Upload
delivering-happiness
View
98
Download
0
Tags:
Embed Size (px)
Citation preview
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
Clothing
Customer Service
Company Culture
“a great brand is… ______”
WHAT’S NEXTDELIVERING HAPPINESS
ZAPPOS.COM
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
DOWNTOWN VEGASFREMONT EAST
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
DOWNTOWN VEGASFREMONT EAST
DOWNTOWN PROJECT
$350M
$50M – Small businesses
$50M – Tech Startups
$50M – Education, Arts, Culture
$200M – Real Estate
DOWNTOWN PROJECT
GOALS
• Live/Work/Play – Walking
Distance
• The Most Community-Focused
Large City in the World
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
DOWNTOWN PROJECT
REFRAMING “COMMUNITY”
• COLLISIONS
• CO-LEARNING
• CONNECTEDNESS
• DENSITY
• DIVERSITY
AcceleratingCollisions, Co-Learning, and
Connectedness
…will lead to…
Happiness, Luckiness, Innovation, and Productivity
THE BIG BET
ROC
ROIVS
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC
ROC
ROIVS
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)
ROC
ROIVS
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community & Return on Collisions)
ROC & ROL
ROIVS
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
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)
ROIVS
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
ROIVS
DOWNTOWN PROJECT
$350M
$50M – Small businesses
$50M – Tech Startups
$50M – Education, Arts, Culture
$200M – Real Estate
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution Ability
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainable
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainableUnique or First or Best at Something
$50M SMALL BUSINESS
CriteriaOwner Operated - PassionateHelps Promote Community & CollisionsExecution AbilitySustainableUnique or First or Best at SomethingStory-worthy
$50M EDUCATION, ARTS, CULTURE
http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b
$50M EDUCATION, ARTS, CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
$50M EDUCATION, ARTS, CULTURE
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
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
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
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenience
HOW TO ACCELERATE LEARNING & INNOVATION
DIVERSITY + DENSITY
1. Zappos employees2. Tech Startup Community3. Small Business Community4. Fashion Community5. Art and Music Communities6. Other Passion Communities7. Local Residents
What is the value of a resident that is out and about in the neighborhood?
3-4 hours/day
RETURN ON COLLISIONSROC
What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
RETURN ON COLLISIONSROC
What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
x 40 weeks/year
RETURN ON COLLISIONSROC
What is the value of a resident that is out and about in the neighborhood?
3-4 hours/dayx 7 days/week
x 40 weeks/year= 1000 “collisionable” hours/year
RETURN ON COLLISIONSROC
JAKE – FLINT & TINDER
http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-b.jpg
What is the value of a purposeful visitor that contributes to community?
12 hours/day
RETURN ON COLLISIONSROC
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
RETURN ON COLLISIONSROC
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year
RETURN ON COLLISIONSROC
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year= 1000 “collisionable” hours/year
RETURN ON COLLISIONSROC
1. 100 residents per acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
RETURN ON COLLISIONSROC
1. 100 residents per acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
RETURN ON COLLISIONSROC
100,000 “collisionable” community hours per acre per year
RETURN ON COLLISIONSROC
2.3 COLLISIONABLE HOURS
PER SQUARE FOOTPER YEAR
Accelerate:1. Collisions2. Co-Learning3. Connectedness
And everything else will fall into place…
(productivity, innovation, growth, happiness)
What will people say about downtown?
THE BIG BET
3 GUIDING PRINCIPLES
50% OF HUMANS LIVE IN CITIES
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
75% WILL LIVE IN CITIES IN OUR LIFETIME
https://www.facebook.com/photo.php?fbid=533076913404671&set=a.429177383794625.90218.427192853993078
MORE INFO
For a copy of this presentation:[email protected]
For more information:www.downtownproject.com
MORE INFO
For a copy of this presentation:[email protected]
For more information:www.downtownproject.com