PPAI 2014 - Tony Hsieh - Downtown Project - Zappos_1.15.14
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PPAI 2014 - Tony Hsieh - Downtown Project - Zappos_1.15.14
- 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?
- 11. THE #1 PRIORITY
- 12. THE #1 PRIORITY
- 14. CULTURE THE #1 PRIORITY Hiring for culture 4 weeks of training $4000 offer Culture Book
- 15. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
- 16. CLOTHING
- 17. CUSTOMER SERVICE
- 18. CULTURE
- 19. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
- 20. 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
- 21. BUILDING GREAT
- 22. INGREDIENT #1
- 23. CULTURE COMMITABLE CORE VALUES Don‟t make your core values just a meaningless plaque on the wall…
- 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…
- 26. “That‟s great…
- 27. “That‟s great… but it would never work at my company…”
- 28. ALIGNMENT It doesn‟t matter what your core values are…as long as you commit to them.
- 29. INGREDIENT #2
- 30. VISION “Whatever you‟re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
- 31. Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
- 32. Don‟t chase the paper, chase the dream.”
- 33. ENTREPRENEURS “What would you be passionate about doing for 10 years even if you never made a dime?”
- 34. EMPLOYEES What‟s the larger vision and greater purpose in their work beyond money or profits?
- 35. MOTIVATION
- 36. MOTIVATION VS
- 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.
- 42. WHAT‟S NEXT DELIVERING HAPPINESS Clothing Customer Service Company Culture “a great brand is… ______”
- 44. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
- 45. LAS VEGAS CITY HALL
- 46. LAS VEGAS CITY HALL
- 57. DELIVERING HAPPINESS WHAT‟S NEXT? Clothing Customer Service Company Culture Community
- 59. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
- 61. DOWNTOWN PROJECT GOALS • Live/Work/Play – Walking Distance
- 62. DOWNTOWN PROJECT GOALS • Live/Work/Play – Walking Distance • The Most Community-Focused Large City in the World
- 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
- 64. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)…
- 65. ROI VS ROC Instead of maximizing short-term ROI (Return On Investment)… We focus on maximizing long-term ROC
- 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
- 69. THE BIG BET Accelerating Collisions, Co-Learning, and Connectedness
- 70. THE BIG BET Accelerating Collisions, Co-Learning, and Connectedness …will lead to… Happiness, Luckiness, Innovation, and Productivity
- 71. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
- 74. $50M SMALL BUSINESS Criteria Owner Operated - Passionate
- 75. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Build Community
- 76. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Build Community Execution Ability
- 77. $50M SMALL BUSINESS Criteria Owner Operated - Passionate Helps Build Community Execution Ability Sustainable
- 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
- 80. NATALIE
- 81. NATALIE
- 82. NATALIE
- 83. NATALIE
- 84. NATALIE
- 85. NATALIE
- 86. CHECK CASHING
- 87. CHECK CASHING
- 88. SARAH
- 89. SARAH
- 90. SARAH
- 93. CONTAINER PARK
- 94. CONTAINER PARK
- 95. CONTAINER PARK
- 96. CONTAINER PARK
- 97. LVCK
- 98. LVCK
- 99. LVCK
- 100. MEDICAL CLINIC
- 101. $50M TECH STARTUPS
- 103. $50M TECH STARTUPS
- 104. PROJECT 100
- 105. PROJECT 100
- 108. LEARNING VILLAGE
- 109. LEARNING VILLAGE
- 111. GOLD SPIKE (FORMER CASINO) http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7VVqSMlA#vPAm4TwFWc3kw_lM9NJzfQ
- 112. GOLD SPIKE (FORMER CASINO) http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7VVqSMlA#uSzsFfdBhPok_sfEpJk-7Q
- 117. CITY AS A STARTUP http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
- 118. CITY AS A STARTUP http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
- 119. CITY AS A STARTUP
- 127. LIFE IS BEAUTIFUL
- 128. LIFE IS BEAUTIFUL
- 129. LIFE IS BEAUTIFUL
- 130. LIFE IS BEAUTIFUL
- 131. LIFE IS BEAUTIFUL
- 132. $200M REAL ESTATE
- 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
- 139. CULTURE IS TO A COMPANY AS COMMUNITY IS TO A CITY
- 140. CULTURE IS TO A AS COMPANY COMMUNITY IS TO A CITY Values Innovation Serendipity Participation Upward Mobility Attracting Startups & the Creative Class
- 142. LEARNINGS FROM TED, SUMMIT SERIES, SXSW, BIF… Curated Content Serendipity Learning Connections Community
- 143. DOWNTOWN VEGAS EVERY DAY Curated Content Serendipity Learning Connections Community
- 144. Fremont St. & Las Vegas Blvd.
- 145. Fremont St. & Las Vegas Blvd.
- 146. INSPIRE THEATER
- 147. INSPIRE THEATER
- 148. INSPIRE THEATER
- 149. INSPIRE THEATER
- 150. INSPIRE THEATER
- 151. INSPIRE THEATER
- 152. INSPIRE THEATER
- 153. INSPIRE THEATER
- 155. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week
- 156. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week
- 157. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week
- 158. DOWNTOWN VEGAS MONTHLY CADENCE Week 1 – First Friday Week Week 2 – Tech Week Week 3 – Fashion Week Week 4 – Catalyst Week
- 161. RETURN ON COLLISIONS ROC What is the value of a resident that is out and about in the community?
- 162. RETURN ON COLLISIONS ROC What is the value of a resident that is out and about in the community? 3-4 hours/day
- 163. 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
- 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
- 166. JAKE – FLINT & TINDER http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-Itb.jpg
- 167. JAKE – FLINT & TINDER
- 168. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community?
- 169. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community? 12 hours/day
- 170. RETURN ON COLLISIONS ROC What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week
- 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
- 178. RETURN ON COLLISIONS ROC 100,000 “collisionable” community
- 179. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours
- 180. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per
- 181. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre
- 182. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per
- 183. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per year
- 184. RETURN ON COLLISIONS ROC 100,000 “collisionable” community hours per acre per year 2.3 COLLISIONABLE HOURS PER SQUARE FOOT
- 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?
- 188. 50% OF HUMANS LIVE IN CITIES https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
- 189. 75% WILL LIVE IN CITIES IN OUR LIFETIME https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
- 190. THE 4 MINUTE MILE
- 191. THE 4 MINUTE MILE
- 192. A GREAT BRAND is a story that never stops unfolding.
- 193. A GREAT BRAND, COMPANY is a story that never stops unfolding.
- 194. A GREAT BRAND, COMPANY, CITY is a story that never stops unfolding.
- 195. A GREAT BRAND, COMPANY, CITY, COMMUNITY is a story that never stops unfolding.
- 196. THANK YOU! For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com