4. Slide 4
A Little About Me (Tony)
• 1994-1995: Pizza business in college
5. Slide 5
A Little About Me (Tony)
• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising)
Sold to Microsoft for $265 million
6. Slide 6
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.
7. Slide 7
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.
8. Slide 8
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
10. Slide 10
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?
19. Slide 19
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
23. Slide 23
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
24. Slide 24
COMMIT TO
TRANSPARENCY
“Be real and you have nothing to fear”
Your culture is your brand
Don’t try to be someone you are not
Parades at Zappos…
36. Slide 36
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
37. Slide 37
Questions
Where does the story begin?
Where does the story end?
How do you reinforce the good memories?
What were the emotions, positive and negative?
How can you create more stories and memories?
38. Slide 38
What’s your business?
You’re not in the _______ business.
Cirque du Soleil is not in the circus business.
You’re in the experience and emotions business.
You’re in the stories and memories business.
Think bigger.
56. Slide 56
DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large City
in the World
57. Slide 57
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
58. Slide 58
ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)…
59. Slide 59
ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
60. Slide 60
ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)
61. Slide 61
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
62. Slide 62
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
63. Slide 63
THE BIG BET
Accelerating
Collisions, Community, and Co-Learning
64. Slide 64
THE BIG BET
Accelerating
Collisions, Community, and Co-Learning
…will lead to…
Happiness, Luckiness,
Innovation, and Productivity
69. Slide 69
$50M – Small Businesses
Criteria
Owner Operated - Passionate
Helps Build Community
70. Slide 70
$50M – Small Businesses
Criteria
Owner Operated - Passionate
Helps Build Community
Execution Ability
71. Slide 71
$50M – Small Businesses
Criteria
Owner Operated - Passionate
Helps Build Community
Execution Ability
Sustainable
72. Slide 72
$50M – Small Businesses
Criteria
Owner Operated - Passionate
Helps Build Community
Execution Ability
Sustainable
Unique or First or Best at Something
73. Slide 73
$50M – Small Businesses
Criteria
Owner Operated - Passionate
Helps Build Community
Execution Ability
Sustainable
Unique or First or Best at Something
Story-worthy
105. Slide 105
$200M – Real Estate
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
106. Slide 106
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
107. Slide 107
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
108. Slide 108
HOW TO ACCELERATE LEARNING &
INNOVATION
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
109. Slide 109
Las Vegas City Hall
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
110. Slide 110
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
112. Slide 112
LEARNING FROM ZAPPOS &
COWORKING…
Culture is to a Company
as
Community is to a City
113. Slide 113
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 Class
134. Slide 134
Return On Collisions (ROC)
What is the value of a resident that is out and
about in the community?
135. Slide 135
Return On Collisions (ROC)
What is the value of a resident that is out and
about in the community?
3-4 hours/day
136. Slide 136
Return On Collisions (ROC)
What is the value of a resident that is out and
about in the community?
3-4 hours/day
x 7 days/week
137. Slide 137
Return On Collisions (ROC)
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
138. Slide 138
Return On Collisions (ROC)
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
139. Slide 139
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
141. Slide 141
Return On Collisions (ROC)
What is the value of a purposeful visitor that
contributes to community?
142. Slide 142
Return On Collisions (ROC)
What is the value of a purposeful visitor that
contributes to community?
12 hours/day
143. Slide 143
Return On Collisions (ROC)
What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
144. Slide 144
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
145. Slide 145
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
147. Slide 147
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
152. Slide 152
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours
153. Slide 153
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per
154. Slide 154
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per acre
155. Slide 155
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per acre per
156. Slide 156
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per acre per year
157. Slide 157
Return On Collisions (ROC)
1. 100,000 “collisionable” community
hours per acre per year
2.3 collisionable hours
per square foot
per year
158. Slide 158
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 downtown?