Latest / Outside the Box with Asendia USA: The International e-Commerce Podcast / 16 part 2: The Impact of Global Logistics on the Subscriber Experience

Transcript

16 part 2: The Impact of Global Logistics on the Subscriber Experience · Outside the Box with Asendia USA: The International e-Commerce Podcast

• 0:00
  You
• 0:00
  know,
• 0:00
  I
• 0:00
  subscribe
• 0:00
  to
• 0:01
  a
• 0:02
  protein
• 0:03
  shake
• 0:04
  called
• 0:04
  Cachava.
• 0:05
  It
• 0:05
  only
• 0:06
  lasts
• 0:06
  30
• 0:06
  days.
• 0:07
  Show
• 0:07
  us
• 0:07
  the
• 0:07
  stuff,
• 0:08
  man.
• 0:08
  Show
• 0:08
  what
• 0:08
  you
• 0:08
  got
• 0:09
  going
• 0:09
  on.
• 0:09
  I'm
• 0:09
  just
• 0:09
  kidding.
• 0:10
  Go
• 0:10
  ahead.
• 0:10
  Yeah.
• 0:11
  That's
• 0:11
  for
• 0:11
  another
• 0:12
  day.
• 0:12
  That's
• 0:12
  for
• 0:12
  another
• 0:12
  time.
• 0:13
  This
• 0:13
  is
• 0:13
  Outside
• 0:14
  the
• 0:14
  Box
• 0:15
  with
• 0:16
  Asendia
• 0:16
  USA,
• 0:17
  a
• 0:17
  podcast
• 0:17
  educating
• 0:18
  US
• 0:18
  based
• 0:19
  brands,
• 0:19
  marketplaces
• 0:20
  and
• 0:20
  e
• 0:20
  tailers
• 0:21
  on
• 0:21
  international
• 0:22
  shipping
• 0:22
  topics
• 0:23
  and
• 0:23
  how
• 0:23
  they
• 0:23
  can
• 0:23
  expand
• 0:24
  their
• 0:24
  global
• 0:25
  e
• 0:25
  commerce
• 0:25
  footprint.
• 0:27
  Welcome
• 0:28
  back
• 0:28
  to
• 0:28
  part
• 0:28
  two
• 0:29
  of
• 0:29
  our
• 0:29
  episode
• 0:30
  talking
• 0:30
  about
• 0:30
  the
• 0:30
  subscriber
• 0:31
  experience
• 0:31
  from
• 0:32
  Outside
• 0:32
  the
• 0:32
  box
• 0:32
  with
• 0:32
  Asendia
• 0:33
  USA
• 0:33
  podcast
• 0:34
  with
• 0:34
  our
• 0:34
  special
• 0:34
  guests
• 0:35
  John
• 0:35
  Hodgi
• 0:36
  and
• 0:36
  John
• 0:36
  Roman.
• 0:37
  So
• 0:37
  one
• 0:37
  of
• 0:38
  the
• 0:38
  things
• 0:38
  Nick
• 0:38
  and
• 0:38
  I
• 0:38
  were
• 0:38
  talking
• 0:39
  about
• 0:39
  in
• 0:39
  preparing
• 0:39
  for
• 0:40
  to
• 0:40
  meet
• 0:40
  with
• 0:40
  you
• 0:40
  guys
• 0:41
  today
• 0:41
  was
• 0:41
  on
• 0:42
  subscription
• 0:42
  boxes
• 0:43
  specifically.
• 0:43
  So
• 0:44
  I,
• 0:44
  well,
• 0:44
  the
• 0:45
  way
• 0:45
  I
• 0:45
  think
• 0:45
  about
• 0:45
  it,
• 0:45
  if
• 0:46
  I
• 0:46
  put
• 0:46
  an
• 0:46
  order
• 0:46
  in,
• 0:47
  I'm
• 0:48
  working
• 0:48
  on
• 0:48
  my
• 0:48
  car
• 0:49
  in
• 0:49
  the,
• 0:49
  in
• 0:49
  the,
• 0:49
  in
• 0:49
  the
• 0:50
  yard
• 0:50
  here
• 0:50
  and
• 0:50
  I
• 0:50
  need
• 0:51
  to
• 0:51
  get
• 0:51
  a
• 0:51
  part
• 0:52
  for
• 0:52
  a
• 0:52
  car
• 0:52
  and
• 0:52
  I'm
• 0:53
  waiting
• 0:53
  on
• 0:53
  that
• 0:53
  part
• 0:54
  to
• 0:54
  come.
• 0:54
  Delivery
• 0:55
  time
• 0:55
  matters
• 0:55
  to
• 0:55
  me.
• 0:56
  Delivery
• 0:56
  day
• 0:56
  matters
• 0:57
  to
• 0:57
  me.
• 0:57
  How
• 0:58
  that
• 0:58
  that
• 0:59
  item
• 0:59
  sticks
• 1:00
  to
• 1:00
  that
• 1:00
  SLA
• 1:00
  matters
• 1:01
  to
• 1:01
  me.
• 1:01
  Right.
• 1:02
  But
• 1:02
  when
• 1:02
  it
• 1:02
  comes
• 1:02
  to
• 1:02
  a
• 1:02
  subscription
• 1:03
  box
• 1:03
  model
• 1:04
  where
• 1:04
  I
• 1:04
  get
• 1:05
  a
• 1:05
  delivery
• 1:06
  once
• 1:06
  a
• 1:06
  month
• 1:06
  of
• 1:07
  30
• 1:07
  things
• 1:07
  that
• 1:08
  are
• 1:08
  going
• 1:08
  to
• 1:08
  last
• 1:08
  me
• 1:08
  throughout
• 1:09
  the
• 1:09
  month,
• 1:09
  or,
• 1:10
  or
• 1:11
  if
• 1:11
  it's
• 1:11
  more
• 1:11
  of
• 1:12
  a
• 1:12
  battle
• 1:12
  box
• 1:12
  method
• 1:13
  where
• 1:13
  it's,
• 1:14
  you
• 1:14
  know,
• 1:14
  10
• 1:14
  or
• 1:15
  15,
• 1:15
  20
• 1:15
  items
• 1:16
  that
• 1:16
  are
• 1:16
  now
• 1:16
  going
• 1:17
  to
• 1:17
  add
• 1:17
  to
• 1:18
  my
• 1:18
  repertoire
• 1:19
  of
• 1:19
  items
• 1:19
  for
• 1:19
  survival
• 1:20
  or
• 1:20
  for
• 1:21
  camping
• 1:22
  or
• 1:22
  whatever
• 1:22
  it
• 1:22
  is,
• 1:24
  the
• 1:25
  delivery
• 1:25
  date
• 1:26
  might
• 1:26
  not
• 1:26
  matter
• 1:26
  as
• 1:26
  much
• 1:27
  there.
• 1:27
  Right.
• 1:27
  Because
• 1:27
  it's
• 1:27
  saying
• 1:28
  I'm
• 1:28
  just
• 1:28
  getting
• 1:29
  my
• 1:29
  monthly
• 1:29
  stipend,
• 1:30
  I'm
• 1:30
  getting
• 1:30
  my
• 1:30
  monthly
• 1:31
  subscription,
• 1:31
  I'm
• 1:32
  adding
• 1:32
  it
• 1:32
  to
• 1:32
  my
• 1:32
  repertoire.
• 1:33
  Things
• 1:33
  I
• 1:34
  have.
• 1:34
  It
• 1:34
  100%
• 1:35
  matters.
• 1:36
  Yeah,
• 1:36
  it
• 1:36
  100%
• 1:37
  matters.
• 1:37
  It
• 1:37
  does.
• 1:38
  So
• 1:38
  do
• 1:39
  you
• 1:39
  see
• 1:39
  more
• 1:40
  of.
• 1:41
  I
• 1:41
  guess
• 1:41
  the
• 1:41
  question
• 1:42
  is
• 1:42
  from
• 1:42
  the
• 1:43
  subscriber
• 1:43
  space,
• 1:45
  what
• 1:45
  matters
• 1:46
  more
• 1:46
  for
• 1:46
  you
• 1:46
  guys?
• 1:47
  Is
• 1:47
  it
• 1:48
  time?
• 1:49
  Is
• 1:49
  it
• 1:49
  delivery
• 1:50
  day?
• 1:50
  Is
• 1:50
  it
• 1:51
  visibility?
• 1:51
  Is
• 1:51
  it
• 1:52
  tracking?
• 1:52
  So
• 1:52
  what
• 1:52
  is
• 1:53
  the.
• 1:53
  If
• 1:53
  you
• 1:53
  had
• 1:54
  to
• 1:54
  make
• 1:54
  your
• 1:54
  perfect
• 1:55
  scenario,
• 1:56
  what
• 1:56
  are
• 1:56
  the
• 1:56
  things
• 1:56
  that
• 1:56
  you
• 1:57
  would
• 1:57
  be
• 1:57
  able
• 1:57
  to
• 1:57
  provide
• 1:57
  to
• 1:58
  your
• 1:58
  customers
• 1:59
  for
• 1:59
  post
• 1:59
  purchase
• 2:00
  experience?
• 2:01
  Yeah,
• 2:01
  so,
• 2:02
  so,
• 2:02
  so
• 2:02
  time
• 2:03
  and
• 2:03
  time
• 2:03
  and
• 2:04
  tracking.
• 2:04
  Visibility,
• 2:05
  right?
• 2:07
  Yeah.
• 2:07
  So
• 2:07
  we,
• 2:08
  so
• 2:09
  yes,
• 2:09
  it's
• 2:11
  the
• 2:11
  membership
• 2:12
  that
• 2:12
  we
• 2:12
  do
• 2:12
  is
• 2:12
  a
• 2:12
  subscription
• 2:13
  box.
• 2:14
  So
• 2:14
  it's,
• 2:15
  it's
• 2:16
  ends
• 2:16
  up
• 2:16
  about
• 2:17
  seven
• 2:17
  to
• 2:17
  eight
• 2:18
  items.
• 2:18
  But
• 2:19
  it's
• 2:19
  the,
• 2:20
  it's
• 2:20
  a
• 2:20
  drop
• 2:21
  model.
• 2:21
  Everyone
• 2:22
  is
• 2:22
  getting
• 2:22
  the
• 2:22
  same
• 2:22
  thing.
• 2:24
  So
• 2:24
  time
• 2:24
  and
• 2:25
  delivery
• 2:26
  matter
• 2:26
  greatly
• 2:27
  because
• 2:27
  it's
• 2:28
  the
• 2:28
  model
• 2:29
  of
• 2:29
  discovery
• 2:30
  and
• 2:30
  mystery.
• 2:32
  Everybody
• 2:33
  needs
• 2:33
  to
• 2:33
  get
• 2:33
  their
• 2:33
  box
• 2:34
  around
• 2:34
  the
• 2:34
  same
• 2:35
  time
• 2:35
  because
• 2:36
  if
• 2:36
  someone
• 2:36
  gets
• 2:36
  it
• 2:37
  wildly
• 2:37
  late,
• 2:38
  the
• 2:38
  surprise
• 2:39
  is
• 2:39
  ruined.
• 2:39
  Part
• 2:40
  of
• 2:40
  that
• 2:40
  Experience
• 2:41
  of
• 2:41
  finding
• 2:41
  out
• 2:41
  what's
• 2:42
  in
• 2:42
  the
• 2:42
  latest
• 2:42
  drop
• 2:43
  is
• 2:44
  lost.
• 2:44
  So
• 2:45
  it
• 2:45
  matters
• 2:46
  greatly.
• 2:48
  So
• 2:48
  timing
• 2:49
  delivery
• 2:49
  tracking.
• 2:50
  I
• 2:51
  think
• 2:51
  consumers
• 2:52
  are
• 2:53
  typically,
• 2:54
  if
• 2:54
  they
• 2:54
  have
• 2:54
  the
• 2:54
  information,
• 2:56
  it's
• 2:57
  acceptable
• 2:57
  if
• 2:57
  something
• 2:58
  goes
• 2:58
  awry.
• 2:59
  Right.
• 3:00
  If
• 3:00
  tracking
• 3:00
  is
• 3:01
  taking
• 3:01
  an
• 3:01
  extra
• 3:01
  two
• 3:02
  days,
• 3:02
  but
• 3:03
  they
• 3:03
  have
• 3:04
  the
• 3:04
  visibility
• 3:05
  on
• 3:05
  tracking
• 3:05
  and
• 3:06
  what's
• 3:06
  going
• 3:06
  on.
• 3:08
  I
• 3:08
  think
• 3:08
  in
• 3:09
  today's
• 3:09
  day
• 3:09
  and
• 3:09
  age,
• 3:10
  they're
• 3:11
  not
• 3:11
  going
• 3:11
  to
• 3:11
  blame
• 3:12
  the
• 3:12
  brand
• 3:13
  immediately.
• 3:13
  Right.
• 3:14
  There's
• 3:14
  a
• 3:14
  little
• 3:15
  bit
• 3:15
  of
• 3:15
  leniency
• 3:16
  if
• 3:16
  the
• 3:16
  information
• 3:17
  is
• 3:17
  at
• 3:17
  least
• 3:17
  being
• 3:17
  provided.
• 3:18
  Heading
• 3:19
  to
• 3:19
  Sub
• 3:19
  Summit
• 3:20
  in
• 3:20
  Dallas
• 3:21
  from
• 3:21
  May
• 3:21
  28th
• 3:21
  to
• 3:22
  30th,
• 3:22
  seize
• 3:23
  the
• 3:23
  opportunity
• 3:24
  to
• 3:24
  supercharge
• 3:25
  your
• 3:25
  global
• 3:25
  e
• 3:26
  Commerce
• 3:26
  expansion.
• 3:27
  Book
• 3:27
  a
• 3:27
  one
• 3:27
  on
• 3:28
  one
• 3:28
  hosted
• 3:28
  meeting
• 3:29
  session
• 3:29
  with
• 3:29
  Nick
• 3:30
  Agnetti,
• 3:30
  Enterprise
• 3:31
  Sales
• 3:31
  Executive
• 3:32
  at
• 3:32
  Asendia
• 3:33
  USA,
• 3:33
  and
• 3:34
  uncover
• 3:34
  strategies
• 3:35
  to
• 3:35
  seamlessly
• 3:36
  grow
• 3:36
  your
• 3:37
  business
• 3:37
  into
• 3:37
  Mexico,
• 3:38
  Canada
• 3:39
  and
• 3:39
  beyond.
• 3:40
  Don't
• 3:40
  miss
• 3:41
  your
• 3:41
  chance
• 3:41
  to
• 3:41
  break
• 3:42
  into
• 3:42
  new
• 3:42
  markets
• 3:43
  and
• 3:43
  grow
• 3:43
  your
• 3:43
  sub
• 3:44
  box
• 3:44
  business
• 3:44
  to
• 3:44
  the
• 3:45
  next
• 3:45
  level.
• 3:46
  Yeah.
• 3:46
  What
• 3:47
  kind
• 3:47
  of
• 3:47
  impact
• 3:47
  do
• 3:47
  you
• 3:48
  guys
• 3:48
  see
• 3:48
  that
• 3:49
  delivery
• 3:49
  experience
• 3:50
  having
• 3:50
  on
• 3:50
  your
• 3:50
  subscriber
• 3:51
  Churn.
• 3:51
  Right.
• 3:52
  So
• 3:52
  there
• 3:52
  must
• 3:52
  be,
• 3:53
  you
• 3:53
  know,
• 3:53
  people
• 3:53
  that
• 3:53
  drop
• 3:53
  in,
• 3:54
  drop
• 3:54
  out
• 3:54
  based
• 3:54
  on
• 3:55
  one
• 3:55
  bed
• 3:55
  experience,
• 3:56
  maybe.
• 3:56
  So
• 3:57
  do
• 3:57
  you
• 3:57
  see
• 3:57
  that
• 3:57
  people
• 3:58
  have
• 4:00
  a
• 4:00
  tolerance
• 4:00
  for
• 4:01
  it
• 4:01
  or
• 4:01
  is
• 4:01
  it
• 4:01
  kind
• 4:01
  of,
• 4:02
  I
• 4:02
  gave
• 4:02
  it
• 4:02
  one
• 4:02
  shot
• 4:02
  and
• 4:03
  now
• 4:03
  I'm
• 4:03
  out.
• 4:06
  So,
• 4:06
  you
• 4:06
  know,
• 4:07
  we've
• 4:08
  had
• 4:08
  ebbs
• 4:08
  and
• 4:08
  flows
• 4:09
  through
• 4:09
  the
• 4:09
  10
• 4:10
  years
• 4:10
  we've
• 4:10
  done
• 4:10
  this
• 4:11
  on
• 4:11
  what
• 4:12
  that
• 4:12
  experience
• 4:12
  looks
• 4:13
  like.
• 4:14
  It's
• 4:14
  a
• 4:14
  great
• 4:14
  experience
• 4:15
  now.
• 4:15
  But
• 4:16
  I
• 4:16
  can,
• 4:16
  I
• 4:16
  can
• 4:16
  say
• 4:17
  with
• 4:17
  certainty
• 4:18
  when
• 4:18
  the
• 4:18
  experience
• 4:18
  was
• 4:19
  not
• 4:19
  great.
• 4:23
  It
• 4:23
  was
• 4:23
  a
• 4:23
  dumpster
• 4:24
  fire.
• 4:24
  Right.
• 4:25
  Churn
• 4:26
  was
• 4:26
  bad,
• 4:26
  no
• 4:26
  one
• 4:26
  was
• 4:27
  coming
• 4:27
  back,
• 4:29
  retention
• 4:30
  was
• 4:30
  not
• 4:30
  good.
• 4:31
  And
• 4:32
  it
• 4:32
  goes
• 4:32
  down
• 4:32
  to,
• 4:33
  you
• 4:33
  know,
• 4:33
  John
• 4:33
  Haji
• 4:34
  and
• 4:34
  I
• 4:34
  were
• 4:34
  chatting
• 4:35
  about
• 4:35
  it
• 4:35
  yesterday.
• 4:36
  You
• 4:36
  kind
• 4:36
  of
• 4:36
  hinted
• 4:37
  on
• 4:37
  it.
• 4:38
  It's
• 4:38
  the
• 4:38
  visibility,
• 4:39
  the
• 4:39
  experience.
• 4:41
  I
• 4:41
  remember
• 4:41
  there
• 4:42
  was,
• 4:42
  there
• 4:43
  was
• 4:44
  a
• 4:44
  decent
• 4:44
  period
• 4:45
  of
• 4:45
  time
• 4:45
  where
• 4:46
  they
• 4:46
  would
• 4:46
  get
• 4:47
  the
• 4:47
  initial
• 4:47
  scan
• 4:48
  when
• 4:51
  it
• 4:52
  hit
• 4:52
  Canada
• 4:53
  from
• 4:53
  the
• 4:54
  U.S.
• 4:54
  and
• 4:55
  then
• 4:55
  they
• 4:55
  wouldn't
• 4:55
  get
• 4:56
  scans
• 4:56
  at
• 4:56
  all.
• 4:57
  And
• 4:57
  if
• 4:57
  we
• 4:57
  get
• 4:58
  a
• 4:58
  final
• 4:58
  scan
• 4:59
  when
• 4:59
  it
• 4:59
  was
• 4:59
  basically
• 5:00
  on
• 5:00
  last
• 5:00
  mile
• 5:01
  and
• 5:01
  out
• 5:01
  for
• 5:01
  delivery.
• 5:02
  So
• 5:02
  you're
• 5:02
  talking,
• 5:03
  if
• 5:03
  you're
• 5:03
  talking
• 5:05
  east
• 5:05
  coast
• 5:05
  to
• 5:06
  west
• 5:06
  coast
• 5:06
  of
• 5:06
  Canada,
• 5:07
  you
• 5:07
  might
• 5:07
  be
• 5:07
  talking
• 5:08
  four
• 5:08
  days
• 5:08
  easy.
• 5:10
  Oh
• 5:10
  my
• 5:10
  gosh.
• 5:11
  At
• 5:11
  least.
• 5:11
  Yes.
• 5:12
  Yeah.
• 5:13
  You
• 5:13
  can
• 5:13
  only
• 5:13
  deal
• 5:13
  with
• 5:13
  that
• 5:14
  for
• 5:14
  so
• 5:14
  much.
• 5:14
  Right.
• 5:15
  And
• 5:15
  then
• 5:15
  you're
• 5:15
  like,
• 5:16
  well,
• 5:16
  why,
• 5:17
  why
• 5:17
  does
• 5:18
  Amazon
• 5:18
  get
• 5:19
  it
• 5:19
  to
• 5:19
  me
• 5:19
  so
• 5:19
  quickly
• 5:20
  and
• 5:20
  give
• 5:20
  me
• 5:20
  visibility.
• 5:21
  Yeah,
• 5:23
  you
• 5:23
  have
• 5:23
  to
• 5:23
  remember
• 5:24
  too,
• 5:24
  like
• 5:24
  when
• 5:25
  somebody
• 5:25
  checks
• 5:26
  out
• 5:26
  on
• 5:26
  a
• 5:26
  product,
• 5:27
  like
• 5:28
  the
• 5:28
  whole
• 5:29
  post
• 5:29
  checkout
• 5:30
  anxiety
• 5:31
  kicks
• 5:31
  in
• 5:32
  right
• 5:32
  now
• 5:32
  they're
• 5:32
  in
• 5:33
  this
• 5:33
  like
• 5:33
  waiting
• 5:33
  zone.
• 5:34
  They're
• 5:34
  like,
• 5:35
  okay,
• 5:35
  I'm
• 5:35
  waiting
• 5:35
  for
• 5:36
  my
• 5:36
  package.
• 5:36
  So
• 5:36
  it's
• 5:37
  Extremely
• 5:38
  important.
• 5:39
  And
• 5:39
  to
• 5:40
  allude
• 5:40
  to
• 5:40
  like
• 5:40
  what
• 5:41
  John
• 5:41
  Roman
• 5:41
  was
• 5:42
  saying.
• 5:42
  Like
• 5:43
  especially
• 5:43
  for
• 5:44
  the
• 5:44
  boxes,
• 5:44
  the
• 5:44
  subscription
• 5:45
  boxes
• 5:46
  that
• 5:46
  are
• 5:46
  discovering
• 5:47
  delight.
• 5:48
  Timing
• 5:48
  is
• 5:48
  so
• 5:48
  important.
• 5:49
  I
• 5:49
  can,
• 5:49
  I,
• 5:50
  when
• 5:50
  I
• 5:50
  was
• 5:50
  running
• 5:50
  gentleman's
• 5:51
  box,
• 5:52
  I
• 5:52
  can
• 5:52
  you
• 5:53
  know,
• 5:53
  count
• 5:53
  endless
• 5:54
  amount
• 5:54
  of
• 5:54
  times
• 5:54
  or
• 5:55
  somebody
• 5:55
  to
• 5:55
  receive
• 5:56
  a
• 5:56
  product
• 5:56
  and
• 5:57
  be
• 5:57
  wearing
• 5:58
  that
• 5:58
  product.
• 5:59
  Right.
• 5:59
  And
• 5:59
  showcasing
• 6:00
  that
• 6:00
  product
• 6:00
  on
• 6:01
  their
• 6:01
  social,
• 6:02
  social
• 6:02
  pages
• 6:03
  tagging
• 6:03
  gentleman's
• 6:04
  box.
• 6:04
  And
• 6:04
  the
• 6:04
  consumer
• 6:04
  who
• 6:05
  hasn't
• 6:05
  received
• 6:05
  the
• 6:05
  box
• 6:06
  yet
• 6:07
  sees
• 6:07
  the
• 6:07
  product
• 6:07
  and
• 6:08
  is
• 6:08
  like,
• 6:08
  like
• 6:09
  I,
• 6:09
  I
• 6:09
  want
• 6:09
  that.
• 6:10
  That
• 6:10
  looks
• 6:10
  so
• 6:10
  good
• 6:10
  or
• 6:11
  why
• 6:11
  hasn't
• 6:11
  mine
• 6:12
  arrived
• 6:12
  kind
• 6:12
  of
• 6:13
  thing.
• 6:13
  Right.
• 6:13
  They
• 6:13
  don't
• 6:14
  care
• 6:14
  and
• 6:14
  they
• 6:14
  don't
• 6:14
  understand
• 6:15
  that
• 6:15
  maybe
• 6:15
  this
• 6:15
  person
• 6:15
  lives
• 6:16
  over
• 6:16
  here.
• 6:16
  This
• 6:16
  person
• 6:16
  lives
• 6:16
  here.
• 6:17
  They
• 6:17
  just
• 6:17
  care
• 6:17
  that
• 6:17
  like
• 6:18
  how
• 6:18
  did
• 6:18
  that
• 6:18
  person
• 6:18
  receive
• 6:19
  it?
• 6:19
  And
• 6:19
  I
• 6:19
  haven't
• 6:20
  received
• 6:20
  it
• 6:20
  just
• 6:21
  yet.
• 6:21
  Yeah.
• 6:21
  So
• 6:21
  for
• 6:22
  discovering
• 6:22
  delay,
• 6:23
  it's,
• 6:23
  it's
• 6:23
  just,
• 6:24
  it's
• 6:24
  just
• 6:24
  so
• 6:24
  important
• 6:25
  like
• 6:25
  delivery
• 6:25
  times.
• 6:26
  Even,
• 6:27
  even
• 6:27
  if
• 6:27
  you
• 6:27
  think
• 6:27
  about
• 6:28
  other
• 6:28
  products
• 6:29
  outside
• 6:29
  of
• 6:29
  the
• 6:29
  subscription
• 6:30
  box
• 6:31
  space,
• 6:31
  your
• 6:32
  health
• 6:32
  and
• 6:32
  beauty,
• 6:33
  food
• 6:34
  and
• 6:34
  beverage.
• 6:35
  You
• 6:35
  know,
• 6:35
  I
• 6:35
  subscribe
• 6:36
  to
• 6:36
  a
• 6:37
  protein
• 6:38
  shake
• 6:39
  called
• 6:39
  Cachava.
• 6:40
  It's.
• 6:40
  It
• 6:41
  only
• 6:41
  lasts.
• 6:42
  Show
• 6:42
  us
• 6:42
  the
• 6:42
  stuff,
• 6:43
  man.
• 6:43
  Show
• 6:43
  what
• 6:43
  you
• 6:44
  got
• 6:44
  going.
• 6:44
  No,
• 6:44
  I'm
• 6:44
  just
• 6:44
  kidding.
• 6:45
  Go
• 6:45
  ahead.
• 6:45
  Sorry.
• 6:46
  Yeah,
• 6:46
  that's
• 6:46
  for
• 6:46
  another
• 6:47
  day.
• 6:47
  That's
• 6:47
  for
• 6:47
  another
• 6:47
  time.
• 6:48
  Oh,
• 6:48
  oh,
• 6:48
  okay.
• 6:49
  Like
• 6:49
  it's
• 6:49
  the
• 6:50
  servings,
• 6:50
  right?
• 6:50
  It's
• 6:51
  30,
• 6:51
  30
• 6:51
  day
• 6:52
  servings.
• 6:52
  Right.
• 6:53
  So
• 6:53
  when
• 6:53
  I
• 6:53
  get
• 6:53
  to
• 6:53
  30
• 6:53
  days,
• 6:54
  like
• 6:54
  I'm
• 6:55
  expecting
• 6:55
  my,
• 6:55
  I'm
• 6:56
  actually,
• 6:56
  I'm
• 6:56
  expecting
• 6:57
  before
• 6:57
  30
• 6:57
  days
• 6:58
  to
• 6:58
  hit
• 6:58
  for
• 6:59
  my
• 6:59
  Travis
• 6:59
  Hole.
• 7:00
  All
• 7:00
  right,
• 7:00
  Right.
• 7:01
  So
• 7:01
  delivery
• 7:01
  is
• 7:02
  super
• 7:02
  important
• 7:03
  in
• 7:03
  the
• 7:03
  subscription
• 7:04
  recurring
• 7:05
  space.
• 7:05
  Yeah,
• 7:08
  that's
• 7:08
  great.
• 7:09
  Oh,
• 7:10
  go
• 7:10
  ahead.
• 7:10
  Jason.
• 7:10
  Sorry.
• 7:11
  No,
• 7:11
  I
• 7:11
  was
• 7:11
  just
• 7:11
  going
• 7:12
  to
• 7:12
  say
• 7:12
  that
• 7:12
  one
• 7:12
  of
• 7:12
  the
• 7:12
  other
• 7:13
  things
• 7:13
  that
• 7:13
  feeds
• 7:13
  into
• 7:13
  that
• 7:14
  customer
• 7:14
  experience
• 7:14
  is
• 7:16
  from
• 7:17
  the
• 7:17
  company
• 7:17
  standpoint
• 7:18
  is
• 7:19
  this
• 7:19
  DDU
• 7:20
  DDP
• 7:20
  conversation.
• 7:21
  Right.
• 7:21
  Of
• 7:21
  going
• 7:22
  back
• 7:22
  and
• 7:22
  forth.
• 7:22
  So
• 7:22
  Nick,
• 7:22
  do
• 7:22
  you
• 7:23
  want
• 7:23
  to
• 7:23
  get
• 7:23
  into
• 7:23
  that
• 7:24
  a
• 7:24
  little
• 7:24
  bit
• 7:24
  with
• 7:24
  the
• 7:24
  guys?
• 7:25
  I
• 7:25
  can,
• 7:25
  yeah.
• 7:25
  I
• 7:26
  also
• 7:26
  want
• 7:26
  to
• 7:26
  thank
• 7:26
  you
• 7:27
  guys
• 7:27
  for.
• 7:27
  Well,
• 7:27
  I
• 7:28
  want
• 7:28
  to,
• 7:28
  I
• 7:28
  want
• 7:28
  to
• 7:28
  go
• 7:28
  back.
• 7:29
  So
• 7:29
  one
• 7:30
  of
• 7:30
  the
• 7:30
  things
• 7:30
  that
• 7:30
  I
• 7:30
  just.
• 7:31
  Because
• 7:31
  being
• 7:31
  so
• 7:32
  closely
• 7:32
  involved
• 7:32
  with
• 7:33
  the,
• 7:33
  in
• 7:33
  the
• 7:33
  subscription,
• 7:34
  you
• 7:34
  know,
• 7:34
  box
• 7:35
  or
• 7:35
  subscription
• 7:36
  space
• 7:36
  for
• 7:36
  so
• 7:36
  long
• 7:37
  is
• 7:37
  the
• 7:38
  impact
• 7:38
  of
• 7:38
  community
• 7:39
  on,
• 7:40
  on
• 7:41
  those
• 7:41
  post
• 7:42
  purchase
• 7:42
  experiences.
• 7:43
  Right.
• 7:43
  You
• 7:43
  guys
• 7:43
  touched
• 7:44
  on
• 7:44
  it.
• 7:44
  John.
• 7:44
  I
• 7:44
  remember
• 7:44
  intimately
• 7:45
  working
• 7:45
  on
• 7:45
  some
• 7:46
  of
• 7:46
  the
• 7:46
  gentleman's
• 7:46
  box
• 7:47
  stuff
• 7:47
  and
• 7:48
  just
• 7:48
  how
• 7:48
  like
• 7:49
  you're
• 7:49
  right
• 7:49
  if
• 7:49
  like
• 7:50
  one
• 7:50
  guy,
• 7:50
  if,
• 7:50
  if
• 7:51
  a
• 7:51
  couple
• 7:51
  of
• 7:51
  these
• 7:51
  influencers
• 7:52
  posted,
• 7:53
  you
• 7:53
  know,
• 7:53
  some
• 7:53
  stuff
• 7:54
  and,
• 7:54
  and
• 7:54
  there
• 7:54
  were
• 7:54
  issues
• 7:55
  in
• 7:55
  certain
• 7:55
  parts
• 7:55
  of,
• 7:56
  you
• 7:56
  know,
• 7:56
  whether
• 7:56
  it
• 7:56
  was
• 7:56
  the
• 7:56
  country
• 7:57
  in
• 7:57
  the
• 7:57
  US
• 7:57
  or
• 7:58
  foreign
• 7:58
  where
• 7:59
  they
• 7:59
  weren't
• 7:59
  getting
• 7:59
  it,
• 8:00
  you
• 8:00
  know,
• 8:01
  as
• 8:01
  your
• 8:01
  logistics
• 8:02
  partner
• 8:02
  at
• 8:02
  the
• 8:02
  time.
• 8:02
  And
• 8:02
  we're
• 8:03
  years,
• 8:03
  you
• 8:03
  know,
• 8:03
  removed
• 8:04
  at
• 8:04
  this
• 8:04
  point.
• 8:05
  But,
• 8:05
  you
• 8:06
  know,
• 8:06
  we
• 8:06
  would
• 8:06
  hear
• 8:06
  about
• 8:06
  it
• 8:07
  or
• 8:07
  your
• 8:07
  other
• 8:07
  partners
• 8:08
  would
• 8:08
  hear
• 8:08
  about
• 8:08
  it.
• 8:08
  Right.
• 8:09
  And
• 8:09
  so
• 8:09
  I
• 8:10
  guess
• 8:10
  how
• 8:10
  important
• 8:10
  is,
• 8:11
  you
• 8:11
  know,
• 8:11
  and
• 8:12
  I
• 8:13
  know
• 8:13
  that
• 8:13
  things
• 8:13
  have
• 8:13
  changed
• 8:14
  over
• 8:14
  the
• 8:14
  years,
• 8:14
  but
• 8:15
  in
• 8:15
  that
• 8:15
  community
• 8:15
  involvement,
• 8:16
  how
• 8:16
  important
• 8:16
  is
• 8:17
  that
• 8:17
  still
• 8:17
  today?
• 8:17
  Or
• 8:18
  is
• 8:18
  it
• 8:18
  still
• 8:18
  as
• 8:18
  important
• 8:19
  as
• 8:19
  it
• 8:19
  was
• 8:19
  previously?
• 8:22
  I
• 8:22
  mean,
• 8:22
  community
• 8:23
  is
• 8:23
  what
• 8:23
  builds
• 8:23
  the
• 8:24
  brand.
• 8:25
  Yeah.
• 8:26
  Right.
• 8:27
  So
• 8:27
  it's,
• 8:27
  it's
• 8:28
  very
• 8:28
  important.
• 8:30
  I
• 8:30
  think,
• 8:30
  I
• 8:31
  think
• 8:31
  Roman,
• 8:32
  you
• 8:32
  had
• 8:32
  put
• 8:33
  out
• 8:33
  a
• 8:33
  post
• 8:33
  on
• 8:33
  LinkedIn
• 8:34
  most
• 8:34
  recently
• 8:35
  speaking
• 8:35
  to
• 8:36
  the
• 8:36
  community
• 8:37
  and
• 8:37
  like
• 8:37
  your,
• 8:38
  the
• 8:39
  consumers
• 8:39
  that
• 8:39
  subscribe
• 8:40
  to
• 8:40
  you
• 8:41
  and
• 8:41
  how
• 8:41
  that
• 8:42
  helps
• 8:43
  tremendously
• 8:44
  build
• 8:44
  the
• 8:44
  brand.
• 8:45
  Right.
• 8:45
  And
• 8:45
  I
• 8:46
  think
• 8:46
  it's
• 8:46
  extremely
• 8:47
  important
• 8:47
  in
• 8:47
  order
• 8:47
  to
• 8:47
  have
• 8:48
  longevity
• 8:48
  as
• 8:48
  a
• 8:48
  brand,
• 8:49
  you
• 8:49
  need
• 8:50
  to
• 8:50
  focus
• 8:50
  on
• 8:51
  building
• 8:51
  a
• 8:51
  strong
• 8:52
  community.
• 8:54
  100%.
• 8:57
  Okay.
• 8:57
  So
• 8:58
  Jason,
• 8:58
  you
• 8:58
  had
• 8:58
  brought
• 8:58
  up
• 8:58
  DDU
• 8:59
  versus
• 8:59
  DDP.
• 9:00
  It's
• 9:00
  like
• 9:00
  the
• 9:00
  time
• 9:00
  old
• 9:01
  talk,
• 9:01
  although
• 9:02
  thankfully
• 9:03
  we
• 9:03
  are
• 9:03
  at
• 9:03
  the
• 9:04
  point
• 9:04
  now
• 9:04
  in
• 9:04
  2025
• 9:05
  where
• 9:06
  most
• 9:06
  people
• 9:07
  recognize
• 9:07
  the
• 9:08
  importance
• 9:08
  of
• 9:08
  DDP.
• 9:09
  And
• 9:09
  so
• 9:10
  just
• 9:10
  for
• 9:11
  clarification
• 9:11
  for
• 9:11
  viewers
• 9:12
  and
• 9:12
  listeners,
• 9:12
  DDU,
• 9:13
  DDP
• 9:14
  delivered
• 9:14
  duties
• 9:15
  unpaid,
• 9:16
  delivered
• 9:16
  duties
• 9:17
  paid,
• 9:17
  or
• 9:18
  we'll
• 9:18
  use
• 9:18
  prepaid.
• 9:19
  You
• 9:20
  can
• 9:20
  use
• 9:20
  it
• 9:20
  interchangeably.
• 9:21
  Right.
• 9:21
  And
• 9:22
  so
• 9:22
  we
• 9:23
  talk
• 9:23
  and
• 9:23
  ultimately
• 9:24
  it's
• 9:24
  going
• 9:24
  come
• 9:24
  down
• 9:25
  to
• 9:25
  customer
• 9:25
  experience.
• 9:26
  Now
• 9:27
  with
• 9:27
  that.
• 9:28
  There's
• 9:28
  a
• 9:28
  little
• 9:28
  bit
• 9:29
  of
• 9:29
  a
• 9:29
  unique
• 9:29
  thing
• 9:29
  going
• 9:29
  on
• 9:30
  with
• 9:30
  subscription
• 9:30
  boxes
• 9:31
  because
• 9:31
  they
• 9:31
  hold
• 9:32
  multiple
• 9:32
  products,
• 9:33
  you
• 9:33
  know,
• 9:34
  for
• 9:34
  the
• 9:34
  most
• 9:35
  part,
• 9:35
  you
• 9:35
  know,
• 9:35
  on,
• 9:36
  on
• 9:36
  a.
• 9:36
  Whatever
• 9:36
  the
• 9:37
  cadence
• 9:37
  is
• 9:37
  monthly,
• 9:38
  quarterly,
• 9:39
  twice
• 9:39
  a
• 9:39
  year,
• 9:39
  whatever
• 9:40
  it
• 9:40
  is.
• 9:41
  Can
• 9:42
  you
• 9:42
  guys
• 9:42
  talk
• 9:43
  about
• 9:43
  whether,
• 9:43
  you
• 9:43
  know,
• 9:44
  talk
• 9:44
  about
• 9:44
  your.
• 9:44
  And
• 9:45
  I
• 9:45
  know,
• 9:45
  John
• 9:45
  Roman,
• 9:46
  you've
• 9:46
  got
• 9:46
  a
• 9:46
  unique
• 9:47
  experience
• 9:47
  today
• 9:47
  where
• 9:48
  you're
• 9:48
  actually
• 9:48
  doing
• 9:48
  in
• 9:48
  country
• 9:49
  fulfillment
• 9:49
  or
• 9:50
  John
• 9:50
  Haji,
• 9:50
  talk
• 9:51
  about
• 9:51
  some
• 9:51
  of
• 9:51
  your
• 9:51
  stuff
• 9:51
  from
• 9:51
  the
• 9:52
  past
• 9:52
  perhaps,
• 9:52
  or
• 9:52
  even
• 9:53
  people
• 9:53
  that
• 9:53
  maybe
• 9:54
  you've
• 9:54
  consulted
• 9:54
  with
• 9:55
  on,
• 9:55
  you
• 9:56
  know,
• 9:56
  the
• 9:56
  DDU
• 9:56
  versus
• 9:57
  DD
• 9:57
  DDP
• 9:58
  aspect.
• 9:58
  If
• 9:58
  you
• 9:59
  don't
• 9:59
  mind
• 9:59
  kind
• 9:59
  of
• 9:59
  riffing
• 10:00
  on
• 10:00
  that
• 10:00
  for
• 10:00
  a
• 10:00
  little
• 10:00
  bit,
• 10:01
  that
• 10:01
  would
• 10:01
  be,
• 10:01
  that
• 10:02
  would
• 10:02
  be
• 10:02
  helpful.
• 10:04
  Yeah,
• 10:05
  let
• 10:05
  me
• 10:05
  kick
• 10:05
  it
• 10:05
  off.
• 10:06
  Yeah,
• 10:06
  please.
• 10:07
  Yeah.
• 10:08
  So
• 10:08
  I
• 10:08
  mean,
• 10:09
  I'll
• 10:10
  go
• 10:10
  ahead
• 10:10
  and
• 10:10
  put
• 10:10
  my
• 10:10
  gentleman's
• 10:11
  box
• 10:11
  hat
• 10:11
  on
• 10:12
  first
• 10:12
  and
• 10:12
  talk
• 10:12
  about
• 10:12
  when
• 10:13
  we
• 10:13
  were
• 10:14
  initially
• 10:15
  shipping
• 10:15
  internationally
• 10:16
  and
• 10:16
  we
• 10:16
  learned
• 10:17
  very
• 10:17
  quickly
• 10:18
  that
• 10:19
  we
• 10:19
  needed
• 10:19
  to
• 10:19
  have
• 10:19
  DDP
• 10:20
  versus
• 10:20
  DDU.
• 10:21
  Right.
• 10:22
  Imagine
• 10:22
  subscribing
• 10:23
  to
• 10:23
  a
• 10:23
  box
• 10:24
  that
• 10:24
  was
• 10:24
  $25
• 10:25
  a
• 10:25
  month
• 10:26
  and
• 10:27
  then
• 10:27
  being
• 10:27
  told
• 10:27
  you
• 10:27
  owe
• 10:28
  $20.
• 10:29
  Right.
• 10:30
  Yes.
• 10:31
  To
• 10:31
  actually
• 10:31
  pick
• 10:32
  up
• 10:32
  that
• 10:32
  box.
• 10:32
  Right.
• 10:34
  So.
• 10:35
  And
• 10:35
  not
• 10:35
  to
• 10:35
  mention
• 10:35
  the
• 10:35
  delays
• 10:36
  that
• 10:36
  it
• 10:36
  causes.
• 10:36
  And
• 10:37
  sometimes
• 10:37
  the
• 10:38
  consumer
• 10:38
  doesn't
• 10:39
  even
• 10:39
  get
• 10:39
  notification
• 10:40
  properly
• 10:41
  from
• 10:42
  customs
• 10:42
  to
• 10:42
  let
• 10:43
  them
• 10:43
  know
• 10:43
  that
• 10:43
  their,
• 10:43
  their
• 10:44
  package
• 10:44
  is
• 10:44
  waiting.
• 10:44
  And
• 10:45
  if
• 10:45
  they
• 10:45
  did,
• 10:45
  maybe
• 10:45
  they
• 10:45
  miss
• 10:46
  it
• 10:46
  and
• 10:47
  so
• 10:48
  there's
• 10:48
  a
• 10:48
  lot
• 10:48
  that
• 10:49
  goes
• 10:49
  into,
• 10:51
  by
• 10:52
  the
• 10:52
  way,
• 10:52
  the
• 10:52
  first
• 10:52
  delivery
• 10:53
  especially
• 10:53
  is
• 10:54
  the
• 10:54
  first
• 10:54
  impression
• 10:56
  you
• 10:56
  want
• 10:56
  the
• 10:57
  peace
• 10:57
  of
• 10:57
  mind
• 10:57
  and
• 10:58
  predictability
• 10:59
  that
• 11:00
  it's
• 11:00
  going
• 11:00
  to
• 11:00
  arrive
• 11:01
  after
• 11:01
  the
• 11:02
  purchase.
• 11:03
  And
• 11:03
  so
• 11:03
  DDU
• 11:04
  is
• 11:04
  very,
• 11:04
  very
• 11:05
  important.
• 11:06
  Ddp,
• 11:06
  I'm
• 11:07
  sorry,
• 11:07
  is
• 11:07
  very,
• 11:07
  very
• 11:07
  important
• 11:08
  for
• 11:08
  brands
• 11:08
  to
• 11:08
  have.
• 11:09
  Like,
• 11:10
  it
• 11:11
  reduces
• 11:11
  the
• 11:12
  customer
• 11:12
  service
• 11:12
  load
• 11:13
  because
• 11:14
  again,
• 11:15
  customer,
• 11:16
  because
• 11:16
  customers
• 11:16
  aren't
• 11:18
  writing
• 11:18
  in
• 11:18
  as
• 11:18
  often
• 11:19
  asking
• 11:20
  where
• 11:20
  their
• 11:20
  boxes
• 11:20
  are.
• 11:21
  So
• 11:21
  that
• 11:21
  helps
• 11:21
  with
• 11:22
  the
• 11:22
  company
• 11:22
  as
• 11:22
  a
• 11:23
  whole
• 11:23
  to
• 11:23
  kind
• 11:23
  of
• 11:23
  focus
• 11:24
  on
• 11:24
  other
• 11:24
  things
• 11:24
  and
• 11:24
  not
• 11:24
  have
• 11:25
  to
• 11:25
  be
• 11:25
  overloaded
• 11:25
  with
• 11:25
  a
• 11:26
  bunch
• 11:26
  of
• 11:26
  questions
• 11:26
  on
• 11:27
  where's
• 11:27
  my
• 11:27
  box,
• 11:27
  where's
• 11:27
  my
• 11:28
  box?
• 11:28
  Or
• 11:28
  where's
• 11:28
  my
• 11:28
  package?
• 11:30
  Brands
• 11:31
  that
• 11:31
  offer
• 11:31
  ddp,
• 11:32
  they
• 11:32
  have
• 11:32
  the
• 11:32
  competitive
• 11:33
  edge,
• 11:33
  plain
• 11:34
  and
• 11:34
  simple.
• 11:35
  Yeah,
• 11:36
  I
• 11:36
  mean,
• 11:37
  so
• 11:38
  speaking
• 11:38
  from
• 11:38
  experience
• 11:39
  and
• 11:39
  I
• 11:40
  feel
• 11:40
  like
• 11:40
  John
• 11:40
  and
• 11:40
  I
• 11:41
  probably
• 11:41
  had
• 11:42
  some
• 11:42
  back
• 11:42
  and
• 11:42
  forth
• 11:42
  on
• 11:42
  this,
• 11:43
  you
• 11:43
  know,
• 11:43
  many,
• 11:43
  many
• 11:44
  years
• 11:44
  ago
• 11:45
  as
• 11:45
  we
• 11:45
  were,
• 11:45
  we
• 11:45
  were
• 11:46
  both
• 11:46
  like,
• 11:47
  you
• 11:47
  know,
• 11:47
  going
• 11:48
  down
• 11:48
  the
• 11:49
  international
• 11:49
  route
• 11:50
  for
• 11:50
  the
• 11:50
  first
• 11:50
  time.
• 11:51
  You
• 11:52
  know,
• 11:52
  there
• 11:52
  were,
• 11:52
  there
• 11:53
  was
• 11:53
  a
• 11:53
  small
• 11:53
  period
• 11:53
  of
• 11:54
  time
• 11:54
  where
• 11:54
  we
• 11:54
  did
• 11:55
  ddu.
• 11:56
  We
• 11:57
  quickly,
• 11:57
  quickly,
• 11:58
  quickly
• 11:58
  found
• 11:58
  out
• 11:59
  that
• 11:59
  was
• 12:00
  not,
• 12:00
  that
• 12:00
  was
• 12:01
  not
• 12:01
  the
• 12:01
  right
• 12:01
  path.
• 12:02
  Right.
• 12:03
  I
• 12:03
  mean,
• 12:03
  I
• 12:03
  think
• 12:04
  John
• 12:04
  illustrated
• 12:05
  it
• 12:05
  perfect
• 12:06
  where
• 12:06
  you
• 12:06
  know,
• 12:06
  they
• 12:07
  spent
• 12:07
  $25
• 12:07
  and
• 12:08
  they,
• 12:08
  they
• 12:08
  think
• 12:09
  that
• 12:09
  they're
• 12:09
  all
• 12:09
  in.
• 12:09
  They
• 12:09
  think
• 12:10
  they're
• 12:10
  done,
• 12:10
  they're
• 12:10
  waiting
• 12:10
  on
• 12:11
  their
• 12:11
  package,
• 12:11
  they're
• 12:11
  excited.
• 12:12
  They,
• 12:12
  they
• 12:12
  finally
• 12:13
  made
• 12:13
  the
• 12:13
  decision
• 12:13
  to
• 12:13
  pull
• 12:14
  the
• 12:14
  trigger
• 12:14
  on
• 12:14
  this
• 12:14
  brand
• 12:15
  and
• 12:15
  now
• 12:15
  they're
• 12:15
  going
• 12:15
  to
• 12:15
  get
• 12:15
  the
• 12:15
  product
• 12:16
  and
• 12:16
  they
• 12:17
  are
• 12:17
  told
• 12:17
  they
• 12:18
  need
• 12:18
  to
• 12:18
  pay
• 12:18
  another
• 12:18
  20
• 12:19
  bucks.
• 12:20
  Like,
• 12:20
  it's
• 12:20
  just,
• 12:21
  it's,
• 12:21
  it's,
• 12:22
  that's
• 12:22
  a
• 12:22
  horrible,
• 12:23
  horrible
• 12:24
  experience.
• 12:24
  Right.
• 12:25
  And
• 12:25
  it's,
• 12:25
  it's
• 12:25
  definitely
• 12:26
  tough
• 12:26
  when
• 12:26
  you're,
• 12:27
  and
• 12:27
  some
• 12:27
  of
• 12:27
  the,
• 12:28
  the
• 12:28
  ratios
• 12:28
  are
• 12:28
  sometimes
• 12:29
  like
• 12:29
  that.
• 12:29
  Right.
• 12:31
  So
• 12:31
  it's,
• 12:31
  it's
• 12:32
  really
• 12:32
  tough.
• 12:33
  Even
• 12:33
  though
• 12:34
  it
• 12:34
  might
• 12:34
  not
• 12:34
  be
• 12:35
  the
• 12:35
  brand's
• 12:36
  fault
• 12:36
  per
• 12:37
  se,
• 12:38
  the
• 12:39
  lines
• 12:39
  are
• 12:39
  definitely
• 12:39
  blurry
• 12:40
  there.
• 12:40
  Right.
• 12:41
  Like,
• 12:41
  because
• 12:42
  especially
• 12:42
  if,
• 12:43
  if
• 12:43
  they
• 12:43
  bought
• 12:44
  from
• 12:44
  someone
• 12:44
  else
• 12:45
  and
• 12:45
  not
• 12:46
  had
• 12:46
  that
• 12:46
  experience,
• 12:48
  I
• 12:48
  mean,
• 12:48
  it's
• 12:49
  quick
• 12:49
  intuition.
• 12:49
  Well,
• 12:50
  it
• 12:50
  must
• 12:50
  be
• 12:50
  the
• 12:50
  brand's
• 12:50
  decision
• 12:51
  on
• 12:51
  how
• 12:51
  they
• 12:51
  sent
• 12:51
  it.
• 12:52
  Right.
• 12:52
  I
• 12:53
  don't
• 12:53
  think
• 12:53
  you
• 12:53
  can
• 12:53
  recover
• 12:54
  from
• 12:54
  it.
• 12:55
  And
• 12:56
  from,
• 12:57
  from
• 12:57
  a,
• 12:57
  you
• 12:57
  know,
• 12:58
  are
• 12:58
  they
• 12:58
  going
• 12:58
  to
• 12:58
  repurchase?
• 12:59
  It's,
• 13:00
  it's
• 13:00
  highly
• 13:00
  unlikely.
• 13:01
  It's
• 13:01
  probably,
• 13:01
  you
• 13:02
  know,
• 13:02
  single
• 13:02
  digit
• 13:03
  repurchase
• 13:04
  rates.
• 13:04
  Once
• 13:05
  that
• 13:05
  happens,
• 13:07
  obviously
• 13:07
  DDP
• 13:08
  is,
• 13:09
  is,
• 13:09
  is
• 13:09
  the
• 13:09
  way
• 13:10
  to
• 13:10
  go.
• 13:10
  Just
• 13:10
  sets
• 13:10
  proper
• 13:11
  expectations
• 13:11
  and
• 13:11
  it
• 13:12
  sets,
• 13:12
  sets
• 13:13
  the
• 13:13
  customer
• 13:13
  up
• 13:13
  for,
• 13:14
  for
• 13:14
  hopefully
• 13:15
  a
• 13:15
  good
• 13:15
  experience.
• 13:17
  I
• 13:18
  couldn't
• 13:18
  agree
• 13:18
  more.
• 13:19
  And
• 13:19
  you
• 13:19
  know,
• 13:20
  and
• 13:20
  for
• 13:20
  everybody
• 13:20
  listening
• 13:21
  out
• 13:21
  there
• 13:22
  or
• 13:22
  watching,
• 13:23
  I,
• 13:24
  I
• 13:24
  would
• 13:24
  say
• 13:24
  it's
• 13:24
  probably
• 13:25
  even,
• 13:25
  it's
• 13:25
  not
• 13:26
  probably
• 13:26
  it
• 13:27
  is
• 13:27
  100%
• 13:29
  even
• 13:30
  more
• 13:31
  important
• 13:31
  today
• 13:32
  based
• 13:32
  on
• 13:32
  the
• 13:32
  current
• 13:33
  environment
• 13:34
  than
• 13:34
  it
• 13:35
  was
• 13:35
  let's
• 13:36
  say
• 13:36
  back
• 13:36
  in
• 13:36
  2018,
• 13:37
  2019.
• 13:38
  You
• 13:38
  know
• 13:38
  and,
• 13:39
  and
• 13:39
  I
• 13:39
  can
• 13:39
  even
• 13:39
  story
• 13:40
  build
• 13:40
  on
• 13:40
  this
• 13:40
  a
• 13:41
  little
• 13:41
  bit.
• 13:41
  You
• 13:41
  know
• 13:41
  I,
• 13:41
  I've
• 13:42
  been
• 13:42
  with
• 13:42
  Asendia
• 13:43
  a
• 13:43
  dozen
• 13:44
  years
• 13:44
  now.
• 13:44
  It's,
• 13:44
  it's
• 13:45
  about
• 13:45
  12
• 13:45
  years
• 13:46
  now
• 13:47
  when
• 13:48
  back
• 13:48
  let's
• 13:48
  say
• 13:49
  the
• 13:49
  first
• 13:49
  half
• 13:50
  of
• 13:50
  my
• 13:50
  10
• 13:50
  years
• 13:51
  so
• 13:51
  far,
• 13:52
  everybody
• 13:52
  wanted
• 13:53
  DDU
• 13:53
  and,
• 13:53
  and
• 13:53
  really
• 13:54
  people
• 13:54
  weren't
• 13:54
  really
• 13:54
  doing
• 13:55
  a
• 13:55
  whole
• 13:55
  lot
• 13:55
  with
• 13:55
  ddp.
• 13:56
  Right.
• 13:56
  And
• 13:56
  in
• 13:56
  general
• 13:57
  I
• 13:57
  would
• 13:57
  just
• 13:57
  say
• 13:58
  but
• 13:58
  quickly
• 13:59
  it
• 13:59
  was.
• 14:00
  We
• 14:00
  continue
• 14:01
  to
• 14:01
  evolve
• 14:01
  as
• 14:01
  an
• 14:02
  industry
• 14:02
  and
• 14:02
  I
• 14:02
  say
• 14:03
  we
• 14:03
  meaning
• 14:04
  E
• 14:04
  commerce
• 14:04
  merchants
• 14:05
  all
• 14:05
  the
• 14:05
  way
• 14:05
  to
• 14:06
  service
• 14:07
  providers
• 14:07
  and
• 14:07
  everything
• 14:07
  else
• 14:08
  realizing
• 14:08
  that
• 14:08
  customer
• 14:09
  experience
• 14:09
  is
• 14:09
  so
• 14:09
  vitally
• 14:10
  important
• 14:10
  for
• 14:11
  continued
• 14:12
  growth
• 14:12
  and
• 14:12
  recurring
• 14:13
  revenue
• 14:13
  and
• 14:13
  everything
• 14:14
  else
• 14:14
  that
• 14:15
  having
• 14:15
  that
• 14:15
  all
• 14:16
  in
• 14:16
  landed
• 14:17
  cost
• 14:17
  delivery
• 14:17
  option,
• 14:18
  delivery
• 14:18
  duties
• 14:19
  pay.
• 14:19
  So
• 14:20
  there's
• 14:20
  no
• 14:20
  surprises
• 14:21
  at
• 14:21
  the
• 14:21
  door.
• 14:21
  Us
• 14:21
  as
• 14:22
  Americans
• 14:22
  are
• 14:22
  a
• 14:22
  little
• 14:22
  spoiled
• 14:23
  that
• 14:23
  we
• 14:23
  typically
• 14:23
  don't
• 14:24
  get
• 14:24
  tax.
• 14:25
  We
• 14:25
  don't
• 14:25
  get
• 14:26
  the
• 14:27
  A
• 14:27
  card
• 14:28
  that
• 14:28
  says
• 14:28
  hey,
• 14:28
  I'm
• 14:29
  so
• 14:29
  glad
• 14:29
  you
• 14:29
  ordered
• 14:29
  from
• 14:30
  Company
• 14:30
  A
• 14:30
  but
• 14:30
  in
• 14:30
  order
• 14:31
  for
• 14:31
  me
• 14:31
  to
• 14:31
  give
• 14:31
  you
• 14:31
  Company
• 14:32
  A's
• 14:32
  box,
• 14:33
  you
• 14:33
  actually
• 14:33
  have
• 14:34
  to
• 14:34
  pay
• 14:34
  us
• 14:34
  another
• 14:34
  like
• 14:35
  10
• 14:35
  or
• 14:35
  20
• 14:36
  US
• 14:36
  dollars.
• 14:37
  We'd
• 14:37
  be
• 14:37
  like
• 14:37
  what
• 14:37
  are
• 14:38
  you
• 14:38
  talking
• 14:38
  about?
• 14:39
  Yeah,
• 14:40
  like
• 14:40
  well
• 14:40
  we're,
• 14:41
  we're
• 14:41
  certainly
• 14:41
  not
• 14:42
  getting
• 14:42
  Company
• 14:42
  A's
• 14:42
  box
• 14:43
  anymore
• 14:43
  because
• 14:43
  that,
• 14:44
  that's
• 14:44
  not
• 14:44
  going
• 14:44
  to
• 14:44
  happen.
• 14:44
  You
• 14:44
  know.
• 14:45
  So
• 14:45
  I
• 14:45
  post
• 14:45
  about
• 14:46
  it
• 14:46
  online.
• 14:46
  Didn't
• 14:47
  complaining.
• 14:48
  Oh
• 14:49
  you,
• 14:49
  you.
• 14:49
  Oh
• 14:49
  yeah,
• 14:50
  you
• 14:50
  would,
• 14:50
  you
• 14:50
  probably
• 14:50
  would.
• 14:51
  Like
• 14:51
  if
• 14:52
  that
• 14:52
  was
• 14:52
  the
• 14:52
  experience,
• 14:52
  right?
• 14:53
  I
• 14:54
  mean
• 14:54
  it
• 14:54
  would
• 14:54
  be
• 14:54
  on
• 14:55
  Queso,
• 14:55
  it'd
• 14:55
  be
• 14:55
  on
• 14:56
  LinkedIn
• 14:56
  and
• 14:56
  you'd
• 14:57
  have
• 14:57
  an
• 14:57
  AI
• 14:57
  generated
• 14:58
  image.
• 14:58
  We'd
• 14:58
  see
• 14:58
  the
• 14:59
  whole
• 14:59
  thing,
• 14:59
  we'd
• 14:59
  see
• 15:00
  it
• 15:00
  all,
• 15:00
  we'd
• 15:00
  see
• 15:00
  it
• 15:00
  all
• 15:00
  over
• 15:01
  the
• 15:01
  place.
• 15:01
  So.
• 15:02
  And
• 15:03
  I
• 15:03
  guess
• 15:03
  what
• 15:03
  I'm
• 15:03
  trying
• 15:03
  to
• 15:04
  speak
• 15:04
  to
• 15:04
  is
• 15:04
  that
• 15:04
  you
• 15:04
  know,
• 15:05
  when
• 15:05
  you
• 15:05
  look
• 15:05
  at
• 15:05
  if
• 15:06
  you're
• 15:06
  first
• 15:06
  starting
• 15:07
  and
• 15:07
  even
• 15:07
  if
• 15:07
  you're
• 15:08
  let's
• 15:08
  say
• 15:08
  in
• 15:08
  that
• 15:08
  small,
• 15:09
  medium
• 15:09
  sized
• 15:09
  range,
• 15:10
  right,
• 15:10
  and
• 15:10
  you're
• 15:11
  still
• 15:11
  doing
• 15:11
  DDU
• 15:12
  if
• 15:12
  you're
• 15:12
  selling
• 15:13
  maybe
• 15:13
  a
• 15:13
  pair
• 15:13
  of
• 15:13
  socks.
• 15:14
  Okay,
• 15:14
  we
• 15:14
  can
• 15:14
  talk
• 15:15
  about
• 15:15
  ddu
• 15:16
  but
• 15:16
  if
• 15:16
  you're
• 15:17
  on
• 15:17
  a
• 15:17
  recurring
• 15:17
  basis,
• 15:18
  right.
• 15:18
  But
• 15:18
  if
• 15:19
  you're
• 15:19
  doing
• 15:19
  anything
• 15:20
  where
• 15:20
  you're
• 15:20
  truly
• 15:21
  invested
• 15:22
  in
• 15:22
  building
• 15:22
  on
• 15:22
  customer
• 15:23
  experience,
• 15:23
  DDP
• 15:24
  is
• 15:24
  100%
• 15:25
  the
• 15:25
  way
• 15:25
  to
• 15:26
  go.
• 15:26
  Things
• 15:26
  have
• 15:27
  advanced
• 15:27
  greatly
• 15:28
  when
• 15:28
  it
• 15:28
  comes
• 15:28
  to,
• 15:29
  you
• 15:29
  know,
• 15:29
  the
• 15:29
  networks
• 15:30
  that
• 15:30
  are
• 15:30
  available
• 15:30
  for
• 15:31
  you
• 15:31
  to
• 15:31
  use
• 15:31
  these
• 15:31
  days
• 15:32
  as
• 15:32
  well
• 15:32
  compared
• 15:32
  to
• 15:33
  what
• 15:33
  it
• 15:33
  was,
• 15:33
  let's
• 15:33
  say
• 15:33
  10
• 15:34
  years
• 15:34
  ago.
• 15:34
  So
• 15:35
  there's
• 15:35
  many
• 15:35
  options
• 15:36
  available.
• 15:37
  And
• 15:37
  Jason,
• 15:37
  I'm
• 15:38
  glad
• 15:38
  you
• 15:38
  brought
• 15:38
  it
• 15:38
  up
• 15:39
  I
• 15:39
  think
• 15:39
  it's.
• 15:40
  It
• 15:40
  is
• 15:40
  very,
• 15:41
  very
• 15:41
  important,
• 15:42
  even
• 15:42
  on
• 15:42
  the.
• 15:43
  And
• 15:43
  I'd
• 15:43
  say
• 15:43
  even
• 15:44
  maybe
• 15:44
  more
• 15:44
  so
• 15:45
  on
• 15:45
  the
• 15:45
  subscription
• 15:46
  box
• 15:46
  space
• 15:46
  than
• 15:46
  some
• 15:47
  others.
• 15:47
  Right.
• 15:47
  So
• 15:48
  going
• 15:48
  back
• 15:48
  to
• 15:49
  talking
• 15:49
  about,
• 15:49
  you
• 15:50
  know,
• 15:50
  working
• 15:51
  on
• 15:51
  your
• 15:51
  car
• 15:51
  and
• 15:52
  the
• 15:52
  Amazon
• 15:52
  mentality,
• 15:53
  right,
• 15:54
  Sometimes,
• 15:54
  you
• 15:54
  know,
• 15:54
  people
• 15:55
  are
• 15:55
  so
• 15:55
  excited
• 15:55
  to
• 15:56
  receive
• 15:56
  the
• 15:56
  products
• 15:56
  that
• 15:57
  they
• 15:57
  order,
• 15:57
  especially
• 15:57
  if
• 15:58
  it's
• 15:58
  something
• 15:58
  that,
• 15:59
  you
• 15:59
  know,
• 15:59
  they're
• 16:00
  just.
• 16:00
  And
• 16:01
  maybe
• 16:01
  it's
• 16:01
  not
• 16:01
  a
• 16:01
  car
• 16:01
  part
• 16:02
  that
• 16:02
  they
• 16:02
  need,
• 16:02
  but
• 16:02
  something
• 16:03
  that
• 16:03
  they're
• 16:03
  really
• 16:03
  excited
• 16:04
  to
• 16:04
  put
• 16:04
  on
• 16:04
  their
• 16:04
  car.
• 16:05
  Right.
• 16:05
  It's
• 16:05
  that
• 16:06
  experience.
• 16:06
  And
• 16:07
  then
• 16:07
  you
• 16:07
  don't
• 16:08
  want
• 16:08
  it
• 16:08
  to
• 16:08
  be
• 16:08
  a
• 16:08
  poor
• 16:09
  experience
• 16:09
  just
• 16:09
  actually
• 16:10
  receiving
• 16:10
  the
• 16:10
  product.
• 16:11
  So.
• 16:11
  All
• 16:11
  right,
• 16:12
  we're
• 16:12
  going
• 16:12
  to
• 16:12
  pivot.
• 16:13
  Jason,
• 16:13
  are
• 16:14
  you
• 16:14
  ready
• 16:14
  for
• 16:14
  this?
• 16:15
  Yeah.
• 16:16
  You
• 16:16
  sure?
• 16:16
  I'm
• 16:16
  ready
• 16:17
  for
• 16:17
  everything.
• 16:17
  Everything.
• 16:18
  Thanks,
• 16:19
  everybody,
• 16:19
  for
• 16:19
  tuning
• 16:20
  in
• 16:20
  to
• 16:20
  part
• 16:21
  two
• 16:21
  of
• 16:21
  our
• 16:22
  episode
• 16:22
  titled
• 16:22
  Impact
• 16:23
  of
• 16:23
  Global
• 16:23
  Logistics
• 16:24
  on
• 16:24
  the
• 16:24
  subscriber
• 16:25
  experience
• 16:25
  from
• 16:26
  outside
• 16:26
  the
• 16:26
  box
• 16:26
  with
• 16:26
  the
• 16:27
  Sendia
• 16:27
  USA
• 16:27
  podcast.
• 16:28
  Stay
• 16:28
  tuned
• 16:29
  for
• 16:29
  part
• 16:29
  three.
• 16:30
  Share,
• 16:31
  subscribe
• 16:31
  and
• 16:32
  download
• 16:32
  our
• 16:32
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• 16:33
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• 16:33
  learn
• 16:33
  more
• 16:34
  about
• 16:34
  today's
• 16:34
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• 16:35
  or
• 16:35
  for
• 16:35
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• 16:36
  free
• 16:36
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• 16:37
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• 16:37
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• 16:42
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