NPS Event - Zappos - DTP_2.3.2015

ZAPPOS.COM

DELIVERING HAPPINESS

DOWNTOWN PROJECT

The Power of WOW

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

Gro

ss S

ale

s $

MM

$1,000

800

600

400

200

THE #1 PRIORITY

THE #1 PRIORITY

CULTURETHE #1 PRIORITY

CLOTHING, CUSTOMER SERVICE,

CULTURE

CULTURE

CUSTOMER EXPERIENCE

CLOTHING

CLOTHING

CUSTOMERSERVICE

CULTURE

CLOTHING, CUSTOMER SERVICE,

CULTURE

CULTURE

CUSTOMER EXPERIENCE

CLOTHING

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

LAS VEGAS CITY HALL

http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg

LAS VEGAS CITY HALL

LAS VEGAS CITY HALL

APPLE

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

NIKE

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

GOOGLE

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

DOGGY DAY CARE

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

NYU CAMPUS

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

http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg

DOWNTOWN VEGASFREMONT EAST


http://www.lucyvegas.com/sites/default/files/griffin5.jpg


http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg


DELIVERING HAPPINESSWHAT’S NEXT?

Clothing

Customer Service

Company Culture

DELIVERING HAPPINESSWHAT’S NEXT?

Clothing

Customer Service

Company Culture

Community

DOWNTOWN PROJECT

COLLISIONS

CO-LEARNINGCONNECTEDNESS

DOWNTOWN PROJECT

$350M

$50M – Small businesses

$50M – Tech Startups

$50M – Education, Arts, Culture

$200M – Real Estate

DOWNTOWN PROJECT

GOALS

DOWNTOWN PROJECT

GOALS

• Live/Work/Play – Walking Distance

DOWNTOWN PROJECT

GOALS


• The Most Community-Focused

Large City in the World

DOWNTOWN PROJECT

GOALS


• The Most Community-Focused

Large City in the World

• The Co-Learning and Co-working

Capital of the World

DOWNTOWN PROJECT

REFRAMING “COMMUNITY”

DOWNTOWN PROJECT


• COLLISIONS

DOWNTOWN PROJECT


• COLLISIONS

• CO-LEARNING

DOWNTOWN PROJECT


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS

DOWNTOWN PROJECT


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS

• DENSITY

DOWNTOWN PROJECT


• COLLISIONS

• CO-LEARNING

• CONNECTEDNESS

• DENSITY

• DIVERSITY

Accelerating

Collisions, Co-Learning, and Connectedness

THE BIG BET

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)…

ROC

ROIVS



We focus on maximizing long-term ROC

ROC

ROIVS




(Return On Community)

ROC

ROIVS




(Return On Community & Return on

Collisions)

ROC & ROL

ROIVS





Collisions)

and institutionalizing ROL

ROC & ROL





Collisions)


(Return On Luck)

ROIVS

ROC & ROL





Collisions)


(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

$50M SMALL BUSINESS

Criteria

$50M SMALL BUSINESS

Criteria

Owner Operated - Passionate

$50M SMALL BUSINESS

Criteria


Helps Promote Community & Collisions

$50M SMALL BUSINESS

Criteria



Execution Ability

$50M SMALL BUSINESS

Criteria



Execution Ability

Sustainable

$50M SMALL BUSINESS

Criteria



Execution Ability

Sustainable

Unique or First or Best at Something

$50M SMALL BUSINESS

Criteria



Execution Ability

Sustainable

Unique or First or Best at Something

Story-worthy

NATALIE

NATALIE

NATALIE

NATALIE

NATALIE

NATALIE

SHIPPING CONTAINERS

CONTAINER PARK

CONTAINER PARK

CONTAINER PARK

CONTAINER PARK

LVCK

LVCK

LVCK

SHIPPING CONTAINERS

MEDICAL CLINIC

$50M TECH STARTUPS

$50M TECH STARTUPS

https://twitter.com/VegasKramer/status/330833896574951424/photo/1

$50M TECH STARTUPS

SHIFT / PROJECT 100

SHIFT / PROJECT 100

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

CITY AS A STARTUP


$50M EDUCATION, ARTS, CULTURE



http://photos.lasvegassun.com/media/img/photos/2013/08/27/0827NinthBridge13_t653.JPG?214bc4f9d9bd7c08c7d0f6599bb3328710e01e7b



http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg


http://mikerossart.net/images/mikeross_enter.jpg


http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg

LIFE IS BEAUTIFUL

LIFE IS BEAUTIFUL

LIFE IS BEAUTIFUL

LIFE IS BEAUTIFUL

LIFE IS BEAUTIFUL

$200M REAL ESTATE

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

LAS VEGAS CITY HALL

http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg

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?

RETURN ON COLLISIONS

ROC



3-4 hours/day


ROC



3-4 hours/day

x 7 days/week


ROC



3-4 hours/day

x 7 days/week

x 40 weeks/year


ROC



3-4 hours/day

x 7 days/week

x 40 weeks/year

= 1000 “collisionable” hours/year


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

JAKE – FLINT & TINDER

FASHION INCUBATORSTITCH FACTORY

FASHION INCUBATORSTITCH FACTORY

What is the value of a purposeful visitor that

contributes to community?


ROC



12 hours/day


ROC



12 hours/day

x 7 days/week


ROC



12 hours/day

x 7 days/week

x 12 weeks/year


ROC



12 hours/day

x 7 days/week

x 12 weeks/year

= 1000 “collisionable” hours/year


ROC


ROC

“SUBSCRIB

E” TO DTLV

1. 100 residents per acre

2. Street-level activity for residents to

collide




ROC

1. 100 residents per acre

2. Street-level activity for residents to

collide




ROC

100,000


ROC

100,000 “collisionable”


ROC

100,000 “collisionable” community


ROC

100,000 “collisionable” community hours


ROC


per


ROC


per acre


ROC


per acre per


ROC


per acre per year


ROC


per acre per year


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

ZAPPOS, DELIVERING

HAPPINESS, DOWNTOWN PROJECT

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

50% OF HUMANS LIVE IN

CITIES


75% WILL LIVE IN CITIES IN

OUR LIFETIME


THE 4 MINUTE MILE

THE 4 MINUTE MILE

MORE INFO

For a copy of this presentation:

[email protected]

For more information:

www.downtownproject.com

A GREAT

BRAND

is a story that never

stops unfolding.


stops unfolding.

A GREAT

BRANDCOMPANY

A GREAT

BRAND

COMPANYCITY


stops unfolding.

A GREAT

BRAND

COMPANY

CITYCOMMUNITY


stops unfolding.

MORE INFO

For a copy of this presentation:

[email protected]

For more information:

www.downtownproject.com