1. ZAPPOS.COM
DELIVERING
HAPPINESS
DOWNTOWN PROJECT

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
„01 „02 „06„03 „04 „05 „07„00 „08
GrossSales$MM
$1,000
800
600
400
200

10. THE #1 PRIORITY

11. THE #1 PRIORITY

12. CULTURE
THE #1 PRIORITY

13. CLOTHING, CUSTOMER SERVICE,
CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING

14. CLOTHING

15. CUSTOMER
SERVICE

16. CULTURE

17. CLOTHING, CUSTOMER SERVICE,
CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING

18. 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

19. BUILDING GREAT

20. INGREDIENT #1

21. Don‟t make your core values
just a meaningless plaque on the wall…
CULTURE
COMMITABLE CORE
VALUES

22. 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

23. “Be real and you have nothing to fear”
Don‟t try to be someone you are not
Parades at Zappos…
YOUR
CULTUREIS YOUR BRAND

24. “That‟s great…

25. “That‟s great…
but it would
never work at my
company…”

26. ALIGNMENT
It doesn‟t matter what your core values
are…as long as you commit to them.

27. INGREDIENT #2

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

29. Sean Combs aka “Puff
Daddy” to rapper Biggie
Smalls aka “Notorious B.I.G.”
in Notorious

30. Don‟t chase the paper,
chase the dream.”

31. ENTREPRENEURS
“What would you be
passionate about doing for 10
years even if you never made
a dime?”

32. EMPLOYEES
What‟s the larger vision and
greater purpose in their work
beyond money or profits?

33. MOTIVATION

34. MOTIVATION
VS

35. MOTIVATION
INSPIRATIO
VS

36. VISION &
CULTURE
PASSION &
PURPOSE
INSPIR
E

37. 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

38. Clothing
Customer Service
Company Culture
“a great brand is… ______”
WHAT‟S
NEXTDELIVERING HAPPINESS

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

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

41. LAS VEGAS CITY HALL

42. LAS VEGAS CITY HALL

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

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

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

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

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

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

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

50. DOWNTOWN VEGAS
FREMONT EAST

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

52. DELIVERING
HAPPINESSWHAT‟S NEXT?
Clothing
Customer Service
Company Culture

53. DELIVERING
HAPPINESSWHAT‟S NEXT?
Clothing
Customer Service
Company Culture
Community

54. DOWNTOWN PROJECT
COLLISIONS
CO-LEARNING
CONNECTEDNESS

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

56. DOWNTOWN PROJECT
GOALS

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

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

59. 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

60. DOWNTOWN PROJECT
REFRAMING “COMMUNITY”

61. DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS

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

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

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

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

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

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

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

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

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

71. 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)

72. 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

73. 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

74. 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

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

76. $50M SMALL BUSINESS

77. $50M SMALL BUSINESS
Criteria

78. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate

79. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions

80. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability

81. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable

82. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something

83. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something
Story-worthy

84. NATALIE

85. NATALIE

86. NATALIE

87. NATALIE

88. NATALIE

89. NATALIE

90. CHECK CASHING

91. CHECK CASHING

92. SARAH

93. SARAH

94. SARAH

95. SHIPPING CONTAINERS

96. CONTAINER PARK

97. CONTAINER PARK

98. CONTAINER PARK

99. CONTAINER PARK

100. LVCK

101. LVCK

102. LVCK

103. SHIPPING CONTAINERS

104. MEDICAL CLINIC

105. $50M TECH STARTUPS

106. $50M TECH STARTUPS
https://twitter.com/VegasKramer/status/330833896574951424/photo/1

107. $50M TECH STARTUPS

108. PROJECT 100

109. PROJECT 100

110. COWORKING
https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=523b8f7211d2d802c3ba1d40

111. COWORKING
https://foursquare.com/v/work-in-progress/4c77e2499f51a0935f6cb627/photos?openPhotoId=5196bb0f498eb4bdee4082f1

112. http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7-
VVqSMlA#vPAm4TwFWc3kw_lM9NJzfQ
GOLD SPIKE (FORMER CASINO)

113. http://www.yelp.com/biz_photos/gold-spike-hotel-and-casino-las-vegas?select=Zh7ycSGy8xycR7-
VVqSMlA#uSzsFfdBhPok_sfEpJk-7Q
GOLD SPIKE (FORMER CASINO)

114. GOLD SPIKE COWORKING
LOUNGE

115. https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=51f18e5d498eb74dd6fc3edf
GOLD SPIKE COWORKING
LOUNGE

116. https://foursquare.com/v/gold-spike/4bd1a8b65e0cce72c9cba184/photos?openPhotoId=52099aef11d226362f7930d9
GOLD SPIKE COWORKING
LOUNGE

117. GOLD SPIKE COWORKING
LOUNGE

118. LEARNING VILLAGE

119. LEARNING VILLAGE

120. LEARNING VILLAGE
https://foursquare.com/v/learning-village/51c4ebf5454a6e38af8a9e85/photos?openPhotoId=51e08991498efac3d12b7387

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

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

123. $50M EDUCATION, ARTS,
CULTURE
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png

124. $50M EDUCATION, ARTS,
CULTURE
http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b

125. $50M EDUCATION, ARTS,
CULTURE

126. $50M EDUCATION, ARTS,
CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg

127. $50M EDUCATION, ARTS,
CULTURE
http://mikerossart.net/images/mikeross_enter.jpg

128. $50M EDUCATION, ARTS,
CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg

129. LIFE IS BEAUTIFUL

130. LIFE IS BEAUTIFUL

131. LIFE IS BEAUTIFUL

132. LIFE IS BEAUTIFUL

133. LIFE IS BEAUTIFUL

134. $200M REAL ESTATE

135. 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

136. 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

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

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

139. 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

140. OUR SECRET WEAPON
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg

141. LEARNINGS FROM TED,
SUMMIT SERIES, SXSW,
BIF…
Curated Content
Serendipity
Learning
Connections
Community

142. DOWNTOWN VEGAS
EVERY DAY
Curated Content
Serendipity
Learning
Connections
Community

143. Fremont St. & Las Vegas
Blvd.

144. Fremont St. & Las Vegas
Blvd.

145. INSPIRE THEATER

146. INSPIRE THEATER

147. INSPIRE THEATER

148. INSPIRE THEATER

149. INSPIRE THEATER

150. INSPIRE THEATER

151. INSPIRE THEATER

152. INSPIRE THEATER

153. DOWNTOWN VEGAS
MONTHLY CADENCE

154. Week 1 – First Friday Week
DOWNTOWN VEGAS
MONTHLY CADENCE

155. Week 1 – First Friday Week
Week 2 – Tech Week
DOWNTOWN VEGAS
MONTHLY CADENCE

156. Week 1 – First Friday Week
Week 2 – Tech Week
Week 3 – Fashion Week
DOWNTOWN VEGAS
MONTHLY CADENCE

157. Week 1 – First Friday Week
Week 2 – Tech Week
Week 3 – Fashion Week
Week 4 – Catalyst Week
DOWNTOWN VEGAS
MONTHLY CADENCE

158. What is the value of a resident that is out
and about in the neighborhood?
RETURN ON
COLLISIONSROC

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

160. 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

161. 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

162. 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

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

164. JAKE – FLINT & TINDER

165. FASHION INCUBATOR
STITCH FACTORY

166. FASHION INCUBATOR
STITCH FACTORY

167. What is the value of a purposeful visitor that
contributes to community?
RETURN ON
COLLISIONSROC

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

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

170. 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

171. 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

172. RETURN ON
COLLISIONSROC
“SUBSCRIB
E”

173. 1. 100 residents per acre
2. Street-level activity for residents to
collide
3. Culture of openness, collaboration,
creativity, and optimism
RETURN ON
COLLISIONSROC

174. 1. 100 residents per acre
2. Street-level activity for residents to
collide
3. Culture of openness, collaboration,
creativity, and optimism
RETURN ON
COLLISIONSROC

175. 100,000
RETURN ON
COLLISIONSROC

176. 100,000 “collisionable”
RETURN ON
COLLISIONSROC

177. 100,000 “collisionable” community
RETURN ON
COLLISIONSROC

178. 100,000 “collisionable” community hours
RETURN ON
COLLISIONSROC

179. 100,000 “collisionable” community hours
per
RETURN ON
COLLISIONSROC

180. 100,000 “collisionable” community hours
per acre
RETURN ON
COLLISIONSROC

181. 100,000 “collisionable” community hours
per acre per
RETURN ON
COLLISIONSROC

182. 100,000 “collisionable” community hours
per acre per year
RETURN ON
COLLISIONSROC

183. 100,000 “collisionable” community hours
per acre per year
RETURN ON
COLLISIONSROC
2.3 COLLISIONABLE
HOURS
PER SQUARE FOOT

184. 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

186. ZAPPOS, DELIVERING
HAPPINESS, DOWNTOWN
PROJECT

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

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

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

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

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

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

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