Turns out Nick’s office is 2 floors below mine in the “WaMu” (remember them?) building in Seattle, so I elevatored down and knocked on his door to find out more.  Nick has a commodious, comfortable office, complete with his stress-relieving guitar that he is teaching himself to play guided by instructional videos he finds on YouTube, but when he gets wound up, his office can feel quite small.  [Arms waving, high volume]  “Rich, you do everything you can to avoid having to hire people at Zillow.  Why?  Because it’s good business.  The only reason you hire people is because you have 25 million users and thousands of advertiser customers who demand that you give them attention.  Your customers are responsible for the jobs at Zillow, not you.”  Hmmm

Turns out another reason Nick’s office was feeling crowded was due to the stacks of this cute little book piled up all around called The Gardens of Democracy.  He grabbed one,  immodestly autographed it (he is co-author with Eric Liu), and handed it to me.  “Read this and you’ll understand.”  This book packs a powerful punch and it is perfect stocking stuffer size.  There are simple, logical themes that I might have heard from my grandfather, including:  True self interest is mutual interest;  Society becomes how you behave;  We reap what we sow.  But the theme that resonated most with me, and the one he expanded on for the Bloomberg piece is We’re all better off when we’re all better off.   We cannot have shrinking middle class with declining real income while the top 1% leaps ahead, and expect to have a healthy, sustainable economy (which Nick and Eric liken to a garden rather than a machine.)  Worse, our Zillow Home Value Index, which measures the median Zestimate valuation for all houses in the US has dropped 24% from its peak in 2007, taking what was once the most valuable asset for most Americans and turning into a liability.  Zillow’s Chief Economist recently published a report saying that 28.6% of all homes are now “underwater” (the Zestimate is lower than the outstanding mortgage).

So, it’s pretty easy to agree that we have a problem here.  It’s harder to decide what to do about it.  Nick argues in his Op-Ed and in his book that increasing taxes on the wealthy to the normal levels that we observed for most of the 20th century, putting more money in the hands of the middle class so that they buy goods and services which, in turn, force capitalists to hire more people, further stimulating the economy, and so on, is obvious.  The mortgage interest tax deduction, which heavily favors the wealthy, like so many of the myriad tax deductions and loopholes in our current system, is one place “close to home” that we could start.  I’d happily give up my mortgage deduction if it meant a direct benefit to the millions of homeowners who are panicking underwater right now.  This move would stimulate the real estate market, the root cause of so many of our current ills.  This logic may sound self-serving, given my ownership stake in Zillow, but, of course, that is Nick’s point exactly...  We’re all better off when we’re all better off.

Mark Britton, Co-Founder and CEO of Avvo

Mark Britton, the incredibly capable co-founder and CEO of Seattle Startup, Avvo, has recently opened a job for VP of Marketing and overseer of the business units.  Avvo has built up the largest legal directory on or off-line in only a few years, and has now set the company’s sights on Doctors and other professionals.  Ratings, Reviews, and Q&A with real professionals is a powerful consumer concept that is working well at this high growth, well-funded startup.  Apply now or tell your friends.  Click here for more info.

At Zillow we just released a completely re-conceived Zillow on iPad.  It was fantastic fun to develop and even more fun to use. Here is my launch post about it on Zillow’s blog and below is a video for those of you who don’t yet have an iPad.  Zilllow has only had “mobile” apps (iPhone, Android, and now iPad) for less than a year, yet well over 1 million apps have been dowloaded and they now account for significant usage of our service.  One day, they will be the majority.  I encourage you to try them out.

A quick post to say how pleased I am at the formation of what, for now, we are calling NewTravelco.com.  I’ve helped form this company with Expedia veterans Greg Slyngstad, Simon Breakwell, and Sunil Shah.  I remain CEO of Zillow.com, but will serve as non-executive Chairman of New Travelco, which means I am on the board, but don’t work there.  I want to thank Joel Cutler at General Catalyst, Brad Silverberg at Ignition Partners, and Benchmark Capital as well as a few “cats and dogs” for believing enough in us to part with $9.8m in funding for us to get this off the ground.  If you know great developers or others who might be looking for a job, please send them to us.  Finally, here are a few articles that have been written about the newco:

Expedia alumni Rich Barton, Simon Breakwell, Greg Slyngstad and others funded for travel startup
Posted by Dennis Schaal

Zillow CEO Barton, ex-Expedia execs start stealthy NewTravelco
John Cook on Sunday, March 21, 2010

Ex-Expedia team hiring, promoting new travel company
Posted by Brier Dudley

Rich Barton’s New Startup to Re-think Travel Planning
By Liz Gannes

“Where should a group of 12 price insensitive, wine-loving conference go-ers go for a dinner where we can get great wine, and maybe bring a few of our own bottles?”

Erik came back with the following that I thought I would share for fun:

1. RN74 is new French place with great Burgundy list –http://www.yelp.com/biz/rn74-san-francisco
2. Zuni Café is up the street from Four Seasons, can’t go wrong there –http://www.yelp.com/biz/zuni-cafe-san-francisco
3. La Folie is great French also - http://www.yelp.com/biz/la-folie-san-francisco
4. Town Hall is a bit more casual - http://www.yelp.com/biz/town-hall-san-francisco

Marcelo Calbucci of the Seattle 2.0 blog hosted a terrific conference in Bellevue a few weeks ago called Startup 2.0. It was attended by ~300 engaged and switched on folks who are in the process of or thinking about starting up companies. Marcelo asked me to keynote and has recently posted a video of my speech as well as those from several other accomplished Seattle entreprenuers, including Kelly Smith, Alex Algard, Ben Huh, and Jonathan Sposato. In my talk, I simply tell the founding stories of Expedia and Zillow and then take a few questions. All of the presentations can be viewed here.

If you are restlessly bobbing your knee inside the belly of some whale of a company, and dreaming of striking off on your own, I highly recommend you go to school on these presentations.

The Completely Ownable, “Made-Up” Consumer Brand Wins Long Term

I wrote this as a private email in 2006 and just refreshed for the blog

“Should we call our site something literal or should we make up a new word?” This is a question I often get asked by consumer product/service entrepreneurs.  In light of Microsoft’s re-launch of Microsoft MSN Live Search as “Bing”, I thought it timely to re-fresh some old thoughts I’ve had about naming, words, and branding.

It shouldn’t come as a surprise that I believe it is much more powerful long-term to make up a new word (e.g., Expedia, Zillow, or recently Glassdoor, 3 words that my teams have created) than it is to use a literal word (e.g., Travel.com, RealEstate.com, or Jobreviews.com).  Why?  The short answer is that when you successfully make up a new word and introduce it into everyday language, you own it.  It becomes a major differentiating asset that cannot be confused with anything else or encroached upon by competitors.  At the very best, you end up defining a whole new category – Kleenex, Levis, Polaroids, Nikes, Ebay.  The downside to creating your own brand is that it is hard, and most of the time, very expensive and time consuming to hammer a new word into the consumer vocabulary.

The siren’s song of a literal brand or a brand that is evolved from a literal word is hard to resist.  It doesn’t require much brand marketing spend because not a whole lot of explanation is needed to describe what Photos.com is.  It’s already a word, full of meaning for people.  However, it is for exactly this reason that I do not favor literal brands.  Dreamy brand marketing folks might talk to you about brands as “empty vessels” waiting to be filled up with emotional meaning by creative marketers.  This is how they sell big budget “brand advertising”.  In my experience, they are absolutely right.  If you pick a brand, a vessel, that is already full of meaning for people, your ability to infuse that brand with new meaning is very limited.  You can fool yourself into looking at high “awareness” numbers of your literal brand and think you are doing a great job.  It’s likely that you are not, you just picked a well known word, not a brand.

On the other hand, if you’ve made up a brand new word, and have launched it into the marketplace, it is very likely that your awareness numbers are going to be low for a long time.  It will also take Google a while to figure you out.  It took 8 years for Expedia to achieve unaided awareness numbers of over 50% in its target base of people who travel and who use the web.  Zillow is a few years old, 9 million unique users visited in March of this year, and our awareness numbers are still low single digit numbers.  This may dissuade you from creating a new word, but then I’d argue that you are thinking short term.  If your dream is to really create a consumer product or service that stands the test of time, a brand that your grandchildren will know and love, then it’s almost a requirement to make up a new word.

Homonyms and Branding

I know you have busily been thinking of counter-examples, so I’ll try to head off one of them at the pass:  Homonyms.  Google, Amazon.  These were words before they were brands, right?  Yes, they were.  However, these companies simply used these words and created a new meaning for them.  They created homonyms.  This can work and work very well, as long as the word you pick has little or nothing to do with your use of it.  Each of these words had some meaning to it that the respective companies wanted to be a “brand characteristic” of their new homonym.  Google wanted to communicate the near infinite reach of its spider by referring to the very large number that math geeks know as a “googol” (10 to the 100th power).  Amazon, similarly picked the largest river in the world to communicate Amazon’s vast selection.  So, a completely unrelated use of a pre-existing word is fair game as well.

Acronyms and Branding

IBM, NBC, KFC.  These are Acronyms that, over time, and with lots of marketing spend, have turned into brands in and of themselves.  This generally happens when a company name ends up becoming a brand in its own right.  I do not recommend starting with an acronym, as I think they are less memorable, thus more costly.  I worked at Microsoft for quite some time and had my parents using MSN from the very beginning, but my father still calls it “MNS”.

In addition to acronyms, brands based on names (Golman Sachs, Sullivan & Cromwell, etc) are mostly ownable.  They have the same characteristics as made up words, but they are even less memorable.  They tend to work really well for professional service firms.  The one risk is that you cannot own someone’s name.  Thus Packard Bell (a low quality, consumer PC maker of yore) can start up and borrow brand glow from Hewlett Packard and Ma Bell.  Also, one of the partners can leave and start a competitor of a similar name, stealing customers and encroaching on your brand space.

Creating the Word

Making up a new word can be daunting.  With Expedia we hired a firm called Interbrand to help us, and I think it worked well.  With Zillow we did it ourselves and liked how it was a mashup of Zillions (of data) and Pillow (an emotional icon of a home).  There’s no magic formula, but I do have a few guidelines/starting points:

1. The fewer syllables the better.  My first son was born on the day of the Expedia IPO in 1999.  My son still couldn’t say “Expedia” very well even when he was 4.  Pick a word that a 4 year old can say.
2. Use high-point Scrabble letters.  My wife and I love to play Scrabble (a great brand name, btw).  The highest point letters (least often used in English) are Z, Q, X, J, K.  These are memorable letters for people because they are so seldom used.  Use them in your brands.  Xerox, Kodak, Coke…
3. Palindromes (spells same word backward and forward) and double letters are nice, too, as they are memorable visually and audibly.  (Kellogg’s, Apple, Yahoo, Google, Twitter, Zillow – I couldn’t come up with palindromes, but my instinct is that they would be great.  Near palindromes are XeroX, KodaK,..)
4. If your service is an active tool of some kind, try to pick a word that people can turn into a verb easily.  Google is the ultimate example here.

I’m sure there are countless counter-examples to my theory that made up words make better consumer brands, but, in general, I’ve found it to be true. When you move out of the consumer branding space, my arguments do not hold as well.  Business brands can much more easily be literal, though, even if I were starting a B2B company, I think I’d make up a word for my product.  Made up words are just more fun, more exciting, and much more memorable in the long run.

So, how does “Bing” do?  Well, it’s one syllable.  There are no high point Scrabble letters, but it is musical/onomonopaic.  It can be made a verb.  Any kid can say it.  I actually think it has legs.  Hopefully, the product is there to support the name, because, in the end, the product and user experience is really what makes the brand.