NICE Interactions Conference 2014 - Zappos - DTP 05.20.14
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Transcript of NICE Interactions Conference 2014 - Zappos - DTP 05.20.14
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ZAPPOS.COM
DELIVERING HAPPINESS
DOWNTOWN PROJECT
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A BIT ABOUT ME (TONY)1994-1995: Pizza business in college
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A BIT ABOUT ME (TONY)1994-1995: Pizza business in college
1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
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A BIT 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.
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A BIT 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.
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A BIT 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
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A BIT 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
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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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THE #1 PRIORITY
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THE #1 PRIORITY
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CULTURETHE #1 PRIORITY
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CLOTHING, CUSTOMER SERVICE, CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING
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CLOTHING
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CUSTOMERSERVICE
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CULTURE
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CLOTHING, CUSTOMER SERVICE, CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING
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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
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BUILDING GREAT
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INGREDIENT #1
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Don’t make your core values just a meaningless plaque on the
wall…
CULTURECOMMITABLE CORE
VALUES
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EXAMPLE: CORE VALUES1. 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
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“Be real and you have nothing to fear”
Don’t try to be someone you are not
Parades at Zappos…
YOUR CULTUREIS YOUR BRAND
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“That’s great…
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“That’s great…
but it would never work at my
company…”
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ALIGNMENTIt doesn’t matter what your core
values are…as long as you commit to them.
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INGREDIENT #2
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VISION“Whatever you’re thinking, think
bigger.”Does the vision have meaning?
Chase the vision, not the money…
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Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
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“Don’t chase the paper, chase the dream.”
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ENTREPRENEURS
“What would you be passionate about doing for 10 years even if you never made a dime?”
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EMPLOYEES
What’s the larger vision and greater purpose in
their work beyond money or profits?
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MOTIVATION
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MOTIVATIONVS
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MOTIVATION
INSPIRATION
VS
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VISION & CULTURE
PASSION & PURPOSE
INSPIRE
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EVOLVINGVISION & BRAND AT
ZAPPOS.COM1999 Selection
2003 Customer Service
2005 Culture and core values as our platform
2007 Personal Emotional Connection
2009 Delivering Happiness
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Clothing
Customer Service
Company Culture
“a great brand is… ______”
WHAT’S NEXTDELIVERING HAPPINESS
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ZAPPOS.COM
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
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LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
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LAS VEGAS CITY HALL
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LAS VEGAS CITY HALL
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APPLE
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.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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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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http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
DOWNTOWN VEGASFREMONT EAST
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DOWNTOWN VEGASFREMONT EAST
http://www.lucyvegas.com/sites/default/files/griffin5.jpg
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DOWNTOWN VEGASFREMONT EAST
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http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
DOWNTOWN VEGASFREMONT EAST
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DELIVERING HAPPINESS
WHAT’S NEXT?
Clothing
Customer Service
Company Culture
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DELIVERING HAPPINESS
WHAT’S NEXT?
Clothing
Customer Service
Company Culture
Community
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DOWNTOWN PROJECT
COLLISIONSCO-LEARNING
CONNECTEDNESS
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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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DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
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DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
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DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
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DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
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DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
• DENSITY
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DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
• DENSITY
• DIVERSITY
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AcceleratingCollisions, Co-Learning, and
Connectedness
THE BIG BET
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AcceleratingCollisions, Co-Learning, and
Connectedness
…will lead to…
Happiness, Luckiness, Innovation, and Productivity
THE BIG BET
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ROC
ROIVS
Instead of maximizing short-term ROI (Return On Investment)…
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ROC
ROIVS
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC
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ROC
ROIVS
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)
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ROC
ROIVS
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community & Return on Collisions)
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ROC & ROL
ROIVS
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
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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)
ROIVS
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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
ROIVS
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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 BUSINESS
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$50M SMALL BUSINESS
Criteria
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$50M SMALL BUSINESS
CriteriaOwner Operated - Passionate
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$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & Collisions
![Page 80: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/80.jpg)
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution Ability
![Page 81: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/81.jpg)
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainable
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$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainableUnique or First or Best at Something
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$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainableUnique or First or Best at SomethingStory-worthy
![Page 84: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/84.jpg)
NATALIE
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NATALIE
![Page 86: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/86.jpg)
NATALIE
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NATALIE
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NATALIE
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NATALIE
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CHECK CASHING
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CHECK CASHING
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SARAH
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SARAH
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SARAH
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SHIPPING CONTAINERS
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CONTAINER PARK
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CONTAINER PARK
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CONTAINER PARK
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CONTAINER PARK
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LVCK
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LVCK
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LVCK
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SHIPPING CONTAINERS
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MEDICAL CLINIC
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$50M TECH STARTUPS
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$50M TECH STARTUPS
https://twitter.com/VegasKramer/status/330833896574951424/photo/1
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$50M TECH STARTUPS
![Page 108: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/108.jpg)
PROJECT 100
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PROJECT 100
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COWORKING
https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=523b8f7211d2d802c3ba1d40
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COWORKING
https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=5196bb0f498eb4bdee4082f1
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http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7-VVqSMlA#vPAm4TwFWc3kw_lM9NJzfQ
GOLD SPIKE (FORMER CASINO)
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http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7-VVqSMlA#uSzsFfdBhPok_sfEpJk-7Q
GOLD SPIKE (FORMER CASINO)
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GOLD SPIKE COWORKING LOUNGE
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https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=51f18e5d498eb74dd6fc3edf
GOLD SPIKE COWORKING LOUNGE
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https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=52099aef11d226362f7930d9
GOLD SPIKE COWORKING LOUNGE
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GOLD SPIKE COWORKING LOUNGE
![Page 118: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/118.jpg)
LEARNING VILLAGE
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LEARNING VILLAGE
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LEARNING VILLAGE
https://foursquare.com/v/learning-village/51c4ebf5454a6e38af8a9e85/photos?openPhotoId=51e08991498efac3d12b7387
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http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
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CITY AS A STARTUP
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
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$50M EDUCATION, ARTS, CULTURE
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
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$50M EDUCATION, ARTS, CULTURE
http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b
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$50M EDUCATION, ARTS, CULTURE
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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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$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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LIFE IS BEAUTIFUL
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LIFE IS BEAUTIFUL
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LIFE IS BEAUTIFUL
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LIFE IS BEAUTIFUL
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LIFE IS BEAUTIFUL
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$200M REAL ESTATE
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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
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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
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Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
HOW TO ACCELERATE LEARNING & INNOVATION
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LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
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DIVERSITY + DENSITY
1. Zappos employees2. Tech Startup Community3. Small Business Community4. Fashion Community5. Art and Music Communities6. Other Passion Communities7. Local Residents
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OUR SECRET WEAPON
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
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LEARNINGS FROM TED, SUMMIT SERIES, SXSW,
BIF…Curated ContentSerendipityLearningConnectionsCommunity
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DOWNTOWN VEGAS EVERY DAY
Curated ContentSerendipityLearningConnectionsCommunity
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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INSPIRE THEATER
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INSPIRE THEATER
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INSPIRE THEATER
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INSPIRE THEATER
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INSPIRE THEATER
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INSPIRE THEATER
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INSPIRE THEATER
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INSPIRE THEATER
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DOWNTOWN VEGAS MONTHLY CADENCE
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Week 1 – First Friday Week
DOWNTOWN VEGAS MONTHLY CADENCE
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Week 1 – First Friday WeekWeek 2 – Tech Week
DOWNTOWN VEGAS MONTHLY CADENCE
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Week 1 – First Friday WeekWeek 2 – Tech WeekWeek 3 – Fashion Week
DOWNTOWN VEGAS MONTHLY CADENCE
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Week 1 – First Friday WeekWeek 2 – Tech WeekWeek 3 – Fashion WeekWeek 4 – Catalyst Week
DOWNTOWN VEGAS MONTHLY CADENCE
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What is the value of a resident that is out and about in the neighborhood?
RETURN ON COLLISIONSROC
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What is the value of a resident that is out and about in the neighborhood?
3-4 hours/day
RETURN ON COLLISIONSROC
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What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
RETURN ON COLLISIONSROC
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What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
x 40 weeks/year
RETURN ON COLLISIONSROC
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What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
x 40 weeks/year= 1000 “collisionable” hours/year
RETURN ON COLLISIONSROC
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JAKE – FLINT & TINDER
http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-b.jpg
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JAKE – FLINT & TINDER
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FASHION INCUBATORSTITCH FACTORY
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FASHION INCUBATORSTITCH FACTORY
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What is the value of a purposeful visitor that contributes to community?
RETURN ON COLLISIONSROC
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What is the value of a purposeful visitor that contributes to community?
12 hours/day
RETURN ON COLLISIONSROC
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What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
RETURN ON COLLISIONSROC
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What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year
RETURN ON COLLISIONSROC
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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
RETURN ON COLLISIONSROC
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RETURN ON COLLISIONSROC
“SUBSCRIBE”
TO DTLV
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1. 100 residents per acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
RETURN ON COLLISIONSROC
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1. 100 residents per acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
RETURN ON COLLISIONSROC
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100,000
RETURN ON COLLISIONSROC
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100,000 “collisionable”
RETURN ON COLLISIONSROC
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100,000 “collisionable” community
RETURN ON COLLISIONSROC
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100,000 “collisionable” community hours
RETURN ON COLLISIONSROC
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100,000 “collisionable” community hours per
RETURN ON COLLISIONSROC
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100,000 “collisionable” community hours per acre
RETURN ON COLLISIONSROC
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100,000 “collisionable” community hours per acre per
RETURN ON COLLISIONSROC
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100,000 “collisionable” community hours per acre per year
RETURN ON COLLISIONSROC
![Page 183: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/183.jpg)
100,000 “collisionable” community hours per acre per year
RETURN ON COLLISIONSROC
2.3 COLLISIONABLE HOURS
PER SQUARE FOOTPER YEAR
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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
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ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN
PROJECT
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https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
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50% OF HUMANS LIVE IN CITIES
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
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75% WILL LIVE IN CITIES IN OUR LIFETIME
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
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THE 4 MINUTE MILE
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THE 4 MINUTE MILE
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MORE INFO
For a copy of this presentation:[email protected]
For more information:www.downtownproject.com
![Page 193: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/193.jpg)
A GREAT
BRAND
is a story that never stops unfolding.
![Page 194: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/194.jpg)
is a story that never stops unfolding.
A GREAT
BRANDCOMPANY
![Page 195: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/195.jpg)
A GREAT
BRANDCOMPANY
CITY
is a story that never stops unfolding.
![Page 196: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/196.jpg)
A GREAT
BRANDCOMPANY
CITYCOMMUNITY
is a story that never stops unfolding.
![Page 197: NICE Interactions Conference 2014 - Zappos - DTP 05.20.14](https://reader037.fdocuments.net/reader037/viewer/2022110113/541488807bef0a764a8b6773/html5/thumbnails/197.jpg)
MORE INFO
For a copy of this presentation:[email protected]
For more information:www.downtownproject.com