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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
Accelerating
Collisions, 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
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something
$50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something
Story-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 employees
2. Tech Startup Community
3. Small Business Community
4. Fashion Community
5. Art and Music Communities
6. Other Passion Communities
7. Local Residents
What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
RETURN ON COLLISIONS
ROC
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
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
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
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 COLLISIONS
ROC
What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
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
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
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
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
RETURN ON COLLISIONS
ROC
100,000 “collisionable” community hours
per acre per year
RETURN ON COLLISIONS
ROC
2.3 COLLISIONABLE
HOURS
PER SQUARE FOOT
PER YEAR
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
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:
For more information:
www.downtownproject.com
MORE INFO
For a copy of this presentation:
For more information:
www.downtownproject.com