100501/checks_cashed..jpg Thursday, April 25, 13
- 81. Slide Check Cashing Thursday, April 25, 13
- 86. Slide Shipping Container Park Thursday, April 25, 13
- 87. Slide Shipping Container Park Thursday, April 25, 13
- 88. Slide Shipping Container Park Thursday, April 25, 13
- 89. Slide Shipping Container Park Thursday, April 25, 13
- 90. Slide Bike Sharing Thursday, April 25, 13
- 91. Slide $50M – Tech Startups http://img-s.foursquare.com/pix/ EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg Thursday, April 25, 13
- 92. Slide $50M – Tech Startups http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576 Thursday, April 25, 13
- 93. Slide The City as a Startup http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png Thursday, April 25, 13
- 94. Slide $50M – Startups http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg Thursday, April 25, 13
- 95. Slide $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg Thursday, April 25, 13
- 96. Slide $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg Thursday, April 25, 13
- 97. Slide $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg Thursday, April 25, 13
- 98. Slide $50M – Education, Arts, Culture http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg Thursday, April 25, 13
- 99. Slide $50M – Education, Arts, Culture http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg Thursday, April 25, 13
- 100. Slide $50M – Education, Arts, Culture http://mikerossart.net/images/mikeross_enter.jpg Thursday, April 25, 13
- 101. Slide $200M – Real Estate http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg Thursday, April 25, 13
- 102. Slide 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 Thursday, April 25, 13
- 103. Slide 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 Thursday, April 25, 13
- 104. Slide HOW TO ACCELERATE LEARNING & INNOVATION Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience Thursday, April 25, 13
- 105. Slide Las Vegas City Hall http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg Thursday, April 25, 13
- 106. Slide 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 Residents Thursday, April 25, 13
- 107. Slide LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company Thursday, April 25, 13
- 108. Slide LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City Thursday, April 25, 13
- 109. Slide LEARNING FROM ZAPPOS & COWORKING… Culture is to a Company as Community is to a City Values Innovation Serendipity Participation Upward Mobility Attracting Startups and the Creative Thursday, April 25, 13
- 110. Slide Our Secret Weapon http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg Thursday, April 25, 13
- 111. Slide LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community Thursday, April 25, 13
- 112. Slide Downtown Vegas Every Day Curated Content Serendipity Learning Connections Community Thursday, April 25, 13
- 113. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 114. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 115. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 116. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 117. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 118. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 119. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 120. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 121. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 122. Slide Fremont St. & Las Vegas Blvd. Thursday, April 25, 13
- 123. Slide Downtown Vegas Monthly Cadence Thursday, April 25, 13
- 124. Slide Downtown Vegas Monthly Cadence Week 1 – First Friday Week Thursday, April 25, 13
- 125. Slide Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Thursday, April 25, 13
- 126. Slide Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Thursday, April 25, 13
- 127. Slide Downtown Vegas Monthly Cadence Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week Thursday, April 25, 13
- 128. Slide Fashion Incubator – Stitch Factory Thursday, April 25, 13
- 129. Slide Fashion Incubator – Stitch Factory Thursday, April 25, 13
- 130. Slide Collisions, Community, Co- Learning What is the value of a resident that is out and about in the community? Thursday, April 25, 13
- 131. Slide Collisions, Community, Co- Learning What is the value of a resident that is out and about in the community? 3-4 hours/day Thursday, April 25, 13
- 132. Slide 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 Thursday, April 25, 13
- 133. Slide 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 Thursday, April 25, 13
- 134. Slide 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/year Thursday, April 25, 13
- 135. Slide Jake – Flint and Tinder http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You- Will-Love-It-b.jpg Thursday, April 25, 13
- 136. Slide Collisions, Community, Co- Learning What is the value of a purposeful visitor that contributes to community? Thursday, April 25, 13
- 137. Slide Collisions, Community, Co- Learning What is the value of a purposeful visitor that contributes to community? 12 hours/day Thursday, April 25, 13
- 138. Slide Collisions, Community, Co- Learning What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week Thursday, April 25, 13
- 139. Slide 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 Thursday, April 25, 13
- 140. Slide 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” Thursday, April 25, 13
- 141. Slide Collisions, Community, Co- Learning “Subscribe” to Downtown Vegas Thursday, April 25, 13
- 142. Slide Collisions, Community, Co- Learning 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism Thursday, April 25, 13
- 143. Slide Collisions, Community, Co- Learning 1. 100 residents per acre Thursday, April 25, 13
- 144. Slide Collisions, Community, Co- Learning 1. 100,000 Thursday, April 25, 13
- 145. Slide Collisions, Community, Co- Learning 1. 100,000 “collisionable” Thursday, April 25, 13
- 146. Slide Collisions, Community, Co- Learning 1. 100,000 “collisionable” community Thursday, April 25, 13
- 147. Slide Collisions, Community, Co- Learning 1. 100,000 “collisionable” community hours Thursday, April 25, 13
- 148. Slide Collisions, Community, Co- Learning 1. 100,000 “collisionable” community hours per Thursday, April 25, 13
- 149. Slide Collisions, Community, Co- Learning 1. 100,000 “collisionable” community hours per acre Thursday, April 25, 13
- 150. Slide Collisions, Community, Co- Learning 1. 100,000 “collisionable” community hours per acre per Thursday, April 25, 13
- 151. Slide Collisions, Community, Co- Learning 1. 100,000 “collisionable” community hours per acre per year Thursday, April 25, 13
- 152. Slide Collisions, Community, Co- Learning 1. 100,000 “collisionable” community hours per acre per year 2.3 collisionable hours per square foot Thursday, April 25, 13
- 153. Slide 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 Thursday, April 25, 13
- 154. Slide “Downtown Vegas Will Make You Smarter” http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg Thursday, April 25, 13
- 155. Slide ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN Thursday, April 25, 13
- 156. Slide 50% of Humans Live in Cities http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg Thursday, April 25, 13
- 157. Slide 75% Will Live In Cities in Our Lifetime http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg Thursday, April 25, 13
- 158. Slide The 4-Minute Mile Thursday, April 25, 13