&

A little about me at Zappos…

2

R&D

Community and Events

Culture

A little about me at DTP…

3

Kids and Family

Random Other Things

Community

A service company that just happens to sell shoes, clothing,

handbags, accessories, housewares…

2009 #23 2010 #15

2011 #6

TOP 100 BEST COMPANIES TO WORK FOR

Headquarters: Henderson, NVFulfillment: Shepherdsville, KY1500+ employees

1,000+ brands200,000+ styles6 million items

in warehouse100% 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 sites9

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 Service2. Embrace and Drive Change

3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded

5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication

7. Build a Positive Team and Family Spirit8. Do More with Less

9. Be Passionate and Determined10. 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

ClothingCustomer ServiceCultureC

But What’s Next?

C 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 employees2. 1000 Teach For America corp members

and alumni3. Tech Startup Community4. Small Business Community5. Art and Music Communities6. Other Passion Communities7. Local Residents

LEARNING FROM ZAPPOS & COWORKING…

Culture is to a Company

LEARNING FROM ZAPPOS & COWORKING…

Culture is to a Companyas

Community is to a City

LEARNING FROM ZAPPOS & COWORKING…

Culture is to a Companyas

Community is to a CityValues

InnovationSerendipity

ParticipationUpward 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 ContentSerendipity

LearningConnectionsCommunity

Downtown Vegas Mini-Residency

Curated ContentSerendipity

LearningConnectionsCommunity

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 WeekWeek 2 – Tech Week

Downtown Vegas Monthly Cadence

Week 1 – First Friday WeekWeek 2 – Tech Week

Week 3 – Fashion Week

Downtown Vegas Monthly Cadence

Week 1 – First Friday WeekWeek 2 – Tech Week

Week 3 – Fashion WeekWeek 4 –

Downtown Vegas Monthly Cadence

Week 1 – First Friday WeekWeek 2 – Tech Week

Week 3 – Fashion WeekWeek 4 – Week 4 Week

OUR BIG BET… 3 Guiding Principles

Accelerate:1. Serendipity/Collisions2. Community/Culture3. 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