Business Mastery - Zappos - DTP - 8.9.15

ZAPPOS.COM

DELIVERING HAPPINESS

DOWNTOWN PROJECT

The Power of WOW

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

Gro

ss S

ale

s $M

M

$1,000

800

600

400

200

THE #1 PRIORITY

THE #1 PRIORITY

CULTURETHE #1 PRIORITY

CLOTHING, CUSTOMER SERVICE, CULTURE

CULTURE

CUSTOMER EXPERIENCE

CLOTHING

CLOTHING

CUSTOMERSERVICE

CULTURE

CLOTHING, CUSTOMER SERVICE, CULTURE

CULTURE

CUSTOMER EXPERIENCE

CLOTHING

DELIVERING HAPPINESSCUSTOMERS & 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 NEXTDELIVERING 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 VEGASFREMONT EAST


http://www.lucyvegas.com/sites/default/files/griffin5.jpg


http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg



WHAT’S NEXT?

Clothing

Customer Service

Company Culture


WHAT’S NEXT?

Clothing

Customer Service

Company Culture

Community

DOWNTOWN PROJECT

COLLISIONSCO-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


Distance

• The Most Community-Focused

Large City in the World

DOWNTOWN PROJECT

GOALS


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


• COLLISIONS

DOWNTOWN PROJECT


• COLLISIONS

• CO-LEARNING

DOWNTOWN PROJECT


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS

DOWNTOWN PROJECT


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS

• DENSITY

DOWNTOWN PROJECT


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS

• DENSITY

• DIVERSITY

AcceleratingCollisions, Co-Learning, and

Connectedness

THE BIG BET

AcceleratingCollisions, Co-Learning, and

Connectedness

…will lead to…

Happiness, Luckiness, Innovation, and Productivity

THE BIG BET

ROC

ROIVS

Instead of maximizing short-term ROI (Return On Investment)…

ROC

ROIVS


We focus on maximizing long-term ROC

ROC

ROIVS


We focus on maximizing long-term ROC (Return On Community)

ROC

ROIVS


We focus on maximizing long-term ROC (Return On Community & Return on Collisions)

ROC & ROL

ROIVS



and institutionalizing ROL

ROC & ROL



and institutionalizing ROL(Return On Luck)

ROIVS

ROC & ROL



and institutionalizing ROL(Return On Luck) – Accelerating Serendipity

ROIVS

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

CriteriaOwner Operated - Passionate

$50M SMALL BUSINESS

CriteriaOwner Operated - PassionateHelps Promote Community & Collisions

$50M SMALL BUSINESS

CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution Ability

$50M SMALL BUSINESS

CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainable

$50M SMALL BUSINESS

CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainableUnique or First or Best at Something

$50M SMALL BUSINESS

CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainableUnique or First or Best at SomethingStory-worthy

NATALIE

NATALIE

NATALIE

NATALIE

NATALIE

NATALIE

SHIPPING CONTAINERS

CONTAINER PARK

CONTAINER PARK

CONTAINER PARK

CONTAINER PARK

LVCK

LVCK

LVCK

SHIPPING CONTAINERS

MEDICAL CLINIC

$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


$50M EDUCATION, ARTS, CULTURE



http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b



http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg


http://mikerossart.net/images/mikeross_enter.jpg


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 employees2. Tech Startup Community3. Small Business Community4. Fashion Community5. Art and Music Communities6. Other Passion Communities7. Local Residents

What is the value of a resident that is out and about in the neighborhood?

RETURN ON COLLISIONSROC


3-4 hours/day



3-4 hours/dayx 7 days/week




x 40 weeks/year




x 40 weeks/year= 1000 “collisionable” hours/year


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 INCUBATORSTITCH FACTORY

FASHION INCUBATORSTITCH FACTORY

What is the value of a purposeful visitor that contributes to community?



12 hours/day



12 hours/dayx 7 days/week




x 12 weeks/year




x 12 weeks/year= 1000 “collisionable” hours/year



“SUBSCRIBE”

TO DTLV

1. 100 residents per acre




1. 100 residents per acre




100,000


100,000 “collisionable”


100,000 “collisionable” community


100,000 “collisionable” community hours


100,000 “collisionable” community hours per


100,000 “collisionable” community hours per acre


100,000 “collisionable” community hours per acre per


100,000 “collisionable” community hours per acre per year


100,000 “collisionable” community hours per acre per year


2.3 COLLISIONABLE HOURS

PER SQUARE FOOTPER YEAR

Accelerate:1. Collisions2. Co-Learning3. 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


75% WILL LIVE IN CITIES IN OUR LIFETIME


THE 4 MINUTE MILE

THE 4 MINUTE MILE

MORE INFO

For a copy of this presentation:[email protected]

For more information:www.downtownproject.com

A GREAT

BRAND

is a story that never stops unfolding.


A GREAT

BRANDCOMPANY

A GREAT

BRANDCOMPANY

CITY


A GREAT

BRANDCOMPANY

CITYCOMMUNITY


MORE INFO

For a copy of this presentation:[email protected]

For more information:www.downtownproject.com