EMEA AWS - Tony Hsieh - 2/16/17
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EMEA AWS - Tony Hsieh - 2/16/17
- 2. The Power of WOW ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200
- 6. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
- 7. CLOTHING
- 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
- 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
- 26. DELIVERING HAPPINESS WHAT’S NEXT? Clothing Customer Service Company Culture
- 27. DELIVERING HAPPINESS WHAT’S NEXT? Clothing Customer Service Company Culture Community
- 29. DOWNTOWN PROJECT $350M $50M – Small businesses $50M – Tech Startups $50M – Education, Arts, Culture $200M – Real Estate
- 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
- 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
- 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
- 65. CONTAINER PARK
- 66. CONTAINER PARK
- 67. CONTAINER PARK
- 68. CONTAINER PARK
- 69. LVCK
- 70. LVCK
- 71. LVCK
- 77. CITY AS A STARTUP http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
- 84. Photo Credit: Daniel Park
- 85. Photo Credit: Daniel Park
- 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
- 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
- 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