“If you know that going into your journey, that it's a fun roller coaster ride and to come from a place of gratitude, it's important to set up expectations. And if your expectation is not always money in the bank but learnings in the bank, then you're in a good place” - Sonciary Perez

In this episode of Tactical Monday, Sonciary Perez is on a mission to change the interaction customers are facing through fast-acknowledging the order to deliver exceptional experiences. Listen in and see how she help B2B SaaS companies help them better serve, retain and upsell customers!

Sonciary, co-founded Quala.io, they built Quala based on their mutual desires and frustrations building their last company. They wanted to stay close to their customers while their businesses grew and to do that, they gave them so many ways to reach the team and in turn, give them feedback on their experiences. 

Sonciary explains further how customers can email them, can chat with them, get in Zoom calls with their customers in order to ask for survey information and much more. They have set up teams to have these conversations and there are so many team members interacting with customers, whether they are executives, product managers, customer success, and support industry. In sum, it is their desire to provide their customers any way to get ahold of them and for them to enable their teams to have so many one-to-one conversations. They were able to achieve this by building what they call, “The Frontline Intelligence Platform” and what that means is that they are allowing or bringing in any channel where these conversations and interactions are happening with and about their customers into their platform so that leaders can mine the data and understand at scale, what is the qualitative narrative around their customers experiences are. So that they can build better experiences with their technology. 

[00:01 - 01:01] Opening Segment

• If you have a platform and you want to create content that DELIVERS, go over to knightly.productions!
• Introductions of my special guest, Sonciary Perez

[01:01 - 05:27] Building a Better Marketing Technology Company

• How Sonciary and her co-founder, Jonathan, founded Quala.io
• Through mutual desires and frustrations from building their last company
• Setting out to build the “Frontline Intelligence Platform”
• Allowing and bringing in conversations and interactions
• Mining data to get a qualitative narrative around their customers experiences

[05:27 - 08:39] Taking a Leap of Faith and Seizing the Opportunity

• Realizing a dream to support individuals to bring dreams into fruition
• Taking risks and actually building something
• Creating a startup called  “BizUnite” (now called, savings4members”)

[08:39 - 12:11] Having Conversations to Support Early-stage Entrepreneurs

• Having meaningful conversations with early stage entrepreneurs or founders that are starting with their journey
• Constant reminder of why this is an amazing opportunity
• Following the path with a heart of gratitude
• Being a mentor and a startup accelerator
• Navigating complex and sometimes debilitating experience of building technologies from scratch
• Growth and Traction on how to build technologies

[12:11 - 20:39] Investing Into People and Evolving

• Believe in people that they will find a way to figure out opportunities that they want to solve
• The founding team is an important part of what you want to build as an extension of the product
• Recognizing a failure can be turned into a learning opportunity
• It’s not always money in the bank but learnings in the bank
• Coming from a place of gratitude
• Getting to the root cause of the frustration

[20:39 - 31:48] Surround Yourself With Like-Minded People Having The Same Experiences

• Being part of a networking community
• Getting together and having regular meetups
• Embracing our empathic side
• Approach things with grace and vulnerability
• Think about what your leadership style is
• You have to be willing to evolve and change and what you want to stay the same
• Craft your own sense of confidence
• Getting more comfortable with yourself and utilizing life experiences

[31:48 - 37:35] Closing Segment

• The importance of therapy
• Normalizing therapy
• Compartmentalizing feelings and move on
• What legacy do you want to leave to the world
• Being motivated by learning and understanding people

Key Quote: 

“It's so important for each of us to be our true selves. And yes, we're always evolving and we're always wanting to be a better version of that self, based on the feedback we're giving ourselves and based on the feedback from our loved ones and team members, but really think about what your leadership style is, What is it inherently and what would you like it to be as a woman and then decide what you're willing to evolve and change and what you want to stay the same?” – Sonciary Perez

Connect with Sonciary

Learn more about Sonciary through his website. Connect more with Sonciary on LinkedIn and her Email.

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