Zappos "Delivering Happiness"

ZAPPOS.COM
DELIVERING
HAPPINESS
Thursday, April 25, 13

Downtown Project

Collisions

Community

Co-Learning

Slide
A Little About Me (Tony)
• 1994-1995:
Pizza business in college

Slide
• 1994-1995:
• 1996-1998:
LinkExchange (online advertising)

Sold to Microsoft for $265 million

Slide
• 1994-1995:
• 1996-1998:

• 1999:
Venture Frogs (investment fund) - Invested in
Zappos.com, Inc.

Slide
• 1994-1995:
• 1996-1998:

• 1999:
Zappos.com, Inc.
• 1999-Today:
Zappos.com, Inc.

Slide
• 1994-1995:
• 1996-1998:

• 1999:
Zappos.com, Inc.
• 1999-Today:
Zappos.com, Inc.
• 2009:
Amazon acquires Zappos for $1.2 billion
• 2010:
NYT bestseller Delivering Happiness published

Slide
The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
GrossSales$MM
$1,000
800
600
400
200

Slide
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?

Slide
the #1 priority

Slide
the #1 priority
CULTURE

Slide
the #1 priority
CULTURE
4 weeks of training
Culture
book
$4000 offer
Hiring for culture

Slide
CULTURE
“Committable Core Values”
Don’t make your core values
just a meaningless plaque on the wall…

Slide
Example: Core Values

Slide
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

Slide
Clothing, Customer Service,
Culture
Customer Service
Clothing
Culture

Slide
Clothing

Slide
Customer Service

Slide
Culture

Slide
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

Slide
Building Great

Slide
VISION
“Whatever you’re thinking, think bigger.”
Does the vision have meaning?
Chase the vision, not the money…

Slide
“Don’t chase the
paper, chase the
dream.”

Slide
paper, chase the
dream.”
Sean Combs aka “Puff Daddy” to rapper

Slide
paper, chase the
dream.”
Biggie Smalls aka “Notorious B.I.G.”

Slide
paper, chase the
dream.”
Biggie Smalls aka “Notorious B.I.G.”
in Notorious

Slide
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

Slide
Delivering Happiness -
What’s Next?
Clothing
Customer Service
Company Culture
“a great brand is… ______”

Slide
Zappos.com
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-
henderson-nv-photo-by.jpg

Slide
Las Vegas City Hall
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg

Slide
Nike
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg

Slide
Google
http://static.panoramio.com/photos/original/400729.jpg

Slide
Apple
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg

Slide
Doggy Day Care
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG

Slide
NYU Campus
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG

Slide
Downtown Vegas - Fremont
East
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg

Slide
East
http://www.lucyvegas.com/sites/default/files/griffin5.jpg

Slide
East

Slide
East
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg

Slide
What’s Next?
Clothing
Customer Service
Company Culture

Slide
What’s Next?
Clothing
Customer Service
Company Culture
Community

Slide
DOWNTOWN PROJECT -
$350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Real Estate

Slide
DOWNTOWN PROJECT GOALS

Slide
Live/Work/Play – Walking
Distance

Slide
Distance
The Most Community-Focused
Large City in the World

Slide
Distance
The Most Community-Focused
Large City in the World
The Co-Learning and Co-working
Capital of the World

Slide
ROI vs. ROC
Instead of maximizing short-term
ROI (Return On Investment)…

Slide
ROI vs. ROC
We focus on maximizing long-
term ROC

Slide
ROI vs. ROC
term ROC (Return On
Community)

Slide
ROI vs. ROC and ROL
term ROC (Return On
Community)
and institutionalizing ROL

Slide
ROI vs. ROC and ROL
term ROC (Return On
Community)
and institutionalizing ROL
(Return On Luck) – Accelerating
Serendipity

Slide
THE BIG BET
Accelerating
Collisions, Community, and Co-
Learning

Slide
THE BIG BET
Accelerating
Collisions, Community, and Co-
Learning
…will lead to…
Happiness, Luckiness,
Innovation, and Productivity

Slide
$50M – Small Businesses

Slide
 Criteria

Slide
 Criteria
Owner Operated - Passionate

Slide
 Criteria
Helps Build Community

Slide
 Criteria
Execution Ability

Slide
 Criteria
Sustainable

Slide
 Criteria
Sustainable
Unique or First or Best at Something

Slide
 Criteria
Sustainable
Unique or First or Best at Something
Story-worthy

Slide
Natalie

Slide
Check Cashing
http://www.vegaschatter.com/files/100501/checks_cashed..jpg

Slide
Check Cashing

Slide
Sarah

Slide
Shipping Containers
http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpg

Slide
Shipping Container Park

Slide
Bike Sharing

Slide
$50M – Tech Startups
http://img-s.foursquare.com/pix/
EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg

Slide
$50M – Tech Startups
http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576

Slide
The City as a Startup
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png

Slide
$50M – Startups
http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg

Slide
$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg

Slide
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg

Slide
http://mikerossart.net/images/mikeross_enter.jpg

Slide
$200M – Real Estate
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg

Slide
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

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

Slide
HOW TO ACCELERATE
LEARNING & INNOVATION
Maximize serendipitous
interactions
Density in the office
Density in the city
Collisions vs. convenience

Slide
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

Slide
LEARNING FROM ZAPPOS &
COWORKING…
Culture is to a Company

Slide
COWORKING…
as
Community is to a City

Slide
COWORKING…
as
Community is to a City
Values
Innovation
Serendipity
Participation
Upward Mobility
Attracting Startups and the Creative

Slide
Our Secret Weapon
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg

Slide
LEARNING FROM TED, SUMMIT
SERIES, SXSW, BIF…
Curated Content
Serendipity
Learning
Connections
Community

Slide
Downtown Vegas Every Day
Curated Content
Serendipity
Learning
Connections
Community

Slide
Fremont St. & Las Vegas Blvd.

Slide
Downtown Vegas Monthly
Cadence

Slide
Cadence
Week 1 – First Friday Week

Slide
Cadence
Week 2 – Tech Week

Slide
Cadence
Week 3 – Fashion Week

Slide
Cadence
Week 3 – Fashion Week
Week 4 – Catalyst Week

Slide
Fashion Incubator – Stitch
Factory

Slide
Collisions, Community, Co-
Learning
What is the value of a resident that is
out and about in the community?

Slide
Learning
3-4 hours/day

Slide
Learning
3-4 hours/day
x 7 days/week

Slide
Learning
3-4 hours/day
x 7 days/week
x 40 weeks/year

Slide
Learning
3-4 hours/day
x 7 days/week
x 40 weeks/year
= 1000 “collisionable”
hours/year

Slide
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

Slide
Learning
What is the value of a purposeful
visitor that contributes to
community?

Slide
Learning
community?
12 hours/day

Slide
Learning
community?
12 hours/day
x 7 days/week

Slide
Learning
community?
12 hours/day
x 7 days/week
x 12 weeks/year

Slide
Learning
community?
12 hours/day
x 7 days/week
x 12 weeks/year
= 1000 “collisionable”

Slide
Learning
“Subscribe” to
Downtown Vegas

Slide
Learning
1. 100 residents per acre
2. Street-level activity for residents
to collide
3. Culture of openness,
collaboration, creativity, and
optimism

Slide
Learning
1. 100 residents per acre

Slide
Learning
1. 100,000

Slide
Learning
1. 100,000 “collisionable”

Slide
Learning
community

Slide
Learning
community hours

Slide
Learning
community hours per

Slide
Learning
community hours per acre

Slide
Learning
community hours per acre per

Slide
Learning
year

Slide
Learning
year
2.3 collisionable
hours
per square foot

Slide
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

Slide
“Downtown Vegas
Will Make You Smarter”
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg

Slide
ZAPPOS, DELIVERING
HAPPINESS, DOWNTOWN

% of Humans Live in Cities

% Will Live In Cities in
Our Lifetime

Slide
The 4-Minute Mile

Slide
The 4-Minute Mile
http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG

Slide
www.DowntownProject.com
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg

Zappos "Delivering Happiness"

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Andere mochten auch

Andere mochten auch (20)

Ähnlich wie Zappos "Delivering Happiness"

Ähnlich wie Zappos "Delivering Happiness" (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Zappos "Delivering Happiness"