1. &

2. A little about me at Zappos…
Culture R&D
Community
and Events
2

3. A little about me at DTP…
Kids and
Community
Family
Random Other
Things
3

4. A service company that just happens to
sell shoes, clothing, handbags,
accessories, housewares…

5. TOP 100 BEST 2009 #23
COMPANIES TO 2010 #15
WORK FOR 2011 #6

6. Headquarters: Henderson, NV
Fulfillment: Shepherdsville, KY
1500+ employees

7. 1,000+ brands
200,000+ styles
6 million items
in warehouse
100% inventoried

8. Customer Service:
What customers see first
24/7 1-800 number on every page
Free shipping
Free return shipping
365-day return policy
8

9. Customer Service:
What customers experience
Fast, accurate fulfillment
Surprise Upgrades
Occasionally direct to competitors’ web sites
9

10. Customer Service:
What we do internally
No call times/sales goals
Culture Reviews
4 weeks of training
10

11. Customer Service:
What we do internally
Pay to Quit
Culture Book
Interviews Based on Culture
11

12. CORE VALUES
AT ZAPPOS
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
We hire, fire, review, and build our business off of these values.

13. Our #1 Priority
Culture

14. WHAT CULTURE CAN DO FOR A COMPANY
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING

15. Clothing
Customer Service
Culture

16. But What’s Next?

17. Community

18. Las Vegas City Hall

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

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

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

22. Doggy Day Care
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG

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

24. What if?

25. Las Vegas City Hall

27. It was already happening…

28. Downtown Vegas - Fremont East
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg

29. Downtown Vegas - Fremont East
http://www.lucyvegas.com/sites/default/files/griffin5.jpg

30. Downtown Vegas - Fremont East
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg

32. DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Residential & Real Estate

33. DOWNTOWN PROJECT GOALS

34. DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance

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

36. DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large City
in the World
The Co-working and Co-Learning Capital
of the World

37. ROI
Instead of maximizing short-term ROI
(Return On Investment)…

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

39. ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)
and institutionalizing ROL

40. ROI vs. ROC
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)
and institutionalizing ROL
(Return on Luck) - Accelerating Serendipity

41. THE BIG BET
Accelerating
Collisions, Community, and Co-Learning

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

43. WHY DO THIS?

44. WHY DO THIS?
We live here

45. WHY DO THIS?
We live here
Zappos – ultimately help us attract and retain
more employees

46. WHY DO THIS?
We live here
Zappos – ultimately help us attract and retain
more employees
City – Help revitalize downtown

47. WHY DO THIS?
We live here
Zappos – ultimately help us attract and retain
more employees
City – Help revitalize downtown
World – Help inspire other cities

48. DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Residential & Real Estate

49. $50M – Small Businesses

50. $50M – Small Businesses
• Criteria

51. $50M – Small Businesses
• Criteria
– Owner Operated - Passionate

52. $50M – Small Businesses
• Criteria
– Owner Operated - Passionate
– Helps Build Community

53. $50M – Small Businesses
• Criteria
– Owner Operated - Passionate
– Helps Build Community
– Execution Ability

54. $50M – Small Businesses
• Criteria
– Owner Operated - Passionate
– Helps Build Community
– Execution Ability
– Sustainable

55. $50M – Small Businesses
• Criteria
– Owner Operated - Passionate
– Helps Build Community
– Execution Ability
– Sustainable
– Unique or First or Best at Something

56. $50M – Small Businesses
• Criteria
– Owner Operated - Passionate
– Helps Build Community
– Execution Ability
– Sustainable
– Unique or First or Best at Something
– Story-worthy

57. Natalie

58. Natalie

59. Natalie

60. Natalie

61. Natalie

62. Natalie

63. $50M – Tech Startups
http://img-s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg

64. $50M – Tech Startups
http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576

65. $50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg

66. $50M – Education, Arts, Culture
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg

67. $50M – Education, Arts, Culture
http://mikerossart.net/images/mikeross_enter.jpg

68. $200M – Residential & Real Estate
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg

69. WHEN CITIES DOUBLE IN SIZE…
Productivity and innovation per resident
increases by 15%
(But not true for companies)
Accelerate serendipity -> Accelerate learning ->
Accelerate productivity and innovation

70. 3 INGREDIENTS FOR SERENDIPITY
1. Residential density of at least 100
residents/acre
2. Street-level activity for residents to
collide
3. Culture of openness, collaboration,
creativity, and optimism

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

72. DIFFERENT GROUPS COLLIDING
1. 2000 Zappos employees
2. 1000 Teach For America corp members
and alumni
3. Tech Startup Community
4. Small Business Community
5. Art and Music Communities
6. Other Passion Communities
7. Local Residents

73. LEARNING FROM ZAPPOS &
COWORKING…
Culture is to a Company

74. LEARNING FROM ZAPPOS &
COWORKING…
Culture is to a Company
as
Community is to a City

75. LEARNING FROM ZAPPOS &
COWORKING…
Culture is to a Company
as
Community is to a City
Values
Innovation
Serendipity
Participation
Upward Mobility
Attracting Startups and the Creative Class

76. Our Secret Weapon
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg

77. LEARNING FROM TED, SUMMIT
SERIES, SXSW…
Curated Content
Serendipity
Learning
Connections
Community

78. Downtown Vegas Mini-Residency
Curated Content
Serendipity
Learning
Connections
Community

79. Fremont St. & Las Vegas Blvd.

80. Downtown Vegas Monthly Cadence

81. Downtown Vegas Monthly Cadence
Week 1 – First Friday Week

82. Downtown Vegas Monthly Cadence
Week 1 – First Friday Week
Week 2 – Tech Week

83. Downtown Vegas Monthly Cadence
Week 1 – First Friday Week
Week 2 – Tech Week
Week 3 – Fashion Week

84. Downtown Vegas Monthly Cadence
Week 1 – First Friday Week
Week 2 – Tech Week
Week 3 – Fashion Week
Week 4 –

85. Downtown Vegas Monthly Cadence
Week 1 – First Friday Week
Week 2 – Tech Week
Week 3 – Fashion Week
Week 4 – Week 4 Week

86. OUR BIG BET… 3 Guiding Principles
Accelerate:
1. Serendipity/Collisions
2. Community/Culture
3. Learning
And everything else will fall into place…
(productivity, innovation, growth, happiness)
What will people say about downtown?

87. “Downtown Will Make You Smarter”
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg

88. 50% of Humans Live in Cities
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg

89. 75% Will Live In Cities in
Our Lifetime
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg

90. Inspire Other Cities
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg

91. Downtown Vegas:
City of Possibilities
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg

92. TOUR ZAPPOS AND DOWNTOWN!
tours.zappos.com
www.downtownproject.com
Jamie@zappos.com