3. A BIT ABOUT ME (TONY)
1994-1995: Pizza business in college
4. A BIT ABOUT ME (TONY)
1994-1995: Pizza business in college
1996-1998: LinkExchange (online advertising) Sold to Microsoft for
$265 million
5. 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.
6. 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.
7. 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
8. 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
9. The Power of WOW
Gross Sales $MM
$1,000
800
600
400
200
„00
„01
„02
„03
„04
„05
„06
„07
„08
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?
24. 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
25. 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…
39. EVOLVING
VISION & BRAND AT
ZAPPOS.COM
1999 Selection
2003 Customer Service
2005 Culture and core values as our platform
2007 Personal Emotional Connection
2009 Delivering Happiness
40. QUESTIONS
VISION & BRAND AT
ZAPPOS.COM
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?
41. 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.
63. 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
66. ROI
VS
ROC
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)
67. ROI
VS
ROC & ROL
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)
and institutionalizing ROL
68. ROI
VS
ROC & 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
78. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Build Community
Execution Ability
Sustainable
Unique or First or Best at Something
79. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Build Community
Execution Ability
Sustainable
Unique or First or Best at Something
Story-worthy
133. 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
134. 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
135. HOW TO ACCELERATE
LEARNING & INNOVATION
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
136. LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
137. LAS VEGAS CITY HALL
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
140. CULTURE IS TO A
AS
COMPANY
COMMUNITY IS TO A
CITY
Values
Innovation
Serendipity
Participation
Upward Mobility
Attracting Startups & the Creative Class
164. 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
165. 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
171. 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
172. 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
174. 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
175. 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
185. THE BIG BET
3 GUIDING PRINCIPLES
Accelerate:
1. Collisions
2. Co-Learning
3. Connectedness
And everything else will fall into place…
(productivity, innovation, growth, happiness)
What will people say about downtown?