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 $1.2 billion
⢠2010: NYT bestseller Delivering Happiness published
9. Slide 9
The Power of WOW
â01 â02 â06â03 â04 â05 â07â00 â08
GrossSales$MM
$1,000
800
600
400
200
10. Slide 10
Customer Experience
ď¤ What do customers expect?
ď¤ What do customers actually experience?
ď¤ What emotions do customers feel?
ď¤ What stories do they tell their friends?
ď¤ How can culture create more stories and memories?
19. Slide 19
Delivering Happiness
(customers and employees)
âPeople will forget what you said.
People will forget what you did.
But people will never forget
how you made them feel.â
-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
âBe real and you have nothing to fearâ
Your culture is your brand
Donât try to be someone you are not
Parades at ZapposâŚ
30. Slide 30
VISION
âDonât chase the paper,
chase the dream.â
Sean Combs aka âPuff Daddyâ to rapper
Biggie Smalls aka âNotorious B.I.G.â
in Notorious
36. Slide 36
Evolving vision and brand at
Zappos.com
ď¤ 1999 Selection
ď¤ 2003 Customer Service
ď¤ 2005 Culture and core values as our platform
ď¤ 2007 Personal Emotional Connection
ď¤ 2009 Delivering Happiness
37. Slide 37
Questions
ď¤ Where does the story begin?
ď¤ Where does the story end?
ď¤ How do you reinforce the good memories?
ď¤ What were the emotions, positive and negative?
ď¤ How can you create more stories and memories?
38. Slide 38
Whatâs your business?
ď¤ Youâre not in the _______ business.
ď¤ Cirque du Soleil is not in the circus business.
ď¤ Youâre in the experience and emotions business.
ď¤ Youâre in the stories and memories business.
ď¤ Think bigger.
39. Slide 39
Delivering Happiness - Whatâs Next?
Clothing
Customer Service
Company Culture
âa great brand is⌠______â
56. Slide 56
DOWNTOWN PROJECT GOALS
Live/Work/Play â Walking Distance
The Most Community-Focused Large
City in the World
57. Slide 57
DOWNTOWN PROJECT GOALS
Live/Work/Play â 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)âŚ
59. Slide 59
ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)âŚ
We focus on maximizing long-term ROC
60. Slide 60
ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)âŚ
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)âŚ
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)âŚ
We focus on maximizing long-term ROC
(Return On Community)
and institutionalizing ROL
(Return On Luck) â 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
âŚwill lead toâŚ
Happiness, Luckiness,
Innovation, and Productivity
72. Slide 72
$50M â Small Businesses
ď¨ Criteria
ď¤ Owner Operated - Passionate
ď¤ Helps Build Community
ď¤ Execution Ability
ď¤ Sustainable
ď¤ Unique or First or Best at Something
73. Slide 73
$50M â Small Businesses
ď¨ Criteria
ď¤ Owner Operated - Passionate
ď¤ Helps Build Community
ď¤ Execution Ability
ď¤ Sustainable
ď¤ Unique or First or Best at Something
ď¤ Story-worthy
105. Slide 105
$200M â Real Estate
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
106. Slide 106
WHEN CITIES DOUBLE IN SIZEâŚ
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 &
COWORKINGâŚ
Culture is to a Company
as
Community is to a City
113. Slide 113
LEARNING FROM ZAPPOS &
COWORKINGâŚ
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 âcollisionableâ hours/year
139. Slide 139
Jake â 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 âcollisionableâ 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
151. Slide 151
Return On Collisions (ROC)
1. 100,000 âcollisionableâ community
152. Slide 152
Return On Collisions (ROC)
1. 100,000 âcollisionableâ community
hours
153. Slide 153
Return On Collisions (ROC)
1. 100,000 âcollisionableâ community
hours per
154. Slide 154
Return On Collisions (ROC)
1. 100,000 âcollisionableâ community
hours per acre
155. Slide 155
Return On Collisions (ROC)
1. 100,000 âcollisionableâ community
hours per acre per
156. Slide 156
Return On Collisions (ROC)
1. 100,000 âcollisionableâ community
hours per acre per year
157. Slide 157
Return On Collisions (ROC)
1. 100,000 âcollisionableâ 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 placeâŚ
(productivity, innovation, growth, happiness)
What will people say about downtown?