1. ZAPPOS.COM
DELIVERING
HAPPINESS
DOWNTOWN PROJECT

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

3. THE #1 PRIORITY

4. THE #1 PRIORITY

5. CULTURE
THE #1 PRIORITY

6. CLOTHING, CUSTOMER SERVICE,
CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING

7. CLOTHING

8. CUSTOMER
SERVICE

9. CULTURE

10. CLOTHING, CUSTOMER SERVICE,
CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING

11. DELIVERING HAPPINESS
CUSTOMERS & 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

12. Clothing
Customer Service
Company Culture
“a great brand is… ______”
WHAT’S NEXT
DELIVERING HAPPINESS

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

14. LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg

15. LAS VEGAS CITY HALL

16. LAS VEGAS CITY HALL

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

18. NIKE
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg

19. GOOGLE
http://static.panoramio.com/photos/original/400729.jpg

20. DOGGY DAY CARE
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG

21. NYU CAMPUS
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG

22. http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
DOWNTOWN VEGAS
FREMONT EAST

23. DOWNTOWN VEGAS
FREMONT EAST
http://www.lucyvegas.com/sites/default/files/griffin5.jpg

24. DOWNTOWN VEGAS
FREMONT EAST

25. http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
DOWNTOWN VEGAS
FREMONT EAST

26. DELIVERING HAPPINESS
WHAT’S NEXT?
Clothing
Customer Service
Company Culture

27. DELIVERING HAPPINESS
WHAT’S NEXT?
Clothing
Customer Service
Company Culture
Community

28. DOWNTOWN PROJECT
COLLISIONS
CO-LEARNING
CONNECTEDNESS

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

30. DOWNTOWN PROJECT
GOALS

31. DOWNTOWN PROJECT
GOALS
• Live/Work/Play – Walking Distance

32. DOWNTOWN PROJECT
GOALS
• Live/Work/Play – Walking Distance
• The Most Community-Focused
Large City in the World

33. 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

34. DOWNTOWN PROJECT
REFRAMING “COMMUNITY”

35. DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS

36. DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING

37. DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS

38. DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
• DENSITY

39. DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
• DENSITY
• DIVERSITY

40. Accelerating
Collisions, Co-Learning, and Connectedness
THE BIG BET

41. Accelerating
Collisions, Co-Learning, and Connectedness
…will lead to…
Happiness, Luckiness, Innovation, and
Productivity
THE BIG BET

42. ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…

43. ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC

44. ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)

45. ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community & Return on
Collisions)

46. ROC & ROL
ROI
VS
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

47. 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)
ROI
VS

48. 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
ROI
VS

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

50. $50M SMALL BUSINESS

51. $50M SMALL BUSINESS
Criteria

52. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate

53. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions

54. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability

55. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable

56. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something

57. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something
Story-worthy

58. NATALIE

59. NATALIE

60. NATALIE

61. NATALIE

62. NATALIE

63. NATALIE

64. SHIPPING CONTAINERS

65. CONTAINER PARK

66. CONTAINER PARK

67. CONTAINER PARK

68. CONTAINER PARK

69. LVCK

70. LVCK

71. LVCK

72. SHIPPING CONTAINERS

73. $50M TECH STARTUPS

74. $50M TECH STARTUPS
https://twitter.com/VegasKramer/status/330833896574951424/photo/1

75. $50M TECH STARTUPS

76. http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png

77. CITY AS A STARTUP
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png

78. $50M EDUCATION, ARTS,
CULTURE
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png

79. $50M EDUCATION, ARTS,
CULTURE
http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b

80. $50M EDUCATION, ARTS,
CULTURE

81. $50M EDUCATION, ARTS,
CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg

82. $50M EDUCATION, ARTS,
CULTURE
http://mikerossart.net/images/mikeross_enter.jpg

83. $50M EDUCATION, ARTS,
CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg

84. Photo Credit: Daniel Park

85. Photo Credit: Daniel Park

86. LIFE IS BEAUTIFUL

87. LIFE IS BEAUTIFUL

88. LIFE IS BEAUTIFUL

89. LIFE IS BEAUTIFUL

90. LIFE IS BEAUTIFUL

91. $200M REAL ESTATE

92. 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

93. 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

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

95. LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg

96. DIVERSITY + DENSITY
1. Zappos employees
2. Tech Startup Community
3. Small Business Community
4. Fashion Community
5. Art and Music Communities
6. Other Passion Communities
7. Local Residents

97. What is the value of a resident that is out
and about in the neighborhood?
RETURN ON COLLISIONS
ROC

98. What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
RETURN ON COLLISIONS
ROC

99. What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
x 7 days/week
RETURN ON COLLISIONS
ROC

100. What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
x 7 days/week
x 40 weeks/year
RETURN ON COLLISIONS
ROC

101. What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
x 7 days/week
x 40 weeks/year
= 1000 “collisionable” hours/year
RETURN ON COLLISIONS
ROC

102. JAKE – FLINT & TINDER
http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-
b.jpg

103. JAKE – FLINT & TINDER

104. FASHION INCUBATOR
STITCH FACTORY

105. FASHION INCUBATOR
STITCH FACTORY

106. What is the value of a purposeful visitor that
contributes to community?
RETURN ON COLLISIONS
ROC

107. What is the value of a purposeful visitor that
contributes to community?
12 hours/day
RETURN ON COLLISIONS
ROC

108. What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
RETURN ON COLLISIONS
ROC

109. What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
x 12 weeks/year
RETURN ON COLLISIONS
ROC

110. 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
RETURN ON COLLISIONS
ROC

111. RETURN ON COLLISIONS
ROC
“SUBSCRIBE
”
TO DTLV

112. 1. 100 residents per acre
2. Street-level activity for residents to
collide
3. Culture of openness, collaboration,
creativity, and optimism
RETURN ON COLLISIONS
ROC

113. 1. 100 residents per acre
2. Street-level activity for residents to
collide
3. Culture of openness, collaboration,
creativity, and optimism
RETURN ON COLLISIONS
ROC

114. 100,000
RETURN ON COLLISIONS
ROC

115. 100,000 “collisionable”
RETURN ON COLLISIONS
ROC

116. 100,000 “collisionable” community
RETURN ON COLLISIONS
ROC

117. 100,000 “collisionable” community hours
RETURN ON COLLISIONS
ROC

118. 100,000 “collisionable” community hours
per
RETURN ON COLLISIONS
ROC

119. 100,000 “collisionable” community hours
per acre
RETURN ON COLLISIONS
ROC

120. 100,000 “collisionable” community hours
per acre per
RETURN ON COLLISIONS
ROC

121. 100,000 “collisionable” community hours
per acre per year
RETURN ON COLLISIONS
ROC

122. 100,000 “collisionable” community hours
per acre per year
RETURN ON COLLISIONS
ROC
2.3 COLLISIONABLE
HOURS
PER SQUARE FOOT
PER YEAR

123. 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?
THE BIG BET
3 GUIDING PRINCIPLES

125. ZAPPOS, DELIVERING HAPPINESS,
DOWNTOWN PROJECT

126. https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078

127. 50% OF HUMANS LIVE IN
CITIES
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078

128. 75% WILL LIVE IN CITIES IN
OUR LIFETIME
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078

129. THE 4 MINUTE MILE

130. THE 4 MINUTE MILE

131. MORE INFO
For a copy of this presentation:
tony@zappos.com
For more information:
www.downtownproject.com

132. A GREAT
BRAND
is a story that never
stops unfolding.

133. is a story that never
stops unfolding.
A GREAT
BRAND
COMPANY

134. A GREAT
BRAND
COMPANY
CITY
is a story that never
stops unfolding.

135. A GREAT
BRAND
COMPANY
CITY
COMMUNITY
is a story that never
stops unfolding.

136. MORE INFO
For a copy of this presentation:
tony@zappos.com
For more information:
www.downtownproject.com