{"version":"1.0.0","segments":[{"speaker":"Matt Wolach","startTime":11.37,"endTime":14.01,"body":"We talk a lot about"},{"speaker":"Matt Wolach","startTime":11.37,"endTime":14.01,"body":"growth on this show. But"},{"speaker":"Matt Wolach","startTime":14.01,"endTime":17.34,"body":"something that's often"},{"speaker":"Matt Wolach","startTime":14.01,"endTime":17.34,"body":"overlooked is one of the most"},{"speaker":"Matt Wolach","startTime":17.34,"endTime":20.7,"body":"important impacts on growth. And"},{"speaker":"Matt Wolach","startTime":17.34,"endTime":20.7,"body":"that's your customer support and"},{"speaker":"Matt Wolach","startTime":20.7,"endTime":24.39,"body":"the experience you create for"},{"speaker":"Matt Wolach","startTime":20.7,"endTime":24.39,"body":"your customers after the sale."},{"speaker":"Matt Wolach","startTime":24.42,"endTime":26.37,"body":"And I think it's really"},{"speaker":"Matt Wolach","startTime":24.42,"endTime":26.37,"body":"interesting because a lot of"},{"speaker":"Matt Wolach","startTime":26.37,"endTime":29.58,"body":"times our focus on them and how"},{"speaker":"Matt Wolach","startTime":26.37,"endTime":29.58,"body":"we take care of them happens a"},{"speaker":"Matt Wolach","startTime":29.58,"endTime":32.01,"body":"lot on the sales side. But once"},{"speaker":"Matt Wolach","startTime":29.58,"endTime":32.01,"body":"they sign up, we kind of pull"},{"speaker":"Matt Wolach","startTime":32.01,"endTime":34.35,"body":"back a little bit, we don't"},{"speaker":"Matt Wolach","startTime":32.01,"endTime":34.35,"body":"quite give them the same level"},{"speaker":"Matt Wolach","startTime":34.35,"endTime":37.11,"body":"of support. And the same"},{"speaker":"Matt Wolach","startTime":34.35,"endTime":37.11,"body":"experience. Fortunately, Daniel"},{"speaker":"Matt Wolach","startTime":37.11,"endTime":39.75,"body":"Viduya is here. He's from"},{"speaker":"Matt Wolach","startTime":37.11,"endTime":39.75,"body":"SupportZebra, and they're doing"},{"speaker":"Matt Wolach","startTime":39.75,"endTime":43.44,"body":"great things and making sure"},{"speaker":"Matt Wolach","startTime":39.75,"endTime":43.44,"body":"that that support experience is"},{"speaker":"Matt Wolach","startTime":43.47,"endTime":46.17,"body":"fantastic. He lays out a bunch"},{"speaker":"Matt Wolach","startTime":43.47,"endTime":46.17,"body":"of the things we should be"},{"speaker":"Matt Wolach","startTime":46.17,"endTime":48.69,"body":"thinking about a bunch of the"},{"speaker":"Matt Wolach","startTime":46.17,"endTime":48.69,"body":"metrics we should be focusing on"},{"speaker":"Matt Wolach","startTime":48.69,"endTime":52.65,"body":"for our customers, and how to"},{"speaker":"Matt Wolach","startTime":48.69,"endTime":52.65,"body":"set up your support team to make"},{"speaker":"Matt Wolach","startTime":52.65,"endTime":56.31,"body":"sure that they are fantastic, so"},{"speaker":"Matt Wolach","startTime":52.65,"endTime":56.31,"body":"that that level of experience"},{"speaker":"Matt Wolach","startTime":56.43,"endTime":60.3,"body":"stays consistent all the way"},{"speaker":"Matt Wolach","startTime":56.43,"endTime":60.3,"body":"through, check it out."},{"speaker":"Unknown","startTime":60.69,"endTime":64.38,"body":"Welcome to Scale Your"},{"speaker":"Unknown","startTime":60.69,"endTime":64.38,"body":"SaaS, the podcast that gives you"},{"speaker":"Unknown","startTime":64.38,"endTime":67.8,"body":"proven techniques and formulas"},{"speaker":"Unknown","startTime":64.38,"endTime":67.8,"body":"for boosting your revenue and"},{"speaker":"Unknown","startTime":67.8,"endTime":71.28,"body":"achieving your dream exit"},{"speaker":"Unknown","startTime":67.8,"endTime":71.28,"body":"brought to you by a guy who's"},{"speaker":"Unknown","startTime":71.28,"endTime":76.38,"body":"done just that multiple times."},{"speaker":"Unknown","startTime":71.28,"endTime":76.38,"body":"Here's your host, Matt Wolach,"},{"speaker":"Matt Wolach","startTime":76.89,"endTime":79.74,"body":"and welcome to"},{"speaker":"Matt Wolach","startTime":76.89,"endTime":79.74,"body":"Scale Your SaaS. I am super"},{"speaker":"Matt Wolach","startTime":79.74,"endTime":81.9,"body":"excited to have you here. Thank"},{"speaker":"Matt Wolach","startTime":79.74,"endTime":81.9,"body":"you very much for coming. Thanks"},{"speaker":"Matt Wolach","startTime":81.9,"endTime":84.09,"body":"for watching. Thanks for"},{"speaker":"Matt Wolach","startTime":81.9,"endTime":84.09,"body":"listening. Make sure you're"},{"speaker":"Matt Wolach","startTime":84.09,"endTime":86.97,"body":"subscribe to the show. You don't"},{"speaker":"Matt Wolach","startTime":84.09,"endTime":86.97,"body":"want to miss out on any of the"},{"speaker":"Matt Wolach","startTime":86.97,"endTime":90.6,"body":"cool guests that we have coming"},{"speaker":"Matt Wolach","startTime":86.97,"endTime":90.6,"body":"up some great help for getting"},{"speaker":"Matt Wolach","startTime":90.6,"endTime":93.87,"body":"you to scale your company. By"},{"speaker":"Matt Wolach","startTime":90.6,"endTime":93.87,"body":"the way, if you liked the show,"},{"speaker":"Matt Wolach","startTime":93.87,"endTime":96.57,"body":"we're looking for reviews,"},{"speaker":"Matt Wolach","startTime":93.87,"endTime":96.57,"body":"please go review it whatever"},{"speaker":"Matt Wolach","startTime":96.57,"endTime":98.79,"body":"platform you're using, whether"},{"speaker":"Matt Wolach","startTime":96.57,"endTime":98.79,"body":"it's Apple or Spotify or any of"},{"speaker":"Matt Wolach","startTime":98.79,"endTime":102.45,"body":"the others, definitely go review"},{"speaker":"Matt Wolach","startTime":98.79,"endTime":102.45,"body":"the show that will help us get"},{"speaker":"Matt Wolach","startTime":102.45,"endTime":106.05,"body":"the word out and let me know."},{"speaker":"Matt Wolach","startTime":102.45,"endTime":106.05,"body":"Are we actually helping you the"},{"speaker":"Matt Wolach","startTime":106.05,"endTime":109.14,"body":"way that you need? So please go"},{"speaker":"Matt Wolach","startTime":106.05,"endTime":109.14,"body":"put that in there. I'm super"},{"speaker":"Matt Wolach","startTime":109.14,"endTime":112.95,"body":"excited for today's episode. I'm"},{"speaker":"Matt Wolach","startTime":109.14,"endTime":112.95,"body":"here with Daniel Viduya. Daniel,"},{"speaker":"Matt Wolach","startTime":112.95,"endTime":113.61,"body":"how you doing?"},{"speaker":"Daniel Viduya","startTime":114.3,"endTime":116.64,"body":"I am doing"},{"speaker":"Daniel Viduya","startTime":114.3,"endTime":116.64,"body":"fantastic. Thank you so much for"},{"speaker":"Daniel Viduya","startTime":116.64,"endTime":117.84,"body":"having me today, Matt."},{"speaker":"Matt Wolach","startTime":118.38,"endTime":120.39,"body":"Absolutely,"},{"speaker":"Matt Wolach","startTime":118.38,"endTime":120.39,"body":"absolutely. I'm glad to have you"},{"speaker":"Matt Wolach","startTime":120.39,"endTime":122.13,"body":"here. And let me make sure"},{"speaker":"Matt Wolach","startTime":120.39,"endTime":122.13,"body":"everybody knows who you are"},{"speaker":"Matt Wolach","startTime":122.13,"endTime":125.31,"body":"Daniel. So Daniel, he's the vice"},{"speaker":"Matt Wolach","startTime":122.13,"endTime":125.31,"body":"president of growth at"},{"speaker":"Matt Wolach","startTime":125.31,"endTime":127.92,"body":"SupportZebra, and what they're"},{"speaker":"Matt Wolach","startTime":125.31,"endTime":127.92,"body":"doing. They have a headquarters"},{"speaker":"Matt Wolach","startTime":127.92,"endTime":131.01,"body":"in Houston, Texas, and they have"},{"speaker":"Matt Wolach","startTime":127.92,"endTime":131.01,"body":"a no nonsense management style"},{"speaker":"Matt Wolach","startTime":131.01,"endTime":134.64,"body":"cutting edge call center"},{"speaker":"Matt Wolach","startTime":131.01,"endTime":134.64,"body":"paradigm that focuses into sales"},{"speaker":"Matt Wolach","startTime":134.64,"endTime":137.88,"body":"and marketing, customer support"},{"speaker":"Matt Wolach","startTime":134.64,"endTime":137.88,"body":"and technical support. So we're"},{"speaker":"Matt Wolach","startTime":137.88,"endTime":141.54,"body":"going to talk a bit about"},{"speaker":"Matt Wolach","startTime":137.88,"endTime":141.54,"body":"outsourcing and when to do it,"},{"speaker":"Matt Wolach","startTime":141.54,"endTime":144.99,"body":"why to do it, and why not to do"},{"speaker":"Matt Wolach","startTime":141.54,"endTime":144.99,"body":"a lot of those things. Daniel is"},{"speaker":"Matt Wolach","startTime":144.99,"endTime":148.5,"body":"the expert at it. In fact, he"},{"speaker":"Matt Wolach","startTime":144.99,"endTime":148.5,"body":"has specialties in high level"},{"speaker":"Matt Wolach","startTime":148.5,"endTime":151.77,"body":"relationships, Client Services,"},{"speaker":"Matt Wolach","startTime":148.5,"endTime":151.77,"body":"operations and team management,"},{"speaker":"Matt Wolach","startTime":151.77,"endTime":154.92,"body":"coaching, accountability, lots"},{"speaker":"Matt Wolach","startTime":151.77,"endTime":154.92,"body":"of things. You name it. So"},{"speaker":"Matt Wolach","startTime":154.92,"endTime":156.93,"body":"Daniel, once again, thanks for"},{"speaker":"Matt Wolach","startTime":154.92,"endTime":156.93,"body":"coming on the show."},{"speaker":"Daniel Viduya","startTime":157.47,"endTime":159.3,"body":"Thank you for"},{"speaker":"Daniel Viduya","startTime":157.47,"endTime":159.3,"body":"having me. Again, Matt. And that"},{"speaker":"Daniel Viduya","startTime":159.3,"endTime":163.26,"body":"was mouthful right there. But"},{"speaker":"Daniel Viduya","startTime":159.3,"endTime":163.26,"body":"I'm happy to share more of my"},{"speaker":"Daniel Viduya","startTime":163.26,"endTime":163.92,"body":"knowledge."},{"speaker":"Matt Wolach","startTime":164.52,"endTime":166.8,"body":"Absolutely."},{"speaker":"Matt Wolach","startTime":164.52,"endTime":166.8,"body":"Absolutely. So you're First"},{"speaker":"Matt Wolach","startTime":166.8,"endTime":169.62,"body":"things first, tell me what's"},{"speaker":"Matt Wolach","startTime":166.8,"endTime":169.62,"body":"going on with you guys lately."},{"speaker":"Matt Wolach","startTime":169.62,"endTime":169.74,"body":"And"},{"speaker":"Daniel Viduya","startTime":169.74,"endTime":173.85,"body":"what's coming up?"},{"speaker":"Daniel Viduya","startTime":169.74,"endTime":173.85,"body":"Yes, support Zebra is entering"},{"speaker":"Daniel Viduya","startTime":173.85,"endTime":177.96,"body":"in its into its 12th anniversary"},{"speaker":"Daniel Viduya","startTime":173.85,"endTime":177.96,"body":"next month in February. So we"},{"speaker":"Daniel Viduya","startTime":177.96,"endTime":182.19,"body":"have been around for 12 years."},{"speaker":"Daniel Viduya","startTime":177.96,"endTime":182.19,"body":"So that is exciting. Apart from"},{"speaker":"Daniel Viduya","startTime":182.19,"endTime":187.98,"body":"that we have just crossed the"},{"speaker":"Daniel Viduya","startTime":182.19,"endTime":187.98,"body":"1200 employee mark. So we are"},{"speaker":"Daniel Viduya","startTime":187.98,"endTime":191.91,"body":"homegrown DPO. And so we started"},{"speaker":"Daniel Viduya","startTime":187.98,"endTime":191.91,"body":"just from a small team of"},{"speaker":"Daniel Viduya","startTime":191.94,"endTime":194.64,"body":"Filipina members. And then we"},{"speaker":"Daniel Viduya","startTime":191.94,"endTime":194.64,"body":"started growing and growing and"},{"speaker":"Daniel Viduya","startTime":194.64,"endTime":198.84,"body":"growing. And 12 years down the"},{"speaker":"Daniel Viduya","startTime":194.64,"endTime":198.84,"body":"line. We are self sustaining. We"},{"speaker":"Daniel Viduya","startTime":198.84,"endTime":202.98,"body":"have grown more than 1000. We"},{"speaker":"Daniel Viduya","startTime":198.84,"endTime":202.98,"body":"have recently opened a another"},{"speaker":"Daniel Viduya","startTime":202.98,"endTime":206.16,"body":"floor in one providence in our"},{"speaker":"Daniel Viduya","startTime":202.98,"endTime":206.16,"body":"office in the Philippines and so"},{"speaker":"Daniel Viduya","startTime":206.37,"endTime":209.85,"body":"many exciting things coming for"},{"speaker":"Daniel Viduya","startTime":206.37,"endTime":209.85,"body":"sure. And that's why I'm also"},{"speaker":"Daniel Viduya","startTime":209.85,"endTime":212.67,"body":"traveling right now I'm actually"},{"speaker":"Daniel Viduya","startTime":209.85,"endTime":212.67,"body":"in the Philippines. It's two"},{"speaker":"Daniel Viduya","startTime":212.67,"endTime":215.85,"body":"o'clock in the morning as we"},{"speaker":"Daniel Viduya","startTime":212.67,"endTime":215.85,"body":"speak right now. And so it's"},{"speaker":"Daniel Viduya","startTime":215.85,"endTime":219.27,"body":"because I'm visiting our office"},{"speaker":"Daniel Viduya","startTime":215.85,"endTime":219.27,"body":"and just I'm enjoying our time"},{"speaker":"Daniel Viduya","startTime":219.27,"endTime":219.93,"body":"with the team."},{"speaker":"Matt Wolach","startTime":220.98,"endTime":223.56,"body":"That's so cool."},{"speaker":"Matt Wolach","startTime":220.98,"endTime":223.56,"body":"It's fun to see it grow over"},{"speaker":"Matt Wolach","startTime":223.56,"endTime":225.99,"body":"that time. And by the way,"},{"speaker":"Matt Wolach","startTime":223.56,"endTime":225.99,"body":"thanks for staying up super late"},{"speaker":"Matt Wolach","startTime":225.99,"endTime":227.07,"body":"with us. That's super."},{"speaker":"Daniel Viduya","startTime":228.33,"endTime":230.88,"body":"It's time here."},{"speaker":"Daniel Viduya","startTime":228.33,"endTime":230.88,"body":"It's normal for me, we work in a"},{"speaker":"Daniel Viduya","startTime":230.88,"endTime":234.12,"body":"graveyard shift. And so I work"},{"speaker":"Daniel Viduya","startTime":230.88,"endTime":234.12,"body":"in us hours. And so this is"},{"speaker":"Daniel Viduya","startTime":234.12,"endTime":234.9,"body":"normal for me."},{"speaker":"Matt Wolach","startTime":235.83,"endTime":238.71,"body":"Okay, well, no"},{"speaker":"Matt Wolach","startTime":235.83,"endTime":238.71,"body":"worries. Still Glad to have you"},{"speaker":"Matt Wolach","startTime":238.71,"endTime":242.25,"body":"here. Yeah, I want to talk to"},{"speaker":"Matt Wolach","startTime":238.71,"endTime":242.25,"body":"you about that growth. I mean,"},{"speaker":"Matt Wolach","startTime":242.64,"endTime":244.59,"body":"did you ever see it getting this"},{"speaker":"Matt Wolach","startTime":242.64,"endTime":244.59,"body":"big?"},{"speaker":"Daniel Viduya","startTime":245.73,"endTime":248.67,"body":"You know, I've"},{"speaker":"Daniel Viduya","startTime":245.73,"endTime":248.67,"body":"not been around for as long as"},{"speaker":"Daniel Viduya","startTime":248.67,"endTime":251.7,"body":"are some of our team members"},{"speaker":"Daniel Viduya","startTime":248.67,"endTime":251.7,"body":"have been, but getting the"},{"speaker":"Daniel Viduya","startTime":251.7,"endTime":254.1,"body":"feedback from our team members,"},{"speaker":"Daniel Viduya","startTime":251.7,"endTime":254.1,"body":"they never thought that this"},{"speaker":"Daniel Viduya","startTime":254.1,"endTime":256.71,"body":"would happen. I mean, being"},{"speaker":"Daniel Viduya","startTime":254.1,"endTime":256.71,"body":"homegrown, you would think that"},{"speaker":"Daniel Viduya","startTime":256.71,"endTime":258.72,"body":"you know, this is something that"},{"speaker":"Daniel Viduya","startTime":256.71,"endTime":258.72,"body":"would be slow. This is something"},{"speaker":"Daniel Viduya","startTime":258.72,"endTime":261.6,"body":"that might not succeed as a"},{"speaker":"Daniel Viduya","startTime":258.72,"endTime":261.6,"body":"startup, they did not know what"},{"speaker":"Daniel Viduya","startTime":261.6,"endTime":265.2,"body":"was going to happen. But when"},{"speaker":"Daniel Viduya","startTime":261.6,"endTime":265.2,"body":"they see where they are now"},{"speaker":"Daniel Viduya","startTime":265.2,"endTime":267.45,"body":"versus where they were before"},{"speaker":"Daniel Viduya","startTime":265.2,"endTime":267.45,"body":"and what they've shared and what"},{"speaker":"Daniel Viduya","startTime":267.45,"endTime":271.2,"body":"has been achieved. It wasn't a"},{"speaker":"Daniel Viduya","startTime":267.45,"endTime":271.2,"body":"surprise, you know, for some"},{"speaker":"Daniel Viduya","startTime":271.2,"endTime":274.83,"body":"that wow, we have done this. But"},{"speaker":"Daniel Viduya","startTime":271.2,"endTime":274.83,"body":"it was not a kind of a surprise"},{"speaker":"Daniel Viduya","startTime":274.83,"endTime":277.59,"body":"that that came with doubt. But"},{"speaker":"Daniel Viduya","startTime":274.83,"endTime":277.59,"body":"it was a positive surprise that"},{"speaker":"Daniel Viduya","startTime":277.59,"endTime":280.8,"body":"look out of our hard work and"},{"speaker":"Daniel Viduya","startTime":277.59,"endTime":280.8,"body":"effort who knew that the doubts"},{"speaker":"Daniel Viduya","startTime":280.8,"endTime":283.32,"body":"that we had before and the"},{"speaker":"Daniel Viduya","startTime":280.8,"endTime":283.32,"body":"worries that we had before would"},{"speaker":"Daniel Viduya","startTime":283.32,"endTime":286.29,"body":"actually simply go away and now"},{"speaker":"Daniel Viduya","startTime":283.32,"endTime":286.29,"body":"that we kind of think of it we"},{"speaker":"Daniel Viduya","startTime":286.29,"endTime":288.72,"body":"just laugh about it because what"},{"speaker":"Daniel Viduya","startTime":286.29,"endTime":288.72,"body":"did we have to worry in the"},{"speaker":"Daniel Viduya","startTime":288.72,"endTime":291.63,"body":"beginning when we knew that our"},{"speaker":"Daniel Viduya","startTime":288.72,"endTime":291.63,"body":"hard work would actually pay"},{"speaker":"Daniel Viduya","startTime":291.63,"endTime":294.87,"body":"off? And so it was not a"},{"speaker":"Daniel Viduya","startTime":291.63,"endTime":294.87,"body":"surprise to many but rather it"},{"speaker":"Daniel Viduya","startTime":294.87,"endTime":300.06,"body":"was a I think it was a pat on"},{"speaker":"Daniel Viduya","startTime":294.87,"endTime":300.06,"body":"the back end. And you know, just"},{"speaker":"Daniel Viduya","startTime":300.06,"endTime":301.32,"body":"wiping the sweat off your"},{"speaker":"Daniel Viduya","startTime":300.06,"endTime":301.32,"body":"forehead."},{"speaker":"Matt Wolach","startTime":302.58,"endTime":305.37,"body":"Good point. And"},{"speaker":"Matt Wolach","startTime":302.58,"endTime":305.37,"body":"it's so fun when when you know"},{"speaker":"Matt Wolach","startTime":305.37,"endTime":308.64,"body":"that hard work and persistence"},{"speaker":"Matt Wolach","startTime":305.37,"endTime":308.64,"body":"and vision. When you put those"},{"speaker":"Matt Wolach","startTime":308.64,"endTime":310.23,"body":"together, they can do some great"},{"speaker":"Matt Wolach","startTime":308.64,"endTime":310.23,"body":"things."},{"speaker":"Daniel Viduya","startTime":310.56,"endTime":312.72,"body":"Absolutely,"},{"speaker":"Daniel Viduya","startTime":310.56,"endTime":312.72,"body":"absolutely. And there's more"},{"speaker":"Daniel Viduya","startTime":312.72,"endTime":316.23,"body":"detail to that that we could"},{"speaker":"Daniel Viduya","startTime":312.72,"endTime":316.23,"body":"dive in. In for sure later, I"},{"speaker":"Daniel Viduya","startTime":316.23,"endTime":318.66,"body":"have some bits and pieces that"},{"speaker":"Daniel Viduya","startTime":316.23,"endTime":318.66,"body":"I'd love to share with you."},{"speaker":"Matt Wolach","startTime":319.41,"endTime":321.21,"body":"Okay, cool, cool."},{"speaker":"Matt Wolach","startTime":319.41,"endTime":321.21,"body":"I'm excited for that. But tell"},{"speaker":"Matt Wolach","startTime":321.21,"endTime":324.21,"body":"me, you know, what exactly is"},{"speaker":"Matt Wolach","startTime":321.21,"endTime":324.21,"body":"support zebra doing and who you"},{"speaker":"Matt Wolach","startTime":324.21,"endTime":324.75,"body":"guys helping?"},{"speaker":"Daniel Viduya","startTime":325.47,"endTime":329.01,"body":"Yes, support"},{"speaker":"Daniel Viduya","startTime":325.47,"endTime":329.01,"body":"Zebra is an outsourcing company"},{"speaker":"Daniel Viduya","startTime":329.64,"endTime":334.05,"body":"that helps e comm and software"},{"speaker":"Daniel Viduya","startTime":329.64,"endTime":334.05,"body":"as a service clients with their"},{"speaker":"Daniel Viduya","startTime":334.05,"endTime":336.63,"body":"customer support, technical"},{"speaker":"Daniel Viduya","startTime":334.05,"endTime":336.63,"body":"support, back office support"},{"speaker":"Daniel Viduya","startTime":336.63,"endTime":339.66,"body":"processing, anything that he"},{"speaker":"Daniel Viduya","startTime":336.63,"endTime":339.66,"body":"thinks that could be outsourced,"},{"speaker":"Daniel Viduya","startTime":339.66,"endTime":343.35,"body":"that is time consuming, costly,"},{"speaker":"Daniel Viduya","startTime":339.66,"endTime":343.35,"body":"and just labor as they get"},{"speaker":"Daniel Viduya","startTime":343.35,"endTime":346.38,"body":"outsourced that to us and we do"},{"speaker":"Daniel Viduya","startTime":343.35,"endTime":346.38,"body":"the legwork for them as what it"},{"speaker":"Daniel Viduya","startTime":346.38,"endTime":350.25,"body":"is, that's who we are. But what"},{"speaker":"Daniel Viduya","startTime":346.38,"endTime":350.25,"body":"sets us apart is little bit more"},{"speaker":"Daniel Viduya","startTime":350.52,"endTime":353.73,"body":"on the side of how we do our"},{"speaker":"Daniel Viduya","startTime":350.52,"endTime":353.73,"body":"job. So we don't just do the job"},{"speaker":"Daniel Viduya","startTime":353.76,"endTime":357.09,"body":"that he tells to do. But we take"},{"speaker":"Daniel Viduya","startTime":353.76,"endTime":357.09,"body":"that a mile further by also"},{"speaker":"Daniel Viduya","startTime":357.09,"endTime":360.33,"body":"improving the job that he gives"},{"speaker":"Daniel Viduya","startTime":357.09,"endTime":360.33,"body":"to us. And we find ways to"},{"speaker":"Daniel Viduya","startTime":360.33,"endTime":363.27,"body":"improve your processes your"},{"speaker":"Daniel Viduya","startTime":360.33,"endTime":363.27,"body":"business by creating playbooks"},{"speaker":"Daniel Viduya","startTime":363.27,"endTime":367.98,"body":"by forging a strong partnership,"},{"speaker":"Daniel Viduya","startTime":363.27,"endTime":367.98,"body":"that would really increase your"},{"speaker":"Daniel Viduya","startTime":367.98,"endTime":371.25,"body":"investment with us, but also"},{"speaker":"Daniel Viduya","startTime":367.98,"endTime":371.25,"body":"just improving the business"},{"speaker":"Daniel Viduya","startTime":371.25,"endTime":374.37,"body":"overall. And that's why we don't"},{"speaker":"Daniel Viduya","startTime":371.25,"endTime":374.37,"body":"call her customers clients, we"},{"speaker":"Daniel Viduya","startTime":374.37,"endTime":376.8,"body":"actually call them service"},{"speaker":"Daniel Viduya","startTime":374.37,"endTime":376.8,"body":"partners, because that's how"},{"speaker":"Daniel Viduya","startTime":376.8,"endTime":379.74,"body":"critical we take their business"},{"speaker":"Daniel Viduya","startTime":376.8,"endTime":379.74,"body":"with us. We take that as our"},{"speaker":"Daniel Viduya","startTime":379.74,"endTime":383.88,"body":"own, consider that as our own."},{"speaker":"Daniel Viduya","startTime":379.74,"endTime":383.88,"body":"And we try to give more than"},{"speaker":"Daniel Viduya","startTime":383.88,"endTime":385.74,"body":"what they're just asking for."},{"speaker":"Matt Wolach","startTime":386.67,"endTime":388.68,"body":"Gotcha. Okay, I"},{"speaker":"Matt Wolach","startTime":386.67,"endTime":388.68,"body":"love that. It's such a good,"},{"speaker":"Matt Wolach","startTime":388.71,"endTime":392.1,"body":"good philosophy to have. I want"},{"speaker":"Matt Wolach","startTime":388.71,"endTime":392.1,"body":"to know, if you're a business"},{"speaker":"Matt Wolach","startTime":392.1,"endTime":395.7,"body":"leader, when should you start"},{"speaker":"Matt Wolach","startTime":392.1,"endTime":395.7,"body":"thinking about outsourcing? When"},{"speaker":"Matt Wolach","startTime":395.7,"endTime":398.25,"body":"should you say okay, maybe we"},{"speaker":"Matt Wolach","startTime":395.7,"endTime":398.25,"body":"should look into this?"},{"speaker":"Daniel Viduya","startTime":398.85,"endTime":401.76,"body":"Yeah, it's a it's"},{"speaker":"Daniel Viduya","startTime":398.85,"endTime":401.76,"body":"a question that that's not new"},{"speaker":"Daniel Viduya","startTime":401.76,"endTime":407.07,"body":"to me. And so the signs to"},{"speaker":"Daniel Viduya","startTime":401.76,"endTime":407.07,"body":"outsource comes when you start"},{"speaker":"Daniel Viduya","startTime":407.07,"endTime":411.0,"body":"struggling with scalability,"},{"speaker":"Daniel Viduya","startTime":407.07,"endTime":411.0,"body":"number one, but number two is"},{"speaker":"Daniel Viduya","startTime":411.0,"endTime":414.69,"body":"under that scalability is"},{"speaker":"Daniel Viduya","startTime":411.0,"endTime":414.69,"body":"consistency. So why do I say"},{"speaker":"Daniel Viduya","startTime":414.69,"endTime":419.22,"body":"consistency? I think that that's"},{"speaker":"Daniel Viduya","startTime":414.69,"endTime":419.22,"body":"the most important factor to"},{"speaker":"Daniel Viduya","startTime":419.22,"endTime":422.79,"body":"consider here. Because as a"},{"speaker":"Daniel Viduya","startTime":419.22,"endTime":422.79,"body":"business leader, the size the"},{"speaker":"Daniel Viduya","startTime":422.79,"endTime":427.05,"body":"scale has, team has company the"},{"speaker":"Daniel Viduya","startTime":422.79,"endTime":427.05,"body":"support that they have,"},{"speaker":"Daniel Viduya","startTime":427.44,"endTime":430.77,"body":"normally, when they start with a"},{"speaker":"Daniel Viduya","startTime":427.44,"endTime":430.77,"body":"small team, that knowledge is"},{"speaker":"Daniel Viduya","startTime":430.77,"endTime":434.73,"body":"internalized. And so when that"},{"speaker":"Daniel Viduya","startTime":430.77,"endTime":434.73,"body":"knowledge is internalized, with"},{"speaker":"Daniel Viduya","startTime":434.73,"endTime":439.35,"body":"just a few people, you get to"},{"speaker":"Daniel Viduya","startTime":434.73,"endTime":439.35,"body":"develop this star, you know,"},{"speaker":"Daniel Viduya","startTime":439.35,"endTime":442.5,"body":"this, this group of stars and,"},{"speaker":"Daniel Viduya","startTime":439.35,"endTime":442.5,"body":"and people that are actually"},{"speaker":"Daniel Viduya","startTime":442.5,"endTime":445.83,"body":"very good with your product. But"},{"speaker":"Daniel Viduya","startTime":442.5,"endTime":445.83,"body":"there's one problem here, when"},{"speaker":"Daniel Viduya","startTime":445.83,"endTime":449.13,"body":"you start hiring new people,"},{"speaker":"Daniel Viduya","startTime":445.83,"endTime":449.13,"body":"maybe internally onshore or"},{"speaker":"Daniel Viduya","startTime":449.13,"endTime":453.75,"body":"offshore. The problem is the"},{"speaker":"Daniel Viduya","startTime":449.13,"endTime":453.75,"body":"consistency piece, the knowledge"},{"speaker":"Daniel Viduya","startTime":453.75,"endTime":456.81,"body":"that was imparted to your first"},{"speaker":"Daniel Viduya","startTime":453.75,"endTime":456.81,"body":"batch of team members of"},{"speaker":"Daniel Viduya","startTime":456.81,"endTime":460.59,"body":"customer support team members"},{"speaker":"Daniel Viduya","startTime":456.81,"endTime":460.59,"body":"that were stars is not really"},{"speaker":"Daniel Viduya","startTime":461.4,"endTime":465.09,"body":"part to the other new people"},{"speaker":"Daniel Viduya","startTime":461.4,"endTime":465.09,"body":"equally, or there may be"},{"speaker":"Daniel Viduya","startTime":465.09,"endTime":467.55,"body":"conflicting information, there"},{"speaker":"Daniel Viduya","startTime":465.09,"endTime":467.55,"body":"may be different ways of how"},{"speaker":"Daniel Viduya","startTime":467.55,"endTime":470.49,"body":"they teach the product. And so"},{"speaker":"Daniel Viduya","startTime":467.55,"endTime":470.49,"body":"the consistency becomes a"},{"speaker":"Daniel Viduya","startTime":470.49,"endTime":473.34,"body":"problem. And when you try to"},{"speaker":"Daniel Viduya","startTime":470.49,"endTime":473.34,"body":"scale your business, because"},{"speaker":"Daniel Viduya","startTime":473.34,"endTime":476.52,"body":"your customer base is growing,"},{"speaker":"Daniel Viduya","startTime":473.34,"endTime":476.52,"body":"when your LTV is already"},{"speaker":"Daniel Viduya","startTime":476.52,"endTime":479.31,"body":"increasing, and your revenues"},{"speaker":"Daniel Viduya","startTime":476.52,"endTime":479.31,"body":"increasing. When that"},{"speaker":"Daniel Viduya","startTime":479.31,"endTime":484.11,"body":"consistency is compromised, then"},{"speaker":"Daniel Viduya","startTime":479.31,"endTime":484.11,"body":"you see a potential problem for"},{"speaker":"Daniel Viduya","startTime":484.11,"endTime":489.27,"body":"churn for lack of consistency,"},{"speaker":"Daniel Viduya","startTime":484.11,"endTime":489.27,"body":"or perhaps bad feedback for the"},{"speaker":"Daniel Viduya","startTime":489.3,"endTime":493.14,"body":"for lack of consistency, it just"},{"speaker":"Daniel Viduya","startTime":489.3,"endTime":493.14,"body":"all comes into place. And so"},{"speaker":"Daniel Viduya","startTime":493.17,"endTime":496.44,"body":"when you see that problem"},{"speaker":"Daniel Viduya","startTime":493.17,"endTime":496.44,"body":"popping up, and that's where"},{"speaker":"Daniel Viduya","startTime":496.8,"endTime":500.16,"body":"outsourcing can be the right"},{"speaker":"Daniel Viduya","startTime":496.8,"endTime":500.16,"body":"solution for you. Number two is"},{"speaker":"Daniel Viduya","startTime":500.19,"endTime":504.3,"body":"when you start scaling your"},{"speaker":"Daniel Viduya","startTime":500.19,"endTime":504.3,"body":"team, the cost comes with it."},{"speaker":"Daniel Viduya","startTime":505.17,"endTime":508.53,"body":"When you have two people, two"},{"speaker":"Daniel Viduya","startTime":505.17,"endTime":508.53,"body":"people who handle your customer"},{"speaker":"Daniel Viduya","startTime":508.53,"endTime":511.44,"body":"support, it's not as costly"},{"speaker":"Daniel Viduya","startTime":508.53,"endTime":511.44,"body":"because there's a knowledge"},{"speaker":"Daniel Viduya","startTime":511.44,"endTime":514.41,"body":"theatres, there's the personal"},{"speaker":"Daniel Viduya","startTime":511.44,"endTime":514.41,"body":"one on one there. But then what"},{"speaker":"Daniel Viduya","startTime":514.41,"endTime":517.2,"body":"if you need 10? People? What if"},{"speaker":"Daniel Viduya","startTime":514.41,"endTime":517.2,"body":"you need 15? People? What if you"},{"speaker":"Daniel Viduya","startTime":517.2,"endTime":520.35,"body":"need 20? People? How will you"},{"speaker":"Daniel Viduya","startTime":517.2,"endTime":520.35,"body":"train them? How will you manage"},{"speaker":"Daniel Viduya","startTime":520.35,"endTime":522.75,"body":"them? How will you track their"},{"speaker":"Daniel Viduya","startTime":520.35,"endTime":522.75,"body":"performance? How would you"},{"speaker":"Daniel Viduya","startTime":522.75,"endTime":525.9,"body":"extend support with ancillary"},{"speaker":"Daniel Viduya","startTime":522.75,"endTime":525.9,"body":"services like WFM, like"},{"speaker":"Daniel Viduya","startTime":525.9,"endTime":530.52,"body":"workforce management, quality,"},{"speaker":"Daniel Viduya","startTime":525.9,"endTime":530.52,"body":"HR services, so the all of these"},{"speaker":"Daniel Viduya","startTime":530.52,"endTime":534.69,"body":"things, you need to allocate"},{"speaker":"Daniel Viduya","startTime":530.52,"endTime":534.69,"body":"time and money for them as well."},{"speaker":"Daniel Viduya","startTime":535.05,"endTime":538.83,"body":"And when that becomes a problem"},{"speaker":"Daniel Viduya","startTime":535.05,"endTime":538.83,"body":"for you, that's when it is also"},{"speaker":"Daniel Viduya","startTime":538.83,"endTime":541.32,"body":"a sign for you to start"},{"speaker":"Daniel Viduya","startTime":538.83,"endTime":541.32,"body":"outsourcing this. Because"},{"speaker":"Daniel Viduya","startTime":541.53,"endTime":544.83,"body":"outsourcing companies would have"},{"speaker":"Daniel Viduya","startTime":541.53,"endTime":544.83,"body":"dedicated teams that would be"},{"speaker":"Daniel Viduya","startTime":544.83,"endTime":548.49,"body":"able to support that growing"},{"speaker":"Daniel Viduya","startTime":544.83,"endTime":548.49,"body":"team that actually have"},{"speaker":"Matt Wolach","startTime":549.57,"endTime":551.64,"body":"a lot of it. That's"},{"speaker":"Matt Wolach","startTime":549.57,"endTime":551.64,"body":"such great information. And if"},{"speaker":"Matt Wolach","startTime":551.64,"endTime":555.09,"body":"you're looking for, you know, an"},{"speaker":"Matt Wolach","startTime":551.64,"endTime":555.09,"body":"outsourcing partner, how should"},{"speaker":"Matt Wolach","startTime":555.09,"endTime":558.69,"body":"somebody determine which one"},{"speaker":"Matt Wolach","startTime":555.09,"endTime":558.69,"body":"might be best for them? What"},{"speaker":"Matt Wolach","startTime":558.72,"endTime":560.07,"body":"type of thing should they look"},{"speaker":"Matt Wolach","startTime":558.72,"endTime":560.07,"body":"for?"},{"speaker":"Daniel Viduya","startTime":560.55,"endTime":564.27,"body":"Yes, um,"},{"speaker":"Daniel Viduya","startTime":560.55,"endTime":564.27,"body":"honestly, the number one factor"},{"speaker":"Daniel Viduya","startTime":564.27,"endTime":568.2,"body":"that you should look for any"},{"speaker":"Daniel Viduya","startTime":564.27,"endTime":568.2,"body":"service partner is the"},{"speaker":"Daniel Viduya","startTime":568.23,"endTime":572.34,"body":"capability to be able to do the"},{"speaker":"Daniel Viduya","startTime":568.23,"endTime":572.34,"body":"job well. And that's hard to"},{"speaker":"Daniel Viduya","startTime":572.34,"endTime":575.46,"body":"define. It's very subjective. So"},{"speaker":"Daniel Viduya","startTime":572.34,"endTime":575.46,"body":"allow me to dive in further what"},{"speaker":"Daniel Viduya","startTime":575.46,"endTime":578.91,"body":"that looks like. I'm going back"},{"speaker":"Daniel Viduya","startTime":575.46,"endTime":578.91,"body":"to the scene earlier. And so I'm"},{"speaker":"Daniel Viduya","startTime":578.91,"endTime":581.04,"body":"not saying that support severs"},{"speaker":"Daniel Viduya","startTime":578.91,"endTime":581.04,"body":"only supports you, but with the"},{"speaker":"Daniel Viduya","startTime":581.04,"endTime":584.19,"body":"way that we do, but when you"},{"speaker":"Daniel Viduya","startTime":581.04,"endTime":584.19,"body":"find a service partner, you have"},{"speaker":"Daniel Viduya","startTime":584.19,"endTime":587.76,"body":"to find out how, how far are"},{"speaker":"Daniel Viduya","startTime":584.19,"endTime":587.76,"body":"they willing to take the job"},{"speaker":"Daniel Viduya","startTime":587.76,"endTime":590.34,"body":"that you're going to be going to"},{"speaker":"Daniel Viduya","startTime":587.76,"endTime":590.34,"body":"be given to them? Are they"},{"speaker":"Daniel Viduya","startTime":590.34,"endTime":592.92,"body":"simply going to do the job that"},{"speaker":"Daniel Viduya","startTime":590.34,"endTime":592.92,"body":"you've asked them to do? And"},{"speaker":"Daniel Viduya","startTime":592.92,"endTime":595.68,"body":"that's it, they call it a day?"},{"speaker":"Daniel Viduya","startTime":592.92,"endTime":595.68,"body":"Are they willing to throw in"},{"speaker":"Daniel Viduya","startTime":595.68,"endTime":598.35,"body":"more support and services that"},{"speaker":"Daniel Viduya","startTime":595.68,"endTime":598.35,"body":"would be able to improve the"},{"speaker":"Daniel Viduya","startTime":598.35,"endTime":601.68,"body":"job? Do they have any proven"},{"speaker":"Daniel Viduya","startTime":598.35,"endTime":601.68,"body":"success and track record with"},{"speaker":"Daniel Viduya","startTime":601.68,"endTime":605.37,"body":"client relationships. That's"},{"speaker":"Daniel Viduya","startTime":601.68,"endTime":605.37,"body":"number one, it's just simply how"},{"speaker":"Daniel Viduya","startTime":605.4,"endTime":610.02,"body":"they do the job. But number two"},{"speaker":"Daniel Viduya","startTime":605.4,"endTime":610.02,"body":"is also in the flexibility in"},{"speaker":"Daniel Viduya","startTime":610.02,"endTime":613.5,"body":"their contract terms, a lot of"},{"speaker":"Daniel Viduya","startTime":610.02,"endTime":613.5,"body":"the BPOS, and businesses that"},{"speaker":"Daniel Viduya","startTime":613.5,"endTime":617.55,"body":"I've spoken to that I've been"},{"speaker":"Daniel Viduya","startTime":613.5,"endTime":617.55,"body":"with work myself have very"},{"speaker":"Daniel Viduya","startTime":617.55,"endTime":621.03,"body":"strict contract terms, you may"},{"speaker":"Daniel Viduya","startTime":617.55,"endTime":621.03,"body":"need to start with a huge number"},{"speaker":"Daniel Viduya","startTime":621.03,"endTime":624.39,"body":"of people, you may need to start"},{"speaker":"Daniel Viduya","startTime":621.03,"endTime":624.39,"body":"with a long term contract, such"},{"speaker":"Daniel Viduya","startTime":624.39,"endTime":627.09,"body":"as annual contracts, you need to"},{"speaker":"Daniel Viduya","startTime":624.39,"endTime":627.09,"body":"start with a six month down"},{"speaker":"Daniel Viduya","startTime":627.09,"endTime":629.73,"body":"payment, you need to find a"},{"speaker":"Daniel Viduya","startTime":627.09,"endTime":629.73,"body":"service partner that has"},{"speaker":"Daniel Viduya","startTime":629.76,"endTime":633.45,"body":"flexible contract terms, that"},{"speaker":"Daniel Viduya","startTime":629.76,"endTime":633.45,"body":"works for you and your business."},{"speaker":"Daniel Viduya","startTime":633.69,"endTime":637.65,"body":"Don't restrict yourself to a"},{"speaker":"Daniel Viduya","startTime":633.69,"endTime":637.65,"body":"large contract, when he know"},{"speaker":"Daniel Viduya","startTime":637.65,"endTime":640.86,"body":"that there's just a risk that he"},{"speaker":"Daniel Viduya","startTime":637.65,"endTime":640.86,"body":"can't commit to that just yet."},{"speaker":"Daniel Viduya","startTime":640.92,"endTime":643.35,"body":"So finding that right service"},{"speaker":"Daniel Viduya","startTime":640.92,"endTime":643.35,"body":"partner, the contract,"},{"speaker":"Daniel Viduya","startTime":643.71,"endTime":648.69,"body":"flexibility is also another one."},{"speaker":"Daniel Viduya","startTime":643.71,"endTime":648.69,"body":"But number three is in terms of"},{"speaker":"Daniel Viduya","startTime":648.69,"endTime":652.56,"body":"culture, it just plays a big"},{"speaker":"Daniel Viduya","startTime":648.69,"endTime":652.56,"body":"role in your company, too. You"},{"speaker":"Daniel Viduya","startTime":652.56,"endTime":656.13,"body":"need to find a service partner"},{"speaker":"Daniel Viduya","startTime":652.56,"endTime":656.13,"body":"and an outsourcing company that"},{"speaker":"Daniel Viduya","startTime":656.13,"endTime":660.75,"body":"fits your culture, your vision,"},{"speaker":"Daniel Viduya","startTime":656.13,"endTime":660.75,"body":"your your your principles, and"},{"speaker":"Daniel Viduya","startTime":660.75,"endTime":663.75,"body":"values, whatever we say that"},{"speaker":"Daniel Viduya","startTime":660.75,"endTime":663.75,"body":"many of the companies that I'm"},{"speaker":"Daniel Viduya","startTime":663.75,"endTime":667.89,"body":"speaking to right now that I've"},{"speaker":"Daniel Viduya","startTime":663.75,"endTime":667.89,"body":"spoken to have this, you know,"},{"speaker":"Daniel Viduya","startTime":668.31,"endTime":673.29,"body":"it's a, I've lost the term it's"},{"speaker":"Daniel Viduya","startTime":668.31,"endTime":673.29,"body":"it's something about a type B,"},{"speaker":"Daniel Viduya","startTime":673.89,"endTime":676.71,"body":"culture, beets, it has something"},{"speaker":"Daniel Viduya","startTime":673.89,"endTime":676.71,"body":"to do with corporate social"},{"speaker":"Daniel Viduya","startTime":676.71,"endTime":679.38,"body":"responsibility, and the"},{"speaker":"Daniel Viduya","startTime":676.71,"endTime":679.38,"body":"capability to have their"},{"speaker":"Daniel Viduya","startTime":679.38,"endTime":683.19,"body":"integrity and their and their"},{"speaker":"Daniel Viduya","startTime":679.38,"endTime":683.19,"body":"giving back to the community in"},{"speaker":"Daniel Viduya","startTime":683.19,"endTime":688.02,"body":"place. If you're after for that"},{"speaker":"Daniel Viduya","startTime":683.19,"endTime":688.02,"body":"certification, if you're after"},{"speaker":"Daniel Viduya","startTime":688.02,"endTime":691.32,"body":"for that type of culture, need"},{"speaker":"Daniel Viduya","startTime":688.02,"endTime":691.32,"body":"to find a service partner that"},{"speaker":"Daniel Viduya","startTime":691.32,"endTime":694.8,"body":"is able to prove that."},{"speaker":"Daniel Viduya","startTime":691.32,"endTime":694.8,"body":"Otherwise, it just puts your"},{"speaker":"Daniel Viduya","startTime":694.8,"endTime":696.96,"body":"certificate your own"},{"speaker":"Daniel Viduya","startTime":694.8,"endTime":696.96,"body":"certification at risk. So I've"},{"speaker":"Daniel Viduya","startTime":696.96,"endTime":700.62,"body":"seen that with some companies,"},{"speaker":"Daniel Viduya","startTime":696.96,"endTime":700.62,"body":"but also value wise, just"},{"speaker":"Daniel Viduya","startTime":700.62,"endTime":703.2,"body":"culture wise, or you look for a"},{"speaker":"Daniel Viduya","startTime":700.62,"endTime":703.2,"body":"company that has integrity in"},{"speaker":"Daniel Viduya","startTime":703.2,"endTime":705.9,"body":"place, or look for a company"},{"speaker":"Daniel Viduya","startTime":703.2,"endTime":705.9,"body":"that also has humility in their"},{"speaker":"Daniel Viduya","startTime":705.9,"endTime":708.03,"body":"place, you know, these are just"},{"speaker":"Daniel Viduya","startTime":705.9,"endTime":708.03,"body":"some of the things that are"},{"speaker":"Daniel Viduya","startTime":708.03,"endTime":710.88,"body":"really crucial to you, when you"},{"speaker":"Daniel Viduya","startTime":708.03,"endTime":710.88,"body":"start working with a service"},{"speaker":"Daniel Viduya","startTime":710.88,"endTime":716.19,"body":"partner that is contradicting"},{"speaker":"Daniel Viduya","startTime":710.88,"endTime":716.19,"body":"your personal and moral values,"},{"speaker":"Daniel Viduya","startTime":716.46,"endTime":719.13,"body":"you're going to find it hard to"},{"speaker":"Daniel Viduya","startTime":716.46,"endTime":719.13,"body":"sustain that relationship down"},{"speaker":"Daniel Viduya","startTime":719.16,"endTime":722.43,"body":"the line. So that these are just"},{"speaker":"Daniel Viduya","startTime":719.16,"endTime":722.43,"body":"some of the things that you need"},{"speaker":"Daniel Viduya","startTime":722.43,"endTime":725.85,"body":"to find in a service partner,"},{"speaker":"Daniel Viduya","startTime":722.43,"endTime":725.85,"body":"that would really help you forge"},{"speaker":"Daniel Viduya","startTime":726.33,"endTime":729.69,"body":"that relationship. I think those"},{"speaker":"Daniel Viduya","startTime":726.33,"endTime":729.69,"body":"are the three things that I"},{"speaker":"Daniel Viduya","startTime":730.05,"endTime":734.73,"body":"encourage our listeners to start"},{"speaker":"Daniel Viduya","startTime":730.05,"endTime":734.73,"body":"looking for when they start, you"},{"speaker":"Daniel Viduya","startTime":734.73,"endTime":736.26,"body":"know, when they want to start"},{"speaker":"Daniel Viduya","startTime":734.73,"endTime":736.26,"body":"outsourcing."},{"speaker":"Matt Wolach","startTime":737.31,"endTime":739.08,"body":"That's great."},{"speaker":"Matt Wolach","startTime":737.31,"endTime":739.08,"body":"That's some really good stuff."},{"speaker":"Matt Wolach","startTime":739.14,"endTime":743.79,"body":"So I want to talk about customer"},{"speaker":"Matt Wolach","startTime":739.14,"endTime":743.79,"body":"service, customer support. How"},{"speaker":"Matt Wolach","startTime":743.79,"endTime":746.61,"body":"can customer support and"},{"speaker":"Matt Wolach","startTime":743.79,"endTime":746.61,"body":"customer resolution, whether"},{"speaker":"Matt Wolach","startTime":746.61,"endTime":749.55,"body":"it's good or bad impacts sales"},{"speaker":"Matt Wolach","startTime":746.61,"endTime":749.55,"body":"and growth?"},{"speaker":"Daniel Viduya","startTime":750.48,"endTime":754.77,"body":"It's how can I"},{"speaker":"Daniel Viduya","startTime":750.48,"endTime":754.77,"body":"start this definition? If"},{"speaker":"Daniel Viduya","startTime":754.77,"endTime":757.11,"body":"there's a direct impact here,"},{"speaker":"Daniel Viduya","startTime":754.77,"endTime":757.11,"body":"it's all I could say there's a"},{"speaker":"Daniel Viduya","startTime":757.11,"endTime":760.86,"body":"direct impact is a simple"},{"speaker":"Daniel Viduya","startTime":757.11,"endTime":760.86,"body":"answer. I'm not sure if you've"},{"speaker":"Daniel Viduya","startTime":760.86,"endTime":763.29,"body":"read this book Ready. Matt? Have"},{"speaker":"Daniel Viduya","startTime":760.86,"endTime":763.29,"body":"you heard of the ultimate"},{"speaker":"Daniel Viduya","startTime":763.29,"endTime":767.76,"body":"question to play? No, no, it's"},{"speaker":"Daniel Viduya","startTime":763.29,"endTime":767.76,"body":"written by Fred Reichheld. It's"},{"speaker":"Daniel Viduya","startTime":767.76,"endTime":771.81,"body":"a wonderful, wonderful,"},{"speaker":"Daniel Viduya","startTime":767.76,"endTime":771.81,"body":"wonderful book. The ultimate"},{"speaker":"Daniel Viduya","startTime":771.81,"endTime":776.97,"body":"question is simply linked to"},{"speaker":"Daniel Viduya","startTime":771.81,"endTime":776.97,"body":"fps, you know, how likely is my"},{"speaker":"Daniel Viduya","startTime":776.97,"endTime":781.17,"body":"customer, when to refer a friend"},{"speaker":"Daniel Viduya","startTime":776.97,"endTime":781.17,"body":"or colleague or someone he knows"},{"speaker":"Daniel Viduya","startTime":781.17,"endTime":787.86,"body":"to my company to my brand. That"},{"speaker":"Daniel Viduya","startTime":781.17,"endTime":787.86,"body":"in itself tells you how the way"},{"speaker":"Daniel Viduya","startTime":787.86,"endTime":791.76,"body":"you treat your customers would"},{"speaker":"Daniel Viduya","startTime":787.86,"endTime":791.76,"body":"impact your growth. And it's so"},{"speaker":"Daniel Viduya","startTime":791.76,"endTime":796.08,"body":"funny because we spend a lot of"},{"speaker":"Daniel Viduya","startTime":791.76,"endTime":796.08,"body":"money, trying to grow our"},{"speaker":"Daniel Viduya","startTime":796.08,"endTime":798.42,"body":"marketing efforts so that we"},{"speaker":"Daniel Viduya","startTime":796.08,"endTime":798.42,"body":"could grow our revenue when in"},{"speaker":"Daniel Viduya","startTime":798.42,"endTime":800.82,"body":"fact, there's just free"},{"speaker":"Daniel Viduya","startTime":798.42,"endTime":800.82,"body":"marketing right there. When you"},{"speaker":"Daniel Viduya","startTime":800.82,"endTime":805.08,"body":"treat your customers, right,"},{"speaker":"Daniel Viduya","startTime":800.82,"endTime":805.08,"body":"growth will come naturally. When"},{"speaker":"Daniel Viduya","startTime":805.08,"endTime":809.07,"body":"you treat your customers well,"},{"speaker":"Daniel Viduya","startTime":805.08,"endTime":809.07,"body":"their lifetime value increases"},{"speaker":"Daniel Viduya","startTime":809.1,"endTime":812.91,"body":"when you treat them like VIPs"},{"speaker":"Daniel Viduya","startTime":809.1,"endTime":812.91,"body":"and more over the bring in more"},{"speaker":"Daniel Viduya","startTime":812.91,"endTime":816.24,"body":"business, when you give them an"},{"speaker":"Daniel Viduya","startTime":812.91,"endTime":816.24,"body":"authentic and great customer"},{"speaker":"Daniel Viduya","startTime":816.24,"endTime":820.89,"body":"experience. That's how customer"},{"speaker":"Daniel Viduya","startTime":816.24,"endTime":820.89,"body":"experience has a direct impact"},{"speaker":"Daniel Viduya","startTime":821.04,"endTime":824.55,"body":"with your revenue and sales,"},{"speaker":"Daniel Viduya","startTime":821.04,"endTime":824.55,"body":"treat them right. And it just"},{"speaker":"Daniel Viduya","startTime":824.55,"endTime":825.42,"body":"flows right in."},{"speaker":"Matt Wolach","startTime":826.38,"endTime":828.3,"body":"I love it. So true."},{"speaker":"Matt Wolach","startTime":826.38,"endTime":828.3,"body":"It's really, really good"},{"speaker":"Matt Wolach","startTime":828.3,"endTime":831.66,"body":"information. So if we're"},{"speaker":"Matt Wolach","startTime":828.3,"endTime":831.66,"body":"measuring customer support or"},{"speaker":"Matt Wolach","startTime":831.66,"endTime":835.29,"body":"customer resolution performance,"},{"speaker":"Matt Wolach","startTime":831.66,"endTime":835.29,"body":"you we talked about NPS, but are"},{"speaker":"Matt Wolach","startTime":835.29,"endTime":838.02,"body":"there other metrics that can"},{"speaker":"Matt Wolach","startTime":835.29,"endTime":838.02,"body":"really create an accurate"},{"speaker":"Matt Wolach","startTime":838.02,"endTime":839.13,"body":"picture of performance?"},{"speaker":"Daniel Viduya","startTime":839.73,"endTime":842.25,"body":"Yes, there are"},{"speaker":"Daniel Viduya","startTime":839.73,"endTime":842.25,"body":"lead measures and lag measures,"},{"speaker":"Daniel Viduya","startTime":842.25,"endTime":845.46,"body":"but I really encourage our"},{"speaker":"Daniel Viduya","startTime":842.25,"endTime":845.46,"body":"listeners or audience, you know,"},{"speaker":"Daniel Viduya","startTime":845.49,"endTime":848.16,"body":"for them to focus on different"},{"speaker":"Daniel Viduya","startTime":845.49,"endTime":848.16,"body":"types of customer metrics that"},{"speaker":"Daniel Viduya","startTime":848.16,"endTime":851.43,"body":"measure the customer's"},{"speaker":"Daniel Viduya","startTime":848.16,"endTime":851.43,"body":"temperament to measure their,"},{"speaker":"Daniel Viduya","startTime":852.12,"endTime":855.42,"body":"their opinions and their"},{"speaker":"Daniel Viduya","startTime":852.12,"endTime":855.42,"body":"thoughts about your business."},{"speaker":"Daniel Viduya","startTime":855.42,"endTime":859.14,"body":"And so it could be MPs, it could"},{"speaker":"Daniel Viduya","startTime":855.42,"endTime":859.14,"body":"be CSAT. It could be voice at a"},{"speaker":"Daniel Viduya","startTime":859.14,"endTime":861.66,"body":"customer, whichever it may be."},{"speaker":"Daniel Viduya","startTime":859.14,"endTime":861.66,"body":"But there are other metrics that"},{"speaker":"Daniel Viduya","startTime":861.66,"endTime":864.27,"body":"could tell us the efficiencies"},{"speaker":"Daniel Viduya","startTime":861.66,"endTime":864.27,"body":"that our team members are"},{"speaker":"Daniel Viduya","startTime":864.27,"endTime":867.42,"body":"exerting to be able to leave"},{"speaker":"Daniel Viduya","startTime":864.27,"endTime":867.42,"body":"them to that, which is number"},{"speaker":"Daniel Viduya","startTime":867.42,"endTime":870.93,"body":"one, we could talk about average"},{"speaker":"Daniel Viduya","startTime":867.42,"endTime":870.93,"body":"handling time. How efficient are"},{"speaker":"Daniel Viduya","startTime":870.93,"endTime":874.53,"body":"they in handling the customers"},{"speaker":"Daniel Viduya","startTime":870.93,"endTime":874.53,"body":"when they say when they say that"},{"speaker":"Daniel Viduya","startTime":874.53,"endTime":876.93,"body":"when they get to you on the"},{"speaker":"Daniel Viduya","startTime":874.53,"endTime":876.93,"body":"phone or on the chat? How"},{"speaker":"Daniel Viduya","startTime":876.93,"endTime":879.39,"body":"efficient were you? How"},{"speaker":"Daniel Viduya","startTime":876.93,"endTime":879.39,"body":"effective were you with their"},{"speaker":"Daniel Viduya","startTime":879.39,"endTime":882.9,"body":"time? Because if there's one"},{"speaker":"Daniel Viduya","startTime":879.39,"endTime":882.9,"body":"thing that I personally, you and"},{"speaker":"Daniel Viduya","startTime":882.9,"endTime":885.24,"body":"I both Mac could probably relate"},{"speaker":"Daniel Viduya","startTime":882.9,"endTime":885.24,"body":"to this and same with our"},{"speaker":"Daniel Viduya","startTime":885.24,"endTime":887.73,"body":"listeners is that look,"},{"speaker":"Daniel Viduya","startTime":885.24,"endTime":887.73,"body":"something has been broken,"},{"speaker":"Daniel Viduya","startTime":887.73,"endTime":890.85,"body":"something has been fixed. You"},{"speaker":"Daniel Viduya","startTime":887.73,"endTime":890.85,"body":"could compensate me with $1,000"},{"speaker":"Daniel Viduya","startTime":890.88,"endTime":894.69,"body":"but if I just lost 12 days"},{"speaker":"Daniel Viduya","startTime":890.88,"endTime":894.69,"body":"trying to resolve this, that's"},{"speaker":"Daniel Viduya","startTime":894.69,"endTime":898.26,"body":"just a significant amount of"},{"speaker":"Daniel Viduya","startTime":894.69,"endTime":898.26,"body":"time that I've spent trying to"},{"speaker":"Daniel Viduya","startTime":898.26,"endTime":901.59,"body":"fight this right. You can by"},{"speaker":"Daniel Viduya","startTime":898.26,"endTime":901.59,"body":"many things, you could buy"},{"speaker":"Daniel Viduya","startTime":901.59,"endTime":904.38,"body":"jewelry, you could buy the most"},{"speaker":"Daniel Viduya","startTime":901.59,"endTime":904.38,"body":"expensive car, but he could"},{"speaker":"Daniel Viduya","startTime":904.38,"endTime":907.8,"body":"never buy back time a time is"},{"speaker":"Daniel Viduya","startTime":904.38,"endTime":907.8,"body":"that piece of treasure that is"},{"speaker":"Daniel Viduya","startTime":908.58,"endTime":913.05,"body":"that has no value or rather"},{"speaker":"Daniel Viduya","startTime":908.58,"endTime":913.05,"body":"cannot be bought. So handling"},{"speaker":"Daniel Viduya","startTime":913.26,"endTime":915.81,"body":"your time your time efficiency"},{"speaker":"Daniel Viduya","startTime":913.26,"endTime":915.81,"body":"and handling something is very"},{"speaker":"Daniel Viduya","startTime":915.81,"endTime":919.86,"body":"important. Number two metric"},{"speaker":"Daniel Viduya","startTime":915.81,"endTime":919.86,"body":"that I highly encourage for them"},{"speaker":"Daniel Viduya","startTime":919.86,"endTime":923.31,"body":"to check here is also the volume"},{"speaker":"Daniel Viduya","startTime":919.86,"endTime":923.31,"body":"and the wait time, this is"},{"speaker":"Daniel Viduya","startTime":923.31,"endTime":926.13,"body":"something that is not discussed"},{"speaker":"Daniel Viduya","startTime":923.31,"endTime":926.13,"body":"normally there many of them"},{"speaker":"Daniel Viduya","startTime":926.13,"endTime":929.07,"body":"would say why not go for quality"},{"speaker":"Daniel Viduya","startTime":926.13,"endTime":929.07,"body":"might not go for you know this"},{"speaker":"Daniel Viduya","startTime":929.07,"endTime":931.77,"body":"and that. But we time is"},{"speaker":"Daniel Viduya","startTime":929.07,"endTime":931.77,"body":"actually very important. How"},{"speaker":"Daniel Viduya","startTime":931.77,"endTime":934.44,"body":"long have your customer has been"},{"speaker":"Daniel Viduya","startTime":931.77,"endTime":934.44,"body":"waiting on the phone for them to"},{"speaker":"Daniel Viduya","startTime":934.44,"endTime":939.99,"body":"be able to get help? An example"},{"speaker":"Daniel Viduya","startTime":934.44,"endTime":939.99,"body":"would be I'm a fan of this"},{"speaker":"Daniel Viduya","startTime":939.99,"endTime":942.93,"body":"airline that I normally fly"},{"speaker":"Daniel Viduya","startTime":939.99,"endTime":942.93,"body":"with. I love them. They have"},{"speaker":"Daniel Viduya","startTime":942.96,"endTime":946.53,"body":"great food, great service, great"},{"speaker":"Daniel Viduya","startTime":942.96,"endTime":946.53,"body":"seats, great. Everything's there"},{"speaker":"Daniel Viduya","startTime":946.53,"endTime":951.0,"body":"on time and everything. There's"},{"speaker":"Daniel Viduya","startTime":946.53,"endTime":951.0,"body":"one problem that I have with"},{"speaker":"Daniel Viduya","startTime":951.0,"endTime":955.32,"body":"them is when I call them, I need"},{"speaker":"Daniel Viduya","startTime":951.0,"endTime":955.32,"body":"to wait on the phone two hours"},{"speaker":"Daniel Viduya","startTime":955.86,"endTime":959.1,"body":"to be able to get help two"},{"speaker":"Daniel Viduya","startTime":955.86,"endTime":959.1,"body":"hours, and I'm left with no"},{"speaker":"Daniel Viduya","startTime":959.1,"endTime":963.54,"body":"choice. But because I love them"},{"speaker":"Daniel Viduya","startTime":959.1,"endTime":963.54,"body":"so much. It's it's just that"},{"speaker":"Daniel Viduya","startTime":963.54,"endTime":968.1,"body":"it's that. And so every time"},{"speaker":"Daniel Viduya","startTime":963.54,"endTime":968.1,"body":"that I booked a ticket, I have"},{"speaker":"Daniel Viduya","startTime":968.1,"endTime":972.21,"body":"my doubts and reconsiderations"},{"speaker":"Daniel Viduya","startTime":968.1,"endTime":972.21,"body":"like should I be? Should I be"},{"speaker":"Daniel Viduya","startTime":972.21,"endTime":974.13,"body":"flying with him again? Or should"},{"speaker":"Daniel Viduya","startTime":972.21,"endTime":974.13,"body":"I be flying with another"},{"speaker":"Daniel Viduya","startTime":974.13,"endTime":978.24,"body":"airline? It's the same with your"},{"speaker":"Daniel Viduya","startTime":974.13,"endTime":978.24,"body":"customers, right? How long have"},{"speaker":"Daniel Viduya","startTime":978.24,"endTime":981.24,"body":"they waited to get this fixed?"},{"speaker":"Daniel Viduya","startTime":978.24,"endTime":981.24,"body":"They're gonna probably"},{"speaker":"Daniel Viduya","startTime":981.24,"endTime":985.23,"body":"reconsider as they renew their"},{"speaker":"Daniel Viduya","startTime":981.24,"endTime":985.23,"body":"contract with your when they"},{"speaker":"Daniel Viduya","startTime":985.44,"endTime":987.93,"body":"when they pay the bills, like"},{"speaker":"Daniel Viduya","startTime":985.44,"endTime":987.93,"body":"should I be paying this again"},{"speaker":"Daniel Viduya","startTime":987.93,"endTime":991.89,"body":"next month and expect that I you"},{"speaker":"Daniel Viduya","startTime":987.93,"endTime":991.89,"body":"know, it's that so wait time is"},{"speaker":"Daniel Viduya","startTime":991.89,"endTime":996.66,"body":"actually a metric that you need"},{"speaker":"Daniel Viduya","startTime":991.89,"endTime":996.66,"body":"to consider as a as a as a"},{"speaker":"Daniel Viduya","startTime":996.66,"endTime":999.6,"body":"factor on how you could get"},{"speaker":"Daniel Viduya","startTime":996.66,"endTime":999.6,"body":"great customer experience"},{"speaker":"Daniel Viduya","startTime":999.6,"endTime":1003.2,"body":"because some customers, they"},{"speaker":"Daniel Viduya","startTime":999.6,"endTime":1003.2,"body":"just come in pissed when they"},{"speaker":"Daniel Viduya","startTime":1003.29,"endTime":1005.39,"body":"enter you because it's not your"},{"speaker":"Daniel Viduya","startTime":1003.29,"endTime":1005.39,"body":"fault. It's simply because"},{"speaker":"Daniel Viduya","startTime":1005.39,"endTime":1008.72,"body":"they've been waiting for too"},{"speaker":"Daniel Viduya","startTime":1005.39,"endTime":1008.72,"body":"long. That's, that's number two."},{"speaker":"Daniel Viduya","startTime":1009.53,"endTime":1012.32,"body":"The number three tangible metric"},{"speaker":"Daniel Viduya","startTime":1009.53,"endTime":1012.32,"body":"that you should also be looking"},{"speaker":"Daniel Viduya","startTime":1012.32,"endTime":1017.51,"body":"for is first call first chat"},{"speaker":"Daniel Viduya","startTime":1012.32,"endTime":1017.51,"body":"first email resolution, simply"},{"speaker":"Daniel Viduya","startTime":1017.51,"endTime":1020.87,"body":"the resolution, have you given a"},{"speaker":"Daniel Viduya","startTime":1017.51,"endTime":1020.87,"body":"band aid resolution, or have you"},{"speaker":"Daniel Viduya","startTime":1020.87,"endTime":1025.34,"body":"given a resolution that they are"},{"speaker":"Daniel Viduya","startTime":1020.87,"endTime":1025.34,"body":"truly looking for? Many times I"},{"speaker":"Daniel Viduya","startTime":1025.34,"endTime":1028.37,"body":"have been disappointed with Band"},{"speaker":"Daniel Viduya","startTime":1025.34,"endTime":1028.37,"body":"Aid resolutions as a consumer."},{"speaker":"Daniel Viduya","startTime":1028.82,"endTime":1032.75,"body":"And that did not end well with"},{"speaker":"Daniel Viduya","startTime":1028.82,"endTime":1032.75,"body":"me more with the provider that"},{"speaker":"Daniel Viduya","startTime":1032.75,"endTime":1036.68,"body":"I've chosen to go with before."},{"speaker":"Daniel Viduya","startTime":1032.75,"endTime":1036.68,"body":"Van need solutions never work"},{"speaker":"Daniel Viduya","startTime":1036.74,"endTime":1040.19,"body":"Band Aid solutions cause your"},{"speaker":"Daniel Viduya","startTime":1036.74,"endTime":1040.19,"body":"for your customers to call back"},{"speaker":"Daniel Viduya","startTime":1040.4,"endTime":1044.33,"body":"email chat again, and they come"},{"speaker":"Daniel Viduya","startTime":1040.4,"endTime":1044.33,"body":"more upset every single time."},{"speaker":"Daniel Viduya","startTime":1044.78,"endTime":1048.77,"body":"When that happens. It just"},{"speaker":"Daniel Viduya","startTime":1044.78,"endTime":1048.77,"body":"diminishes the entire experience"},{"speaker":"Daniel Viduya","startTime":1048.77,"endTime":1052.91,"body":"and cost as a possible turn."},{"speaker":"Daniel Viduya","startTime":1048.77,"endTime":1052.91,"body":"These are the three main metrics"},{"speaker":"Daniel Viduya","startTime":1052.91,"endTime":1059.63,"body":"that I consider most important"},{"speaker":"Daniel Viduya","startTime":1052.91,"endTime":1059.63,"body":"apart from NPS or CSAT. You have"},{"speaker":"Daniel Viduya","startTime":1059.63,"endTime":1062.75,"body":"to focus on these metrics and"},{"speaker":"Daniel Viduya","startTime":1059.63,"endTime":1062.75,"body":"they can be measured, they can"},{"speaker":"Daniel Viduya","startTime":1062.75,"endTime":1065.78,"body":"truly be measured. HDX can be"},{"speaker":"Daniel Viduya","startTime":1062.75,"endTime":1065.78,"body":"measured by the systems that"},{"speaker":"Daniel Viduya","startTime":1065.78,"endTime":1070.16,"body":"you're using. The wait time can"},{"speaker":"Daniel Viduya","startTime":1065.78,"endTime":1070.16,"body":"be measured by forecasting and"},{"speaker":"Daniel Viduya","startTime":1070.16,"endTime":1074.06,"body":"workforce management. And"},{"speaker":"Daniel Viduya","startTime":1070.16,"endTime":1074.06,"body":"finally, first call resolution"},{"speaker":"Daniel Viduya","startTime":1074.06,"endTime":1076.4,"body":"first chat email resolution can"},{"speaker":"Daniel Viduya","startTime":1074.06,"endTime":1076.4,"body":"be measured by the systems"},{"speaker":"Daniel Viduya","startTime":1076.4,"endTime":1079.31,"body":"you're also using. Define a"},{"speaker":"Daniel Viduya","startTime":1076.4,"endTime":1079.31,"body":"standard of how long you don't"},{"speaker":"Daniel Viduya","startTime":1079.31,"endTime":1082.61,"body":"want them to call or go go back"},{"speaker":"Daniel Viduya","startTime":1079.31,"endTime":1082.61,"body":"to you and see how that turns"},{"speaker":"Daniel Viduya","startTime":1082.61,"endTime":1085.7,"body":"out. So these are the three main"},{"speaker":"Daniel Viduya","startTime":1082.61,"endTime":1085.7,"body":"metrics that I think you should"},{"speaker":"Daniel Viduya","startTime":1085.7,"endTime":1088.46,"body":"start measuring that can help"},{"speaker":"Daniel Viduya","startTime":1085.7,"endTime":1088.46,"body":"you define and change your"},{"speaker":"Daniel Viduya","startTime":1088.46,"endTime":1089.81,"body":"customer experience."},{"speaker":"Matt Wolach","startTime":1090.26,"endTime":1092.45,"body":"Yeah, that's good."},{"speaker":"Matt Wolach","startTime":1090.26,"endTime":1092.45,"body":"I'm super grateful that you laid"},{"speaker":"Matt Wolach","startTime":1092.45,"endTime":1095.57,"body":"it out. And I totally agree."},{"speaker":"Matt Wolach","startTime":1092.45,"endTime":1095.57,"body":"What tips would you have for"},{"speaker":"Matt Wolach","startTime":1095.6,"endTime":1099.59,"body":"anybody in the software game or"},{"speaker":"Matt Wolach","startTime":1095.6,"endTime":1099.59,"body":"software leaders on how to run"},{"speaker":"Matt Wolach","startTime":1099.59,"endTime":1103.49,"body":"their their support team? Or,"},{"speaker":"Matt Wolach","startTime":1099.59,"endTime":1103.49,"body":"you know, even if it's internal"},{"speaker":"Matt Wolach","startTime":1103.49,"endTime":1107.09,"body":"or external, outsourced? You"},{"speaker":"Matt Wolach","startTime":1103.49,"endTime":1107.09,"body":"know, what tips can you give for"},{"speaker":"Matt Wolach","startTime":1107.09,"endTime":1110.42,"body":"making sure you deliver that"},{"speaker":"Matt Wolach","startTime":1107.09,"endTime":1110.42,"body":"consistency that you talked"},{"speaker":"Matt Wolach","startTime":1110.42,"endTime":1111.23,"body":"about earlier on?"},{"speaker":"Daniel Viduya","startTime":1112.1,"endTime":1115.55,"body":"Great question."},{"speaker":"Daniel Viduya","startTime":1112.1,"endTime":1115.55,"body":"With the software industry and"},{"speaker":"Daniel Viduya","startTime":1115.55,"endTime":1120.02,"body":"with a software lead leaders"},{"speaker":"Daniel Viduya","startTime":1115.55,"endTime":1120.02,"body":"that I've spoken to before, um a"},{"speaker":"Daniel Viduya","startTime":1120.02,"endTime":1125.63,"body":"lot of them expressed a common"},{"speaker":"Daniel Viduya","startTime":1120.02,"endTime":1125.63,"body":"sentiment that the dimension the"},{"speaker":"Daniel Viduya","startTime":1126.5,"endTime":1131.96,"body":"it starts going down after the"},{"speaker":"Daniel Viduya","startTime":1126.5,"endTime":1131.96,"body":"sale as opposed to problem and"},{"speaker":"Daniel Viduya","startTime":1131.99,"endTime":1135.44,"body":"how why does that happen? It"},{"speaker":"Daniel Viduya","startTime":1131.99,"endTime":1135.44,"body":"normally happens because when"},{"speaker":"Daniel Viduya","startTime":1135.44,"endTime":1138.05,"body":"they started buying the software"},{"speaker":"Daniel Viduya","startTime":1135.44,"endTime":1138.05,"body":"when they were sold the software"},{"speaker":"Daniel Viduya","startTime":1138.05,"endTime":1141.26,"body":"to begin with. It was all"},{"speaker":"Daniel Viduya","startTime":1138.05,"endTime":1141.26,"body":"shining shimmering, splendid, it"},{"speaker":"Daniel Viduya","startTime":1141.26,"endTime":1144.53,"body":"was all with rainbow sprinkles."},{"speaker":"Daniel Viduya","startTime":1141.26,"endTime":1144.53,"body":"So you know it was presented to"},{"speaker":"Daniel Viduya","startTime":1144.53,"endTime":1147.56,"body":"you in a nice real nicely"},{"speaker":"Daniel Viduya","startTime":1144.53,"endTime":1147.56,"body":"wrapped box. When you open the"},{"speaker":"Daniel Viduya","startTime":1147.56,"endTime":1150.56,"body":"box. It's like boom, I'm not"},{"speaker":"Daniel Viduya","startTime":1147.56,"endTime":1150.56,"body":"happy with it. Then comes the"},{"speaker":"Daniel Viduya","startTime":1150.56,"endTime":1154.28,"body":"silence and all the shining"},{"speaker":"Daniel Viduya","startTime":1150.56,"endTime":1154.28,"body":"shimmering, splendid words go"},{"speaker":"Daniel Viduya","startTime":1154.28,"endTime":1159.8,"body":"away. That's when the problem"},{"speaker":"Daniel Viduya","startTime":1154.28,"endTime":1159.8,"body":"really starts. When you develop"},{"speaker":"Daniel Viduya","startTime":1159.83,"endTime":1164.15,"body":"a process that allows you to"},{"speaker":"Daniel Viduya","startTime":1159.83,"endTime":1164.15,"body":"check in with your customer post"},{"speaker":"Daniel Viduya","startTime":1164.18,"endTime":1168.89,"body":"sale, when you give them a white"},{"speaker":"Daniel Viduya","startTime":1164.18,"endTime":1168.89,"body":"glove experience. Regardless of"},{"speaker":"Daniel Viduya","startTime":1168.89,"endTime":1170.99,"body":"what their thoughts are about"},{"speaker":"Daniel Viduya","startTime":1168.89,"endTime":1170.99,"body":"the product once they've"},{"speaker":"Daniel Viduya","startTime":1171.02,"endTime":1175.22,"body":"received it or once they've used"},{"speaker":"Daniel Viduya","startTime":1171.02,"endTime":1175.22,"body":"it, you can guarantee that he"},{"speaker":"Daniel Viduya","startTime":1175.22,"endTime":1178.79,"body":"could still keep them for as"},{"speaker":"Daniel Viduya","startTime":1175.22,"endTime":1178.79,"body":"long as you know how to fix it."},{"speaker":"Daniel Viduya","startTime":1179.27,"endTime":1183.35,"body":"That's the problem. Normally"},{"speaker":"Daniel Viduya","startTime":1179.27,"endTime":1183.35,"body":"there is no follow through after"},{"speaker":"Daniel Viduya","startTime":1183.35,"endTime":1187.7,"body":"the post then on the post sale"},{"speaker":"Daniel Viduya","startTime":1183.35,"endTime":1187.7,"body":"stage. Normally there is silence"},{"speaker":"Daniel Viduya","startTime":1187.73,"endTime":1192.32,"body":"on a post sale stage that makes"},{"speaker":"Daniel Viduya","startTime":1187.73,"endTime":1192.32,"body":"them feel neglected. or at worst"},{"speaker":"Daniel Viduya","startTime":1192.35,"endTime":1195.11,"body":"that makes them feel like they"},{"speaker":"Daniel Viduya","startTime":1192.35,"endTime":1195.11,"body":"were bamboozled. And that's what"},{"speaker":"Daniel Viduya","startTime":1195.11,"endTime":1198.95,"body":"they don't like. So when you're"},{"speaker":"Daniel Viduya","startTime":1195.11,"endTime":1198.95,"body":"still there when you're holding"},{"speaker":"Daniel Viduya","startTime":1198.95,"endTime":1202.4,"body":"their hand post say LM there's a"},{"speaker":"Daniel Viduya","startTime":1198.95,"endTime":1202.4,"body":"problem, you could still keep"},{"speaker":"Daniel Viduya","startTime":1202.4,"endTime":1204.62,"body":"them if you know how to fix the"},{"speaker":"Daniel Viduya","startTime":1202.4,"endTime":1204.62,"body":"problem when you when you"},{"speaker":"Daniel Viduya","startTime":1204.62,"endTime":1208.85,"body":"present yourself proactively."},{"speaker":"Daniel Viduya","startTime":1204.62,"endTime":1208.85,"body":"That's number one. Number two is"},{"speaker":"Daniel Viduya","startTime":1208.85,"endTime":1214.31,"body":"with a consistency of experience"},{"speaker":"Daniel Viduya","startTime":1208.85,"endTime":1214.31,"body":"comes the, the guarantee, is"},{"speaker":"Daniel Viduya","startTime":1214.31,"endTime":1217.76,"body":"there a guarantee that what"},{"speaker":"Daniel Viduya","startTime":1214.31,"endTime":1217.76,"body":"you've given to them from the"},{"speaker":"Daniel Viduya","startTime":1217.76,"endTime":1221.24,"body":"beginning, is actually working."},{"speaker":"Daniel Viduya","startTime":1217.76,"endTime":1221.24,"body":"So in short, is simply the"},{"speaker":"Daniel Viduya","startTime":1221.24,"endTime":1223.88,"body":"integrity of the sale? Are you"},{"speaker":"Daniel Viduya","startTime":1221.24,"endTime":1223.88,"body":"going to be honoring that"},{"speaker":"Daniel Viduya","startTime":1223.88,"endTime":1227.12,"body":"guarantee? Are you going to be"},{"speaker":"Daniel Viduya","startTime":1223.88,"endTime":1227.12,"body":"presenting yourself proactively"},{"speaker":"Daniel Viduya","startTime":1227.12,"endTime":1231.89,"body":"about that guarantee, that's"},{"speaker":"Daniel Viduya","startTime":1227.12,"endTime":1231.89,"body":"number two. And finally, this is"},{"speaker":"Daniel Viduya","startTime":1231.89,"endTime":1236.63,"body":"a very touchy point, which many"},{"speaker":"Daniel Viduya","startTime":1231.89,"endTime":1236.63,"body":"of the listeners might disagree"},{"speaker":"Daniel Viduya","startTime":1236.66,"endTime":1239.75,"body":"with, or if they might also"},{"speaker":"Daniel Viduya","startTime":1236.66,"endTime":1239.75,"body":"agree with, but in my"},{"speaker":"Daniel Viduya","startTime":1239.75,"endTime":1242.51,"body":"experience, I've worked with"},{"speaker":"Daniel Viduya","startTime":1239.75,"endTime":1242.51,"body":"many industries before I was"},{"speaker":"Daniel Viduya","startTime":1242.51,"endTime":1245.51,"body":"also a customer service"},{"speaker":"Daniel Viduya","startTime":1242.51,"endTime":1245.51,"body":"representative for a specific"},{"speaker":"Daniel Viduya","startTime":1245.51,"endTime":1250.97,"body":"software before, but I was bound"},{"speaker":"Daniel Viduya","startTime":1245.51,"endTime":1250.97,"body":"to by the rules and the, you"},{"speaker":"Daniel Viduya","startTime":1250.97,"endTime":1252.92,"body":"know, the rules of the Congress,"},{"speaker":"Daniel Viduya","startTime":1250.97,"endTime":1252.92,"body":"like you have to do this, you"},{"speaker":"Daniel Viduya","startTime":1252.92,"endTime":1256.01,"body":"have to sustain this, if this is"},{"speaker":"Daniel Viduya","startTime":1252.92,"endTime":1256.01,"body":"the policy, this is the policy."},{"speaker":"Daniel Viduya","startTime":1256.43,"endTime":1262.37,"body":"But as a brand leader, as as a"},{"speaker":"Daniel Viduya","startTime":1256.43,"endTime":1262.37,"body":"leader, I highly encourage you"},{"speaker":"Daniel Viduya","startTime":1262.4,"endTime":1267.23,"body":"to encourage your team members"},{"speaker":"Daniel Viduya","startTime":1262.4,"endTime":1267.23,"body":"that if your customers do have a"},{"speaker":"Daniel Viduya","startTime":1267.23,"endTime":1271.4,"body":"valid complaint, and even if"},{"speaker":"Daniel Viduya","startTime":1267.23,"endTime":1271.4,"body":"they were bound by policy, you"},{"speaker":"Daniel Viduya","startTime":1271.4,"endTime":1274.76,"body":"should ask yourself, Is this"},{"speaker":"Daniel Viduya","startTime":1271.4,"endTime":1274.76,"body":"policy actually doing right by"},{"speaker":"Daniel Viduya","startTime":1274.76,"endTime":1278.18,"body":"our customers. And the reason"},{"speaker":"Daniel Viduya","startTime":1274.76,"endTime":1278.18,"body":"why I say this is that that"},{"speaker":"Daniel Viduya","startTime":1278.18,"endTime":1283.16,"body":"actually affects your brand"},{"speaker":"Daniel Viduya","startTime":1278.18,"endTime":1283.16,"body":"overall, some customers have"},{"speaker":"Daniel Viduya","startTime":1283.16,"endTime":1285.86,"body":"raised out, you know, have"},{"speaker":"Daniel Viduya","startTime":1283.16,"endTime":1285.86,"body":"raised a very valid point that"},{"speaker":"Daniel Viduya","startTime":1285.86,"endTime":1289.46,"body":"they do have a problem with a"},{"speaker":"Daniel Viduya","startTime":1285.86,"endTime":1289.46,"body":"product. See, for example, you"},{"speaker":"Daniel Viduya","startTime":1289.46,"endTime":1294.32,"body":"know, the the the software that"},{"speaker":"Daniel Viduya","startTime":1289.46,"endTime":1294.32,"body":"has been given to them was, was"},{"speaker":"Daniel Viduya","startTime":1294.32,"endTime":1297.53,"body":"actually not working, even after"},{"speaker":"Daniel Viduya","startTime":1294.32,"endTime":1297.53,"body":"a certain period of time. But"},{"speaker":"Daniel Viduya","startTime":1297.53,"endTime":1299.81,"body":"then, you know, see, for"},{"speaker":"Daniel Viduya","startTime":1297.53,"endTime":1299.81,"body":"example, you the bottle"},{"speaker":"Daniel Viduya","startTime":1299.81,"endTime":1303.2,"body":"software, there's three month"},{"speaker":"Daniel Viduya","startTime":1299.81,"endTime":1303.2,"body":"guarantee, on three and a half"},{"speaker":"Daniel Viduya","startTime":1303.2,"endTime":1307.07,"body":"weeks, it no longer works, we're"},{"speaker":"Daniel Viduya","startTime":1303.2,"endTime":1307.07,"body":"clearly it was not an error that"},{"speaker":"Daniel Viduya","startTime":1307.07,"endTime":1309.77,"body":"they committed, but simply it"},{"speaker":"Daniel Viduya","startTime":1307.07,"endTime":1309.77,"body":"was the software itself, should"},{"speaker":"Daniel Viduya","startTime":1309.77,"endTime":1313.07,"body":"we not be giving them doing"},{"speaker":"Daniel Viduya","startTime":1309.77,"endTime":1313.07,"body":"right by them by replacing that"},{"speaker":"Daniel Viduya","startTime":1313.07,"endTime":1318.65,"body":"software, giving them a refund."},{"speaker":"Daniel Viduya","startTime":1313.07,"endTime":1318.65,"body":"Or if I may go in length here"},{"speaker":"Daniel Viduya","startTime":1318.65,"endTime":1321.8,"body":"and say, like the cell phone,"},{"speaker":"Daniel Viduya","startTime":1318.65,"endTime":1321.8,"body":"the cell phone right here, you"},{"speaker":"Daniel Viduya","startTime":1321.8,"endTime":1324.47,"body":"know, the cell phone, that I'm"},{"speaker":"Daniel Viduya","startTime":1321.8,"endTime":1324.47,"body":"not going to mention a name for"},{"speaker":"Daniel Viduya","startTime":1324.47,"endTime":1327.8,"body":"ethical purposes, this cell"},{"speaker":"Daniel Viduya","startTime":1324.47,"endTime":1327.8,"body":"phone, and this computer that"},{"speaker":"Daniel Viduya","startTime":1327.8,"endTime":1330.8,"body":"I'm using says, Look, this"},{"speaker":"Daniel Viduya","startTime":1327.8,"endTime":1330.8,"body":"computer should last you long,"},{"speaker":"Daniel Viduya","startTime":1330.83,"endTime":1333.8,"body":"the reason why you should be"},{"speaker":"Daniel Viduya","startTime":1330.83,"endTime":1333.8,"body":"investing money, this computers"},{"speaker":"Daniel Viduya","startTime":1333.8,"endTime":1336.5,"body":"that we could do better, you"},{"speaker":"Daniel Viduya","startTime":1333.8,"endTime":1336.5,"body":"know, this would outlive the"},{"speaker":"Daniel Viduya","startTime":1336.5,"endTime":1340.76,"body":"other competing computer that he"},{"speaker":"Daniel Viduya","startTime":1336.5,"endTime":1340.76,"body":"used to have. And one year down"},{"speaker":"Daniel Viduya","startTime":1340.76,"endTime":1343.43,"body":"the line, I find out that the"},{"speaker":"Daniel Viduya","startTime":1340.76,"endTime":1343.43,"body":"battery life is already"},{"speaker":"Daniel Viduya","startTime":1343.43,"endTime":1347.06,"body":"diminishing, or that the"},{"speaker":"Daniel Viduya","startTime":1343.43,"endTime":1347.06,"body":"software does is not compatible"},{"speaker":"Daniel Viduya","startTime":1347.06,"endTime":1350.78,"body":"with Zoom. And I have to"},{"speaker":"Daniel Viduya","startTime":1347.06,"endTime":1350.78,"body":"actually shell out a significant"},{"speaker":"Daniel Viduya","startTime":1350.78,"endTime":1353.75,"body":"amount of money, just to be able"},{"speaker":"Daniel Viduya","startTime":1350.78,"endTime":1353.75,"body":"to roll back to the other"},{"speaker":"Daniel Viduya","startTime":1353.75,"endTime":1357.14,"body":"software and recover everything."},{"speaker":"Daniel Viduya","startTime":1353.75,"endTime":1357.14,"body":"And I call it luck. Is there any"},{"speaker":"Daniel Viduya","startTime":1357.14,"endTime":1359.3,"body":"compensation I could get here?"},{"speaker":"Daniel Viduya","startTime":1357.14,"endTime":1359.3,"body":"Is there any additional support?"},{"speaker":"Daniel Viduya","startTime":1359.3,"endTime":1361.88,"body":"I could get here? No. Because"},{"speaker":"Daniel Viduya","startTime":1359.3,"endTime":1361.88,"body":"you were not covered by this"},{"speaker":"Daniel Viduya","startTime":1361.91,"endTime":1366.05,"body":"specific coverage, you can no"},{"speaker":"Daniel Viduya","startTime":1361.91,"endTime":1366.05,"body":"longer get it. So is that right?"},{"speaker":"Daniel Viduya","startTime":1366.41,"endTime":1370.19,"body":"Exactly. So was it right? By"},{"speaker":"Daniel Viduya","startTime":1366.41,"endTime":1370.19,"body":"policy? Yes, they were bound to"},{"speaker":"Daniel Viduya","startTime":1370.19,"endTime":1374.75,"body":"do that. But was it actually"},{"speaker":"Daniel Viduya","startTime":1370.19,"endTime":1374.75,"body":"right? Right? That's the thing."},{"speaker":"Daniel Viduya","startTime":1374.9,"endTime":1378.44,"body":"So even if they are bound by"},{"speaker":"Daniel Viduya","startTime":1374.9,"endTime":1378.44,"body":"policy, consider yourselves to"},{"speaker":"Daniel Viduya","startTime":1378.44,"endTime":1381.68,"body":"give great customer experience."},{"speaker":"Daniel Viduya","startTime":1378.44,"endTime":1381.68,"body":"Are you doing right by your"},{"speaker":"Daniel Viduya","startTime":1381.68,"endTime":1385.13,"body":"customers by binding yourself to"},{"speaker":"Daniel Viduya","startTime":1381.68,"endTime":1385.13,"body":"this policy? By binding yourself"},{"speaker":"Daniel Viduya","startTime":1385.13,"endTime":1389.03,"body":"to this policy? If not, you"},{"speaker":"Daniel Viduya","startTime":1385.13,"endTime":1389.03,"body":"might want to revisit that. Or"},{"speaker":"Daniel Viduya","startTime":1389.03,"endTime":1393.5,"body":"you might want to negotiate with"},{"speaker":"Daniel Viduya","startTime":1389.03,"endTime":1393.5,"body":"your customers. That's just my"},{"speaker":"Daniel Viduya","startTime":1393.5,"endTime":1394.1,"body":"advice."},{"speaker":"Matt Wolach","startTime":1394.82,"endTime":1396.56,"body":"I love it. I think"},{"speaker":"Matt Wolach","startTime":1394.82,"endTime":1396.56,"body":"it's great advice. I hope"},{"speaker":"Matt Wolach","startTime":1396.56,"endTime":1399.32,"body":"everybody out there takes it"},{"speaker":"Matt Wolach","startTime":1396.56,"endTime":1399.32,"body":"wholeheartedly. This has been"},{"speaker":"Matt Wolach","startTime":1399.32,"endTime":1401.75,"body":"fun at the time has just flown"},{"speaker":"Matt Wolach","startTime":1399.32,"endTime":1401.75,"body":"by I've just been soaking up"},{"speaker":"Matt Wolach","startTime":1401.75,"endTime":1403.73,"body":"everything you've been saying,"},{"speaker":"Matt Wolach","startTime":1401.75,"endTime":1403.73,"body":"Daniel, I want to make sure"},{"speaker":"Matt Wolach","startTime":1403.73,"endTime":1406.4,"body":"everybody gets to know you and"},{"speaker":"Matt Wolach","startTime":1403.73,"endTime":1406.4,"body":"support zebra. So how best can"},{"speaker":"Matt Wolach","startTime":1406.4,"endTime":1407.06,"body":"they learn more?"},{"speaker":"Daniel Viduya","startTime":1408.23,"endTime":1409.76,"body":"They can reach"},{"speaker":"Daniel Viduya","startTime":1408.23,"endTime":1409.76,"body":"out to me through LinkedIn, I'm"},{"speaker":"Daniel Viduya","startTime":1409.76,"endTime":1413.15,"body":"available through LinkedIn, you"},{"speaker":"Daniel Viduya","startTime":1409.76,"endTime":1413.15,"body":"could find me down the NVIDIA or"},{"speaker":"Daniel Viduya","startTime":1413.18,"endTime":1415.52,"body":"the I could also go ahead and"},{"speaker":"Daniel Viduya","startTime":1413.18,"endTime":1415.52,"body":"give a link where they could"},{"speaker":"Daniel Viduya","startTime":1415.52,"endTime":1418.58,"body":"meet me and they don't"},{"speaker":"Daniel Viduya","startTime":1415.52,"endTime":1418.58,"body":"necessarily have to sign up for"},{"speaker":"Daniel Viduya","startTime":1418.58,"endTime":1421.43,"body":"support zebra, if you just have"},{"speaker":"Daniel Viduya","startTime":1418.58,"endTime":1421.43,"body":"any questions, any burning"},{"speaker":"Daniel Viduya","startTime":1421.43,"endTime":1424.97,"body":"concerns that you know talk"},{"speaker":"Daniel Viduya","startTime":1421.43,"endTime":1424.97,"body":"about their brand, I'm happy to"},{"speaker":"Daniel Viduya","startTime":1424.97,"endTime":1428.45,"body":"give that advice. It doesn't"},{"speaker":"Daniel Viduya","startTime":1424.97,"endTime":1428.45,"body":"have to be a sale every single"},{"speaker":"Daniel Viduya","startTime":1428.45,"endTime":1431.87,"body":"time. So I hereby promise that"},{"speaker":"Daniel Viduya","startTime":1428.45,"endTime":1431.87,"body":"I'm not going to be a hard"},{"speaker":"Daniel Viduya","startTime":1431.87,"endTime":1434.57,"body":"seller because that's not who I"},{"speaker":"Daniel Viduya","startTime":1431.87,"endTime":1434.57,"body":"am. But simply if you want to"},{"speaker":"Daniel Viduya","startTime":1434.57,"endTime":1436.67,"body":"learn more about support zebra"},{"speaker":"Daniel Viduya","startTime":1434.57,"endTime":1436.67,"body":"if you want to learn more about"},{"speaker":"Daniel Viduya","startTime":1436.67,"endTime":1440.3,"body":"our secrets about what do we do?"},{"speaker":"Daniel Viduya","startTime":1436.67,"endTime":1440.3,"body":"And how do we make it work?"},{"speaker":"Daniel Viduya","startTime":1440.51,"endTime":1442.82,"body":"Happy to give that information"},{"speaker":"Daniel Viduya","startTime":1440.51,"endTime":1442.82,"body":"to you? Should you want to take"},{"speaker":"Daniel Viduya","startTime":1442.82,"endTime":1445.73,"body":"this internally? Should you want"},{"speaker":"Daniel Viduya","startTime":1442.82,"endTime":1445.73,"body":"to apply this and solve your own"},{"speaker":"Daniel Viduya","startTime":1445.73,"endTime":1448.34,"body":"problems. Happy to share"},{"speaker":"Daniel Viduya","startTime":1445.73,"endTime":1448.34,"body":"everything that I know."},{"speaker":"Matt Wolach","startTime":1449.42,"endTime":1451.13,"body":"Okay, perfect. And"},{"speaker":"Matt Wolach","startTime":1449.42,"endTime":1451.13,"body":"we'll make sure to put those"},{"speaker":"Matt Wolach","startTime":1451.13,"endTime":1455.51,"body":"links into the description down"},{"speaker":"Matt Wolach","startTime":1451.13,"endTime":1455.51,"body":"below in the show notes. So Well"},{"speaker":"Matt Wolach","startTime":1455.51,"endTime":1457.64,"body":"Daniel, thank you so much for"},{"speaker":"Matt Wolach","startTime":1455.51,"endTime":1457.64,"body":"coming on the show. This has"},{"speaker":"Matt Wolach","startTime":1457.64,"endTime":1458.21,"body":"been great."},{"speaker":"Daniel Viduya","startTime":1459.05,"endTime":1461.63,"body":"This has been"},{"speaker":"Daniel Viduya","startTime":1459.05,"endTime":1461.63,"body":"great to Matt, thank you so"},{"speaker":"Daniel Viduya","startTime":1461.63,"endTime":1468.68,"body":"much. I just wanted to leave"},{"speaker":"Daniel Viduya","startTime":1461.63,"endTime":1468.68,"body":"this saying and you know, like"},{"speaker":"Daniel Viduya","startTime":1468.8,"endTime":1472.94,"body":"philosophy to everyone here. As"},{"speaker":"Daniel Viduya","startTime":1468.8,"endTime":1472.94,"body":"you run your business. Remember"},{"speaker":"Daniel Viduya","startTime":1472.97,"endTime":1478.19,"body":"that humility and equality just"},{"speaker":"Daniel Viduya","startTime":1472.97,"endTime":1478.19,"body":"rows it all in together when you"},{"speaker":"Daniel Viduya","startTime":1478.19,"endTime":1480.26,"body":"treat your customers like"},{"speaker":"Daniel Viduya","startTime":1478.19,"endTime":1480.26,"body":"humans, when you treat your team"},{"speaker":"Daniel Viduya","startTime":1480.26,"endTime":1483.95,"body":"members like humans, when you"},{"speaker":"Daniel Viduya","startTime":1480.26,"endTime":1483.95,"body":"humble yourself, everything will"},{"speaker":"Daniel Viduya","startTime":1483.95,"endTime":1486.05,"body":"just come through all together."},{"speaker":"Daniel Viduya","startTime":1483.95,"endTime":1486.05,"body":"And when you do right by your"},{"speaker":"Daniel Viduya","startTime":1486.05,"endTime":1489.05,"body":"customers, everything will just"},{"speaker":"Daniel Viduya","startTime":1486.05,"endTime":1489.05,"body":"come through all together. When"},{"speaker":"Daniel Viduya","startTime":1489.05,"endTime":1491.75,"body":"you agree give great customer"},{"speaker":"Daniel Viduya","startTime":1489.05,"endTime":1491.75,"body":"experiences to your customers."},{"speaker":"Daniel Viduya","startTime":1492.11,"endTime":1495.47,"body":"Your revenue will simply grow"},{"speaker":"Daniel Viduya","startTime":1492.11,"endTime":1495.47,"body":"naturally. So that is all for"},{"speaker":"Daniel Viduya","startTime":1495.47,"endTime":1497.6,"body":"me. Thank you for having me"},{"speaker":"Daniel Viduya","startTime":1495.47,"endTime":1497.6,"body":"today, Matt. I really appreciate"},{"speaker":"Daniel Viduya","startTime":1497.6,"endTime":1497.87,"body":"it."},{"speaker":"Matt Wolach","startTime":1498.41,"endTime":1500.21,"body":"You're welcome. It"},{"speaker":"Matt Wolach","startTime":1498.41,"endTime":1500.21,"body":"was great having you here. and"},{"speaker":"Matt Wolach","startTime":1500.21,"endTime":1502.34,"body":"everybody else out there. Thank"},{"speaker":"Matt Wolach","startTime":1500.21,"endTime":1502.34,"body":"you very much for being here."},{"speaker":"Matt Wolach","startTime":1502.34,"endTime":1505.13,"body":"Hope you enjoyed the show. Make"},{"speaker":"Matt Wolach","startTime":1502.34,"endTime":1505.13,"body":"sure you're subscribed hit that"},{"speaker":"Matt Wolach","startTime":1505.13,"endTime":1507.26,"body":"subscribe button. That way"},{"speaker":"Matt Wolach","startTime":1505.13,"endTime":1507.26,"body":"you're not gonna miss out on any"},{"speaker":"Matt Wolach","startTime":1507.26,"endTime":1509.66,"body":"other leaders like Daniel"},{"speaker":"Matt Wolach","startTime":1507.26,"endTime":1509.66,"body":"sharing their experiences and"},{"speaker":"Matt Wolach","startTime":1509.66,"endTime":1512.66,"body":"their wisdom with you. So hit"},{"speaker":"Matt Wolach","startTime":1509.66,"endTime":1512.66,"body":"that and then we will see you"},{"speaker":"Matt Wolach","startTime":1512.66,"endTime":1513.74,"body":"next time. Take care."},{"speaker":"Unknown","startTime":1516.35,"endTime":1519.89,"body":"Thanks for listening to"},{"speaker":"Unknown","startTime":1516.35,"endTime":1519.89,"body":"Scale Your SaaS for more help on"},{"speaker":"Unknown","startTime":1519.89,"endTime":1524.39,"body":"finding great leads and closing"},{"speaker":"Unknown","startTime":1519.89,"endTime":1524.39,"body":"more deals. Go to Mattwolach.com"}]}