Necker Gathering 2016 - Zappos - DTP - Delivering Happiness
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The document summarizes Zappos' efforts to revitalize downtown Las Vegas through its Downtown Project initiative. It discusses Zappos' focus on culture and customer experience in its business and how it is applying similar principles of collisions, co-learning and connectedness to create a vibrant downtown community through $350 million in investments in small businesses, startups, education and arts. The goal is to make downtown Las Vegas the most community-focused large city through density, diversity and street-level activity to accelerate collisions and innovation.
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Necker Gathering 2016 - Zappos - DTP - Delivering Happiness
- 2. The Power of WOW ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$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 HAPPINESSCUSTOMERS & 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 NEXTDELIVERING 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
- 27. DELIVERING HAPPINESSWHAT’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
- 73. MEDICAL CLINIC
- 78. CITY AS A STARTUP http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
- 85. Photo Credit: Daniel Park
- 86. Photo Credit: Daniel Park
- 93. 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
- 94. 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
- 95. Maximize serendipitous interactions Density in the office Density in the city Collisions vs. convenience HOW TO ACCELERATE LEARNING & INNOVATION
- 96. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
- 97. 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
- 98. What is the value of a resident that is out and about in the neighborhood? RETURN ON COLLISIONSROC
- 99. What is the value of a resident that is out and about in the neighborhood? 3-4 hours/day RETURN ON COLLISIONSROC
- 100. 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 COLLISIONSROC
- 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 RETURN ON COLLISIONSROC
- 102. 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 COLLISIONSROC
- 103. JAKE – FLINT & TINDER http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It- b.jpg
- 104. JAKE – FLINT & TINDER
- 107. What is the value of a purposeful visitor that contributes to community? RETURN ON COLLISIONSROC
- 108. What is the value of a purposeful visitor that contributes to community? 12 hours/day RETURN ON COLLISIONSROC
- 109. What is the value of a purposeful visitor that contributes to community? 12 hours/day x 7 days/week RETURN ON COLLISIONSROC
- 110. 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 COLLISIONSROC
- 111. 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 COLLISIONSROC
- 113. 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism RETURN ON COLLISIONSROC
- 114. 1. 100 residents per acre 2. Street-level activity for residents to collide 3. Culture of openness, collaboration, creativity, and optimism RETURN ON COLLISIONSROC
- 117. 100,000 “collisionable” community RETURN ON COLLISIONSROC
- 118. 100,000 “collisionable” community hours RETURN ON COLLISIONSROC
- 119. 100,000 “collisionable” community hours per RETURN ON COLLISIONSROC
- 120. 100,000 “collisionable” community hours per acre RETURN ON COLLISIONSROC
- 121. 100,000 “collisionable” community hours per acre per RETURN ON COLLISIONSROC
- 122. 100,000 “collisionable” community hours per acre per year RETURN ON COLLISIONSROC
- 123. 100,000 “collisionable” community hours per acre per year RETURN ON COLLISIONSROC 2.3 COLLISIONABLE HOURS PER SQUARE FOOT
- 124. 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
- 127. https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
- 128. 50% OF HUMANS LIVE IN CITIES https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
- 129. 75% WILL LIVE IN CITIES IN OUR LIFETIME https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
- 130. THE 4 MINUTE MILE
- 131. THE 4 MINUTE MILE
- 132. MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com
- 133. A GREAT BRAND is a story that never stops unfolding.
- 134. is a story that never stops unfolding. A GREAT BRAND COMPANY
- 135. A GREAT BRAND COMPANY CITY is a story that never stops unfolding.
- 136. A GREAT BRAND COMPANY CITY COMMUNITY is a story that never stops unfolding.
- 137. MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.downtownproject.com