&

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

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

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

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

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

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

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

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

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

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

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.

Our #1 Priority
Culture

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

Clothing
Customer Service
Culture

But What’s Next?

Community

Las Vegas City Hall

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

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

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

What if?

Las Vegas City Hall

It was already happening…

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

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

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

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

DOWNTOWN PROJECT GOALS

DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance

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-working and Co-Learning Capital
of the World

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

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

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

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

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

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

WHY DO THIS?

WHY DO THIS?
We live here

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

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

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

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

$50M – Small Businesses

$50M – Small Businesses
• Criteria

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

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

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

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

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

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

Natalie

Natalie

Natalie

Natalie

Natalie

Natalie

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

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

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

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

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

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

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

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

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

LEARNING FROM ZAPPOS &
COWORKING…
Culture is to a Company

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

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

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

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

Downtown Vegas Mini-Residency
Curated Content
Serendipity
Learning
Connections
Community

Fremont St. & Las Vegas Blvd.

Downtown Vegas Monthly Cadence

Downtown Vegas Monthly Cadence
Week 1 – First Friday Week

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

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

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

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

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?

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

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

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

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

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

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