11. DELIVERING HAPPINESS
CUSTOMERS & 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
33. 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
44. ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community)
45. ROC
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community & Return on
Collisions)
46. ROC & ROL
ROI
VS
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community & Return on
Collisions)
and institutionalizing ROL
47. ROC & ROL
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community & Return on
Collisions)
and institutionalizing ROL
(Return On Luck)
ROI
VS
48. ROC & ROL
Instead of maximizing short-term ROI
(Return On Investment)…
We focus on maximizing long-term ROC
(Return On Community & Return on
Collisions)
and institutionalizing ROL
(Return On Luck) – Accelerating Serendipity
ROI
VS
56. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something
57. $50M SMALL BUSINESS
Criteria
Owner Operated - Passionate
Helps Promote Community & Collisions
Execution Ability
Sustainable
Unique or First or Best at Something
Story-worthy
92. 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
93. 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
95. LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
96. 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
97. What is the value of a resident that is out
and about in the neighborhood?
RETURN ON COLLISIONS
ROC
98. What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
RETURN ON COLLISIONS
ROC
99. What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
x 7 days/week
RETURN ON COLLISIONS
ROC
100. What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
x 7 days/week
x 40 weeks/year
RETURN ON COLLISIONS
ROC
101. What is the value of a resident that is out
and about in the neighborhood?
3-4 hours/day
x 7 days/week
x 40 weeks/year
= 1000 “collisionable” hours/year
RETURN ON COLLISIONS
ROC
106. What is the value of a purposeful visitor that
contributes to community?
RETURN ON COLLISIONS
ROC
107. What is the value of a purposeful visitor that
contributes to community?
12 hours/day
RETURN ON COLLISIONS
ROC
108. What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
RETURN ON COLLISIONS
ROC
109. What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
x 12 weeks/year
RETURN ON COLLISIONS
ROC
110. What is the value of a purposeful visitor that
contributes to community?
12 hours/day
x 7 days/week
x 12 weeks/year
= 1000 “collisionable” hours/year
RETURN ON COLLISIONS
ROC
112. 1. 100 residents per acre
2. Street-level activity for residents to
collide
3. Culture of openness, collaboration,
creativity, and optimism
RETURN ON COLLISIONS
ROC
113. 1. 100 residents per acre
2. Street-level activity for residents to
collide
3. Culture of openness, collaboration,
creativity, and optimism
RETURN ON COLLISIONS
ROC
122. 100,000 “collisionable” community hours
per acre per year
RETURN ON COLLISIONS
ROC
2.3 COLLISIONABLE
HOURS
PER SQUARE FOOT
PER YEAR
123. 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
