Date post: | 17-Oct-2014 |
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Business |
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Thursday, April 25, 13
ZAPPOS.COMDELIVERING HAPPINESS
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Thursday, April 25, 13
Downtown Project
Collisions Community Co-Learning
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A Little About Me (Tony)• 1994-1995: Pizza business in college
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A Little About Me (Tony)• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
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A Little About Me (Tony)• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
• 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
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A Little About Me (Tony)• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
• 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
• 1999-Today: Zappos.com, Inc.
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A Little About Me (Tony)• 1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
• 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
• 1999-Today: Zappos.com, Inc.
• 2009: Amazon acquires Zappos for $1.2 billion
• 2010: NYT bestseller Delivering Happiness published
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The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gros
s Sa
les
$MM
$1,000
800
600
400
200
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The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gros
s Sa
les
$MM
$1,000
800
600
400
200
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Customer ExperienceWhat do customers expect?
What do customers actually experience?
What emotions do customers feel?
What stories do they tell their friends?
How can culture create more stories and memories?
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the #1 priority
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the #1 priorityCULTURE
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the #1 priorityCULTURE
4 weeks of training
Culture book
$4000 offer
Hiring for culture
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CULTURE“Committable Core Values”
Don’t make your core values just a meaningless plaque on the wall…
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Example: Core Values
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Example: Core Values
1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With
Communication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
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Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
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Clothing
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Clothing
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Customer Service
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Customer Service
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Culture
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Culture
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Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
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Delivering Happiness(customers and employees)
“People will forget what you said.
People will forget what you did.
But people will never forget how you made them feel.”
-Maya AngelouThursday, April 25, 13
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Building Great
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CULTURE“Committable Core Values”
Don’t make your core values just a meaningless plaque on the wall…
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VISION
“Whatever you’re thinking, think bigger.”
Does the vision have meaning?
Chase the vision, not the money…
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“Don’t chase the paper, chase the
dream.”
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“Don’t chase the paper, chase the
dream.”
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“Don’t chase the paper, chase the
dream.”Sean Combs aka “Puff Daddy” to rapper
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“Don’t chase the paper, chase the
dream.”Sean Combs aka “Puff Daddy” to rapper
Biggie Smalls aka “Notorious B.I.G.”
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“Don’t chase the paper, chase the
dream.”Sean Combs aka “Puff Daddy” to rapper
Biggie Smalls aka “Notorious B.I.G.”in Notorious
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Evolving vision and brand at Zappos.com
1999 Selection
2003 Customer Service
2005 Culture and core values as our platform
2007 Personal Emotional Connection
2009 Delivering Happiness
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Delivering Happiness - What’s Next?
Clothing
Customer Service
Company Culture
“a great brand is… ______”
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Zappos.com
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
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Las Vegas City Hall
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
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Nike
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
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http://static.panoramio.com/photos/original/400729.jpg
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Apple
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
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Doggy Day Care
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
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NYU Campus
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
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Downtown Vegas - Fremont East
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
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Downtown Vegas - Fremont East
http://www.lucyvegas.com/sites/default/files/griffin5.jpg
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Downtown Vegas - Fremont East
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Downtown Vegas - Fremont East
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
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Delivering Happiness - What’s Next?
Clothing
Customer Service
Company Culture
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Delivering Happiness - What’s Next?
Clothing
Customer Service
Company Culture
Community
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DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Real Estate
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DOWNTOWN PROJECT GOALS
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DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
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DOWNTOWN PROJECT GOALS
Live/Work/Play – Walking Distance
The Most Community-Focused Large City in the World
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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
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC
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ROI vs. ROC
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)
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ROI vs. ROC and ROL
Instead of maximizing short-term ROI (Return On Investment)…
We focus on maximizing long-term ROC (Return On Community)and institutionalizing ROL
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ROI vs. ROC and ROL
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
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THE BIG BET
Accelerating Collisions, Community, and Co-
Learning
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THE BIG BET
Accelerating Collisions, Community, and Co-
Learning
…will lead to…
Happiness, Luckiness,Innovation, and Productivity
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DOWNTOWN PROJECT - $350M
$ 50M – Small businesses
$ 50M – Tech Startups
$ 50M – Education, Arts, Culture
$200M – Real Estate
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$50M – Small Businesses
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$50M – Small Businesses
Criteria
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$50M – Small Businesses
CriteriaOwner Operated - Passionate
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$50M – Small Businesses
CriteriaOwner Operated - PassionateHelps Build Community
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$50M – Small Businesses
CriteriaOwner Operated - PassionateHelps Build CommunityExecution Ability
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$50M – Small Businesses
CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainable
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$50M – Small Businesses
CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainableUnique or First or Best at Something
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$50M – Small Businesses
CriteriaOwner Operated - PassionateHelps Build CommunityExecution AbilitySustainableUnique or First or Best at SomethingStory-worthy
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Natalie
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Natalie
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Natalie
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Natalie
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Natalie
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Natalie
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Check Cashing
http://www.vegaschatter.com/files/100501/checks_cashed..jpg
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Check Cashing
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Sarah
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Sarah
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Sarah
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Shipping Containers
http://images03.olx.com/ui/8/84/18/1280992807_108377618_4-cargo-containers-40ft-20-ft-For-Sale.jpg
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Shipping Container Park
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Shipping Container Park
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Shipping Container Park
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Shipping Container Park
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Bike Sharing
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$50M – Tech Startups
http://img-s.foursquare.com/pix/EN1ZIL0JC5HTCZYD0PW41SWQYJHURTD204ZFZYBFGPM3F5JS.jpg
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$50M – Tech Startups
http://timenerdworld.files.wordpress.com/2011/12/romotivefinal.jpg?w=576
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The City as a Startup
http://bostinno.com/wp-content/uploads/2011/10/startup-sign.png
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$50M – Startups
http://www.shebytes.com/wp-content/uploads/2011/12/venture-for-america-12-12-11.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://blogs.middlebury.edu/internship/files/2011/01/teach4America1.jpg
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$50M – Education, Arts, Culture
http://www.vegasnews.com/wp-content/uploads/3_2_12_burn_vegas_kabik-131-9-588.jpg
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$50M – Education, Arts, Culture
http://mikerossart.net/images/mikeross_enter.jpg
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$200M – Real Estate
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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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
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3 INGREDIENTS FOR SERENDIPITY
1. Residential density of 100 residents/acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
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HOW TO ACCELERATE LEARNING & INNOVATION
Maximize serendipitous interactions
Density in the office
Density in the city
Collisions vs. convenienceThursday, April 25, 13
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Las Vegas City Hall
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
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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
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Company
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Companyas
Community is to a City
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LEARNING FROM ZAPPOS & COWORKING…
Culture is to a Companyas
Community is to a CityValues
InnovationSerendipity
ParticipationUpward Mobility
Attracting Startups and the Creative Thursday, April 25, 13
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Our Secret Weapon
http://static3.vipasuite.com/resources/dyn/images/459355w783h429s185b/_fn/ogden-3.jpg
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LEARNING FROM TED, SUMMIT SERIES, SXSW, BIF…
Curated ContentSerendipityLearning
ConnectionsCommunity
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Downtown Vegas Every Day
Curated ContentSerendipityLearning
ConnectionsCommunity
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Fremont St. & Las Vegas Blvd.
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Downtown Vegas Monthly Cadence
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Downtown Vegas Monthly Cadence
Week 1 – First Friday Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion Week
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Downtown Vegas Monthly Cadence
Week 1 – First Friday WeekWeek 2 – Tech Week
Week 3 – Fashion WeekWeek 4 – Catalyst Week
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Fashion Incubator – Stitch Factory
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Fashion Incubator – Stitch Factory
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/day
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
x 40 weeks/year
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Collisions, Community, Co-Learning
What is the value of a resident that is out and about in the community?
3-4 hours/dayx 7 days/week
x 40 weeks/year= 1000 “collisionable”
hours/yearThursday, April 25, 13
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Jake – Flint and Tinder
http://images.fastcompany.com/upload/inline-Made-In-The-USA-Flint-And-Tinder-Undies-And-You-Will-Love-It-b.jpg
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/day
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year
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Collisions, Community, Co-Learning
What is the value of a purposeful visitor that contributes to community?
12 hours/dayx 7 days/week
x 12 weeks/year= 1000 “collisionable”
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Collisions, Community, Co-Learning
“Subscribe” toDowntown Vegas
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Collisions, Community, Co-Learning
1. 100 residents per acre
2. Street-level activity for residents to collide
3. Culture of openness, collaboration, creativity, and optimism
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Collisions, Community, Co-Learning
1. 100 residents per acre
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Collisions, Community, Co-Learning
1. 100,000
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Collisions, Community, Co-Learning
1. 100,000 “collisionable”
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per acre
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per acre per
Thursday, April 25, 13
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per acre per year
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Collisions, Community, Co-Learning
1. 100,000 “collisionable” community hours per acre per year
2.3 collisionable hours
per square footThursday, April 25, 13
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OUR BIG BET… 3 Guiding Principles
Accelerate:1.Collisions2.Community3.Co-Learning
And everything else will fall into place…
(productivity, innovation, growth, happiness)
What will people say about Thursday, April 25, 13
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“Downtown VegasWill Make You Smarter”
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
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ZAPPOS, DELIVERING HAPPINESS, DOWNTOWN
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50% of Humans Live in Cities
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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75% Will Live In Cities in Our Lifetime
http://ecx.images-amazon.com/images/I/510Ph%2BqMw-L.jpg
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The 4-Minute Mile
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The 4-Minute Mile
http://en.wikipedia.org/wiki/File:Iffley_Road_Track,_Oxford_-_blue_plaque.JPG
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www.DowntownProject.com
http://langintro.com/lv_dec_2010/pics/0950_emergency_arts_window.jpg
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