Post on 26-Dec-2014
ZAPPOS.COMDELIVERING HAPPINESSDOWNTOWN PROJECT
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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
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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
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Delivering Happiness - What’s Next?
Clothing
Customer Service
Company Culture
“a great brand is… ______”
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Las Vegas City Hall
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
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Nike
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
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http://static.panoramio.com/photos/original/400729.jpg
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Apple
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
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Doggy Day Care
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
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NYU Campus
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
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Downtown Vegas - Fremont East
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
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Downtown Vegas - Fremont East
http://www.lucyvegas.com/sites/default/files/griffin5.jpg
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Downtown Vegas - Fremont East
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
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From 3 C’s…
Clothing
Customer Service
Company Culture
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From 3 C’s… to 4 C’s
Clothing
Customer Service
Company Culture
Community
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DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Real Estate
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DOWNTOWN PROJECT GOALS
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DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
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DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large City in the World
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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
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)
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THE BIG BET
Accelerating Collisions, Community, and Co-Learning
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THE BIG BET
Accelerating Collisions, Community, and Co-Learning
…will lead to…
Happiness, Luckiness,Innovation, and Productivity
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DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Real Estate
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$50M – Small Businesses
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$50M – Small Businesses
Criteria
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$50M – Small Businesses
Criteria Owner Operated - Passionate
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community Execution Ability
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at
Something
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$50M – Small Businesses
Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable Unique or First or Best at
Something Story-worthy
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Natalie
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Natalie
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Natalie
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Natalie
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Natalie
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Natalie
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$50M – Tech Startups
http://img-s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
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$50M – Tech Startups
http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576
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The City as a Startup
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
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$50M – Startups
http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
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$50M – Education, Arts, Culture
http://mikerossart.net/images/mikeross_enter.jpg
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$200M – Real Estate
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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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
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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
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HOW TO ACCELERATE LEARNING & INNOVATION
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
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DIFFERENT GROUPS COLLIDING
1. 2000 Zappos employees2. 1000 Teach For America corp members
and alumni3. Tech Startup Community4. Small Business Community5. Art and Music Communities6. Other Passion Communities7. Local Residents
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Company
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Companyas
Community is to a City
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Companyas
Community is to a CityValues
InnovationSerendipity
ParticipationUpward Mobility
Attracting Startups and the Creative Class
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Our Secret Weapon
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
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LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF…
Curated ContentSerendipity
LearningConnectionsCommunity
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Downtown Vegas Every Day
Curated ContentSerendipity
LearningConnectionsCommunity
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Downtown Vegas Monthly Cadence
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Downtown Vegas Monthly Cadence
Week 1 – First Friday Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion WeekWeek 4 –
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion WeekWeek 4 – Week 4 Week
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/day
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
x 40 weeks/year
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
x 40 weeks/year= 1000 “collisionable” hours/year
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/day
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year= 1000 “collisionable” hours/year
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Collisions, Community, Co-Learning
“Subscribe” toDowntown Vegas
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OUR BIG BET… 3 Guiding Principles
Accelerate:1.Collisions2.Community3.Co-Learning
And everything else will fall into place…(productivity, innovation, growth, happiness)
What will people say about downtown?
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“Downtown Will Make You Smarter”
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
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ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN PROJECT
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50% of Humans Live in Cities
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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75% Will Live In Cities in Our Lifetime
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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The 4-Minute Mile
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The 4-Minute Mile
http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG
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www.DowntownProject.com
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg