November 20, 2023 • 15 mins
Are you aware of how customers experience your organization? In today's episode of People Heroes Rising, William Tincup discusses the challenges of understanding customer needs with Lina Tonk, the newly promoted Chief Experience Officer at isolved. Live at the isolved Connect roadshow in Palm Springs, she discuss the key role that customer engagement plays in creating invaluable experiences for customers and employees.
Deeply impacted by a particular customer's story about their transformative journey with isolved, Lina emphasizes the significant personal and professional changes that the right technological experiences can inspire. Encompassing various aspects, from culture to empathy to problem-solving, their conversation delves into the integral role passion and relationships play in shaping these experiences. Lena applies this perspective to her new role, where she aims to enhance the internal and external experience for employees, customers, and partners.
Learn how to better appease your customer's needs in this insightful episode. We're excited for you to tune in!
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
William Tincup (00:06):
This is William Tincup, and you're listening to
the Recruiting Daily podcast.
We are broadcasting live fromisolved Connect in Palm Desert,
Palm Springs, at the JWMarriott, and we've got Lena on
with us today, so we're going totalk about all kinds of fun
stuff.
We will not talk about football.
Both try not to.
We will try not to talk aboutfootball because both she and I
(00:26):
love football.
Both football, football andcollege football.
Yes, yes.
But we have, we've discoveredthat we have some alliances and
some differences of opinionbecause, but we are
professionals and we will stillenjoy one another's company no
matter what our differences are.
(00:46):
I believe I heard a rumor thatyour title Or your role might've
changed?
Yes.
What, first of all is a rumor?
True?
Lina Tonk (00:55):
Uh, the rumor is absolutely true.
it was announced two weeks ago.
I was promoted to, uh, CXOChief, uh, um, experience
officer for is also super, superexcited.
Uh, you know, in my career whenI think of all the roles I've
taken and I right.
I've been doing it all over theplace, um, this is very, very
(01:17):
me, it's, it's me to the You'vecared about this all the time.
So much.
Yeah.
So much.
And I think even before westarted, uh, recording, we said
that, I mean, there's somethingabout the HR industry, the
passion they have for what theydo, they'll do what it takes,
that For me to be able to beinvolved with their experience
(01:39):
and how they feel about us Itdoesn't get better than that.
William Tincup (01:46):
You can't fake passion.
You can't teach passion.
You either have it or you don't.
HR people Like football fans.
They do.
They
Lina Tonk (01:55):
care.
They care.
William Tincup (01:56):
They care, and again, you know, there's nothing
worse than people that are kindof apathetic.
And again, other professions orother silos, they sometimes have
that apathy.
HR?
They don't have it for long, orthey're
Lina Tonk (02:10):
not in the position for long.
Right, and I think so too, andit's like the deep care they
have for, I mean we're in thepeople business.
Right.
And that's, to me, what makes itvery special, and when I think
of experience, an experiencedofficer, I'm like...
I get to impact people, like,this is amazing.
William Tincup (02:28):
Well, you're in the people, people business, so
not only do you service your ownemployees, right?
So you use your product, sowhatever the Silicon Valley, you
drink your own champagne, eatyour own garbage, whatever that
is, you all use the product.
Which I think is good.
Then, then, then you go in thereand do road shows and check with
your customers, you're notrunning for your customers,
(02:49):
which, again, I think it's hard.
Like when I talk to people abouty'all's road shows, I'm like,
listen, this ain't easy.
Getting in front of customersand going, hey, how we doing?
Cause you're gonna then get theunfiltered, I have a problem
with this, and then you're gonnaanswer it.
A lot of people run
Lina Tonk (03:07):
from their customers.
Look, I'm going to be perfectlyhonest.
Last year, uh, when we startedthe roadshows, uh, it took us,
uh, two or three...
You did about 20 plus?
Yeah, we did about 25 last year,but the beginning wasn't that
easy.
Oh, I don't think any of themare easy.
Yeah, and you get...
And just what you said, uh,yeah, so how are you guys
(03:29):
feeling?
And there's some of them, I'mlike, whoo,
William Tincup (03:34):
why is she sucking on her thumb?
I don't understand.
She's down in the fetalposition.
Somebody get a doctor.
No, but when we were in Dallas,Ryan and I were lucky enough to
come to the Dallas event, andum, there was a group that had a
list.
So there was a list.
Yeah.
So they all had their laptopsout, which I felt when I walked
in the room, I'm like, I'm inthe wrong room, like what's
going on, do I have to, I don'teven bring a laptop.
(03:57):
So everybody's got their laptopout, and I can't remember, I
think it's Jeff who's up at thefront, and this, this group,
like launched into a lit, likethey were just, okay, number
one, number two, number three,and he was just rapid fire
handling it, and then he told mea little while ago, he's like.
Yeah, after that bit we sent, wesolved all the problems and
(04:20):
after that bit they bought morestuff and did a multi-year deal
because we A, answered theirquestions.
We didn't run from them, and oh,by the way, we could solve the
problems.
Lina Tonk (04:30):
Yeah, well guess what?
The customer that you're likelytalking about, I thought next to
her.
Yesterday at dinner and herwhole experience and how it
transformed the way she feelsabout us, absolutely incredible.
But that's just it.
Like, I mean, this is thepassion that you see an entire
professionals.
So like, I mean, I was, uh, whenI arrived here, I was at the bar
(04:54):
and one of them had their list,ready to roll.
Yeah.
I'm like, I'll let you havelunch.
And she's like, no, I'm ready togo through this.
No, we can go now.
We can go now.
But I think that's what made us,uh, completely different from
anything else out there is thatwe use the roadshows to...
Truly impact their experienceand the way they feel about us,
(05:14):
uh, what we're doing for them.
And next thing you know, youadvance to like a customer
roadshow five, six.
We were bringing customers thatwe knew were actually at risk.
Oh yeah.
So we changed the strategycompletely.
Like bring them all.
Yeah.
William Tincup (05:29):
Don't bring happy customers together.
We already got those folks.
And they
Lina Tonk (05:32):
talk to each other.
Try to solve each other'sproblems.
Yes.
And that's the, that's the.
That's a secret sauce, too,seeing, so I stopped by one of
their dinners yesterday.
They had their own dinners goingon.
And I stopped and I'm like,wait, how do you know each
other?
That would terrify
William Tincup (05:49):
normal vendors.
No, seriously, normal vendors, Ican tell you, it would terrify
them.
I mean, customers are gettingtogether.
We don't, that's a bad idea.
They'll start talking aboutpricing and all of this stuff.
It's like, you're gettingcustomers together as a
community.
Yeah.
They can solve each other'sproblems, but not only that, but
they, they, they feel likethey're a part of something
(06:11):
else.
Something
Lina Tonk (06:13):
bigger than themselves.
That's exactly it.
Oh, gosh.
So yesterday I was with MaryKay, one of our longtime
customers.
You might have spoken to her ornot.
So Mary Kay transitioned to anew company.
And she is back with iSolve inthat company, I'm not surprised,
but...
Oh, I got something
William Tincup (06:32):
about that.
Yeah.
When she, she heard the radioad, it was a radio ad she heard
on the way to work, right?
And then when she looked it up,she saw that in the, in the URL,
it was iSolve.
So she knew that they were usingiSolve technology.
Yes.
Which made the job, which she,which she told us, she said,
that's the reason I applied.
Lina Tonk (06:52):
Yes, which is insane,
William Tincup (06:54):
right?
No, no, it's, it's, it's thehighest, one of the higher forms
of compliments.
Is when somebody, cause there'sa lot of technology out there,
when they see the ATS in theURL, and they've had a bad
experience with that particularcompany, whatever it is, they
won't apply.
So technology can be, um, amagnet, or it can be a
repellent.
(07:15):
And so y'all are a magnet.
I mean, with your customers,especially customers that are
now, and they move for whateverreason, they move to a new co,
they're going to bring you withthem.
Yeah.
Lina Tonk (07:23):
She said, so we had a session yesterday where we were
sharing, like, because now shearrives in this new company,
she's building a roadmap ahead.
I mean, she didn't have, she'sstarting from a theorem in some
areas and how she's going to gobuild that out for them.
And at the end of the session,this is where I was.
Just kind of connecting it toyour comment, I said, and I
(07:43):
said, Hey, we, we didn't discussthis, but I want to know how has
isolved connected or what hasisolve done for you personally,
for you?
And, and I truly, many timesthis goes back to, Oh, the
product did this for me andwhatnot.
And she, she was very vulnerableand you know, we had tears in
the room and she said, it'schanged my life.
(08:06):
It's changed the way I feelabout myself.
Um, I wouldn't be on this stageif isolved had not advocated for
me.
I love presenting now.
I love being in front of people.
I love, uh, discussing what I'mbuilding.
That is when you know you've hitsome type of magic.
William Tincup (08:24):
100%, 100%.
All right, so the new role, whatdoes it encompass?
What is the, what's the goal ofthe
Lina Tonk (08:30):
new role?
Yeah, so I will own employeeexperience, so anything from the
inside out.
So employee experience.
experience, customer experience,and in our case, partner
experience as well.
Wow.
The way they feel about us,I've, I've talked about this for
a couple of years now, is theimportance of, you know, many
companies do it this way, Ithink it's, it's not the way you
should do it.
(08:51):
Your brand has to bleed, and inour case, bleeds pink.
Yes, it does.
From the inside out.
Right.
So, the way our employees feelabout our company, about...
How they feel about the way weare with them, what we provide
to them, to do their jobs, to besuccessful, it's the way they
will treat our customers andwhat they will do for that
(09:14):
customer experience.
100%.
So, culture, all of that, uh,will be under my remit, so
employee experience all the wayto customer experience and, and
partner experience as well.
Well,
William Tincup (09:27):
again, it's, it's focusing on the
relationships and the experienceof those relationships.
It's not looking at itmyopically and looking at it one
way or one group of people likeour partners.
Like you could literally justfocus on your partners, which
is, wouldn't it be great.
Yeah.
But they're connected.
All these things are connected.
Employees, customer, partner,all those things are connected
(09:48):
to one another.
So having somebody that's at thehead of that, that can actually
think about experience in adifferent way, I think is
beautiful.
So, I think you've cared aboutexperience for a long time,
because I told you last time wetalked, I love how you've
rebranded isolved, I love all, Ilike the imagery, the
iconography, the language, thewebsite, the colors.
There isn't anything I'd change,which, as a recovering marketer
(10:11):
myself, is hard for me to admit.
But, but it's the experience,like the experience that we have
felt at the road show, theexperience that I felt last year
in Nashville, uh, at, at Connecthere.
Like there's an experience thatyou've manufactured in marketing
from, from the jump.
Yeah.
From the moment someone comesin, the way they experience the
(10:32):
brand, et cetera.
So, you've kind of hadexperience in your bag
Lina Tonk (10:36):
all along.
All along.
I, you know, if I go back, Ithink I was born with a bit of
it.
Yes.
I really, I really was.
It's the way I build myrelationships, the way I build
what I do every day, even athome.
Right.
I am a relationship personthrough and through.
I think there's so much that wecan accomplish, that we can
change the world by the way weinteract with each other and how
(10:59):
we're empathetic.
I think experience is veryattached to empathy, it's like,
how do our customers, yeah, howdo our, let's put ourselves in
that customer position, howthey're feeling, how, how are
they feeling about us, it's, andculturally,
William Tincup (11:15):
uh, because you're Colombian, um, it's been
my experience, Colombian women.
Have, they're passionate.
Lina Tonk (11:22):
Yes.
William Tincup (11:24):
That's a compliment.
That's a compliment.
Latin women in general.
But Colombian women inparticular, because I've had a
bunch of Colombian women workfor me.
And it's like, there's a passionand empathy that's just, it's
woven in culturally.
Yes, I don't know how, but it'sthere, it's innate.
Lina Tonk (11:42):
It's in you.
I was, you know, I was askedthis yesterday.
We were like prepping for awomen in leadership panel
yesterday.
They asked me that where does itcome from?
It actually didn't end up at thestage and I do go back to, I
actually think that I got thatfrom my parents, but my dad
specifically, you know, he was abig carver guy and I remember it
(12:04):
being very, very little and himbringing his first rollerback.
And I remember saying, well, I'mgoing to have a roller bag when
I'm old, dad, and I'm going togo through the airports like you
do.
And he, I remember vividly himsaying, you're not only going to
do that, but you are going to gochange lives.
You will do this.
(12:24):
And to me, that was alwaysingrained with me, how I would
do it.
I don't know.
Right.
Yes.
And.
This is why I think this isspecial for me, because I think
I could really make an impact onpeople, on people's lives.
William Tincup (12:39):
You've already made an impact in everything
you've touched.
Thank you.
Now it's just a matter of, nowyou're, which is a, it's a high
compliment for the rest of theexecutives to go, we need
someone to actually go here andhelp with this.
And again, marketing is sogreat, you've, you've, whoever's
going to run it or whatever.
(12:59):
They, they really can just kindof keep doing what they're
doing.
Like, they don't have to do all,like, this isn't a tear down and
build back up, like, you canjust kind of, like, tweak a
little bit, I mean, I know it'sgoing to be hard for them to
think about, like, next year andhow to up the game that you've
already created from thisexperience, but outside of
that...
Lina Tonk (13:17):
I think we can up our game even so much more.
I hope you get to meet,actually, our new CMO is here.
I love her.
I work great with her.
I've known her for a little bitnow.
Uh, she, uh, she bringstremendous experience, too.
You know, as we continue to growin our next...
So, it's a great stage ofgrowth, uh, for her experience
to come in into what we willevolve as a company, too,
(13:40):
because we have to keep up withthis growth, and they asked me
yesterday, actually last week onHR Tech, there was a big topic
about experience.
Why invest in experience now,um, our, many SaaS companies are
already on that boat, many havenot jumped on the boat of having
a C level executive, uh, ownexperience, and I, My, my
(14:03):
perspective on that is you haveto be ready as a company, you
have to be ready as a culture,and I believe isolved is there
right now.
They are, we are in a positionwhere we have a pretty stable,
exciting, Cultural experiencewith our employees and
transferring to our customers,but I hope you get to meet
(14:24):
Celia.
Celia is tremendous.
I can't wait to see what we dotogether.
It's gonna be fireworks.
It is gonna
William Tincup (14:32):
be fireworks.
So last question, your favoritepart of Kinect so far?
Lina Tonk (14:37):
Yeah, one thing.
I think it was my, my sessionwith Mary Kay, what I did share
with you, the impact that webring people personally will
connect them to.
(14:57):
Your brand, to your company, toyour product, to anything you
do, and to see that we have goneall the way that deep, uh,
brings a tremendous reward onthe work that we're doing at
ISOF.
William Tincup (15:11):
Drops mic, walks off stage.
Lina, thank
Lina Tonk (15:15):
you so much.
Thanks so much.
I enjoy talking to you always.
Vice
William Tincup (15:18):
versa.
And, uh, thanks for everybodyfor listening.
Until next time.
This is William Tincup, and you're listening to
the Recruiting Daily podcast.
We are broadcasting live fromisolved Connect in Palm Desert,
Palm Springs, at the JWMarriott, and we've got Lena on
with us today, so we're going totalk about all kinds of fun
stuff.
We will not talk about football.
Both try not to.
We will try not to talk aboutfootball because both she and I
(00:26):
love football.
Both football, football andcollege football.
Yes, yes.
But we have, we've discoveredthat we have some alliances and
some differences of opinionbecause, but we are
professionals and we will stillenjoy one another's company no
matter what our differences are.
(00:46):
I believe I heard a rumor thatyour title Or your role might've
changed?
Yes.
What, first of all is a rumor?
True?
Lina Tonk (00:55):
Uh, the rumor is absolutely true.
it was announced two weeks ago.
I was promoted to, uh, CXOChief, uh, um, experience
officer for is also super, superexcited.
Uh, you know, in my career whenI think of all the roles I've
taken and I right.
I've been doing it all over theplace, um, this is very, very
(01:17):
me, it's, it's me to the You'vecared about this all the time.
So much.
Yeah.
So much.
And I think even before westarted, uh, recording, we said
that, I mean, there's somethingabout the HR industry, the
passion they have for what theydo, they'll do what it takes,
that For me to be able to beinvolved with their experience
(01:39):
and how they feel about us Itdoesn't get better than that.
William Tincup (01:46):
You can't fake passion.
You can't teach passion.
You either have it or you don't.
HR people Like football fans.
They do.
They
Lina Tonk (01:55):
care.
They care.
William Tincup (01:56):
They care, and again, you know, there's nothing
worse than people that are kindof apathetic.
And again, other professions orother silos, they sometimes have
that apathy.
HR?
They don't have it for long, orthey're
Lina Tonk (02:10):
not in the position for long.
Right, and I think so too, andit's like the deep care they
have for, I mean we're in thepeople business.
Right.
And that's, to me, what makes itvery special, and when I think
of experience, an experiencedofficer, I'm like...
I get to impact people, like,this is amazing.
William Tincup (02:28):
Well, you're in the people, people business, so
not only do you service your ownemployees, right?
So you use your product, sowhatever the Silicon Valley, you
drink your own champagne, eatyour own garbage, whatever that
is, you all use the product.
Which I think is good.
Then, then, then you go in thereand do road shows and check with
your customers, you're notrunning for your customers,
(02:49):
which, again, I think it's hard.
Like when I talk to people abouty'all's road shows, I'm like,
listen, this ain't easy.
Getting in front of customersand going, hey, how we doing?
Cause you're gonna then get theunfiltered, I have a problem
with this, and then you're gonnaanswer it.
A lot of people run
Lina Tonk (03:07):
from their customers.
Look, I'm going to be perfectlyhonest.
Last year, uh, when we startedthe roadshows, uh, it took us,
uh, two or three...
You did about 20 plus?
Yeah, we did about 25 last year,but the beginning wasn't that
easy.
Oh, I don't think any of themare easy.
Yeah, and you get...
And just what you said, uh,yeah, so how are you guys
(03:29):
feeling?
And there's some of them, I'mlike, whoo,
William Tincup (03:34):
why is she sucking on her thumb?
I don't understand.
She's down in the fetalposition.
Somebody get a doctor.
No, but when we were in Dallas,Ryan and I were lucky enough to
come to the Dallas event, andum, there was a group that had a
list.
So there was a list.
Yeah.
So they all had their laptopsout, which I felt when I walked
in the room, I'm like, I'm inthe wrong room, like what's
going on, do I have to, I don'teven bring a laptop.
(03:57):
So everybody's got their laptopout, and I can't remember, I
think it's Jeff who's up at thefront, and this, this group,
like launched into a lit, likethey were just, okay, number
one, number two, number three,and he was just rapid fire
handling it, and then he told mea little while ago, he's like.
Yeah, after that bit we sent, wesolved all the problems and
(04:20):
after that bit they bought morestuff and did a multi-year deal
because we A, answered theirquestions.
We didn't run from them, and oh,by the way, we could solve the
problems.
Lina Tonk (04:30):
Yeah, well guess what?
The customer that you're likelytalking about, I thought next to
her.
Yesterday at dinner and herwhole experience and how it
transformed the way she feelsabout us, absolutely incredible.
But that's just it.
Like, I mean, this is thepassion that you see an entire
professionals.
So like, I mean, I was, uh, whenI arrived here, I was at the bar
(04:54):
and one of them had their list,ready to roll.
Yeah.
I'm like, I'll let you havelunch.
And she's like, no, I'm ready togo through this.
No, we can go now.
We can go now.
But I think that's what made us,uh, completely different from
anything else out there is thatwe use the roadshows to...
Truly impact their experienceand the way they feel about us,
(05:14):
uh, what we're doing for them.
And next thing you know, youadvance to like a customer
roadshow five, six.
We were bringing customers thatwe knew were actually at risk.
Oh yeah.
So we changed the strategycompletely.
Like bring them all.
Yeah.
William Tincup (05:29):
Don't bring happy customers together.
We already got those folks.
And they
Lina Tonk (05:32):
talk to each other.
Try to solve each other'sproblems.
Yes.
And that's the, that's the.
That's a secret sauce, too,seeing, so I stopped by one of
their dinners yesterday.
They had their own dinners goingon.
And I stopped and I'm like,wait, how do you know each
other?
That would terrify
William Tincup (05:49):
normal vendors.
No, seriously, normal vendors, Ican tell you, it would terrify
them.
I mean, customers are gettingtogether.
We don't, that's a bad idea.
They'll start talking aboutpricing and all of this stuff.
It's like, you're gettingcustomers together as a
community.
Yeah.
They can solve each other'sproblems, but not only that, but
they, they, they feel likethey're a part of something
(06:11):
else.
Something
Lina Tonk (06:13):
bigger than themselves.
That's exactly it.
Oh, gosh.
So yesterday I was with MaryKay, one of our longtime
customers.
You might have spoken to her ornot.
So Mary Kay transitioned to anew company.
And she is back with iSolve inthat company, I'm not surprised,
but...
Oh, I got something
William Tincup (06:32):
about that.
Yeah.
When she, she heard the radioad, it was a radio ad she heard
on the way to work, right?
And then when she looked it up,she saw that in the, in the URL,
it was iSolve.
So she knew that they were usingiSolve technology.
Yes.
Which made the job, which she,which she told us, she said,
that's the reason I applied.
Lina Tonk (06:52):
Yes, which is insane,
William Tincup (06:54):
right?
No, no, it's, it's, it's thehighest, one of the higher forms
of compliments.
Is when somebody, cause there'sa lot of technology out there,
when they see the ATS in theURL, and they've had a bad
experience with that particularcompany, whatever it is, they
won't apply.
So technology can be, um, amagnet, or it can be a
repellent.
(07:15):
And so y'all are a magnet.
I mean, with your customers,especially customers that are
now, and they move for whateverreason, they move to a new co,
they're going to bring you withthem.
Yeah.
Lina Tonk (07:23):
She said, so we had a session yesterday where we were
sharing, like, because now shearrives in this new company,
she's building a roadmap ahead.
I mean, she didn't have, she'sstarting from a theorem in some
areas and how she's going to gobuild that out for them.
And at the end of the session,this is where I was.
Just kind of connecting it toyour comment, I said, and I
(07:43):
said, Hey, we, we didn't discussthis, but I want to know how has
isolved connected or what hasisolve done for you personally,
for you?
And, and I truly, many timesthis goes back to, Oh, the
product did this for me andwhatnot.
And she, she was very vulnerableand you know, we had tears in
the room and she said, it'schanged my life.
(08:06):
It's changed the way I feelabout myself.
Um, I wouldn't be on this stageif isolved had not advocated for
me.
I love presenting now.
I love being in front of people.
I love, uh, discussing what I'mbuilding.
That is when you know you've hitsome type of magic.
William Tincup (08:24):
100%, 100%.
All right, so the new role, whatdoes it encompass?
What is the, what's the goal ofthe
Lina Tonk (08:30):
new role?
Yeah, so I will own employeeexperience, so anything from the
inside out.
So employee experience.
experience, customer experience,and in our case, partner
experience as well.
Wow.
The way they feel about us,I've, I've talked about this for
a couple of years now, is theimportance of, you know, many
companies do it this way, Ithink it's, it's not the way you
should do it.
(08:51):
Your brand has to bleed, and inour case, bleeds pink.
Yes, it does.
From the inside out.
Right.
So, the way our employees feelabout our company, about...
How they feel about the way weare with them, what we provide
to them, to do their jobs, to besuccessful, it's the way they
will treat our customers andwhat they will do for that
(09:14):
customer experience.
100%.
So, culture, all of that, uh,will be under my remit, so
employee experience all the wayto customer experience and, and
partner experience as well.
Well,
William Tincup (09:27):
again, it's, it's focusing on the
relationships and the experienceof those relationships.
It's not looking at itmyopically and looking at it one
way or one group of people likeour partners.
Like you could literally justfocus on your partners, which
is, wouldn't it be great.
Yeah.
But they're connected.
All these things are connected.
Employees, customer, partner,all those things are connected
(09:48):
to one another.
So having somebody that's at thehead of that, that can actually
think about experience in adifferent way, I think is
beautiful.
So, I think you've cared aboutexperience for a long time,
because I told you last time wetalked, I love how you've
rebranded isolved, I love all, Ilike the imagery, the
iconography, the language, thewebsite, the colors.
There isn't anything I'd change,which, as a recovering marketer
(10:11):
myself, is hard for me to admit.
But, but it's the experience,like the experience that we have
felt at the road show, theexperience that I felt last year
in Nashville, uh, at, at Connecthere.
Like there's an experience thatyou've manufactured in marketing
from, from the jump.
Yeah.
From the moment someone comesin, the way they experience the
(10:32):
brand, et cetera.
So, you've kind of hadexperience in your bag
Lina Tonk (10:36):
all along.
All along.
I, you know, if I go back, Ithink I was born with a bit of
it.
Yes.
I really, I really was.
It's the way I build myrelationships, the way I build
what I do every day, even athome.
Right.
I am a relationship personthrough and through.
I think there's so much that wecan accomplish, that we can
change the world by the way weinteract with each other and how
(10:59):
we're empathetic.
I think experience is veryattached to empathy, it's like,
how do our customers, yeah, howdo our, let's put ourselves in
that customer position, howthey're feeling, how, how are
they feeling about us, it's, andculturally,
William Tincup (11:15):
uh, because you're Colombian, um, it's been
my experience, Colombian women.
Have, they're passionate.
Lina Tonk (11:22):
Yes.
William Tincup (11:24):
That's a compliment.
That's a compliment.
Latin women in general.
But Colombian women inparticular, because I've had a
bunch of Colombian women workfor me.
And it's like, there's a passionand empathy that's just, it's
woven in culturally.
Yes, I don't know how, but it'sthere, it's innate.
Lina Tonk (11:42):
It's in you.
I was, you know, I was askedthis yesterday.
We were like prepping for awomen in leadership panel
yesterday.
They asked me that where does itcome from?
It actually didn't end up at thestage and I do go back to, I
actually think that I got thatfrom my parents, but my dad
specifically, you know, he was abig carver guy and I remember it
(12:04):
being very, very little and himbringing his first rollerback.
And I remember saying, well, I'mgoing to have a roller bag when
I'm old, dad, and I'm going togo through the airports like you
do.
And he, I remember vividly himsaying, you're not only going to
do that, but you are going to gochange lives.
You will do this.
(12:24):
And to me, that was alwaysingrained with me, how I would
do it.
I don't know.
Right.
Yes.
And.
This is why I think this isspecial for me, because I think
I could really make an impact onpeople, on people's lives.
William Tincup (12:39):
You've already made an impact in everything
you've touched.
Thank you.
Now it's just a matter of, nowyou're, which is a, it's a high
compliment for the rest of theexecutives to go, we need
someone to actually go here andhelp with this.
And again, marketing is sogreat, you've, you've, whoever's
going to run it or whatever.
(12:59):
They, they really can just kindof keep doing what they're
doing.
Like, they don't have to do all,like, this isn't a tear down and
build back up, like, you canjust kind of, like, tweak a
little bit, I mean, I know it'sgoing to be hard for them to
think about, like, next year andhow to up the game that you've
already created from thisexperience, but outside of
that...
Lina Tonk (13:17):
I think we can up our game even so much more.
I hope you get to meet,actually, our new CMO is here.
I love her.
I work great with her.
I've known her for a little bitnow.
Uh, she, uh, she bringstremendous experience, too.
You know, as we continue to growin our next...
So, it's a great stage ofgrowth, uh, for her experience
to come in into what we willevolve as a company, too,
(13:40):
because we have to keep up withthis growth, and they asked me
yesterday, actually last week onHR Tech, there was a big topic
about experience.
Why invest in experience now,um, our, many SaaS companies are
already on that boat, many havenot jumped on the boat of having
a C level executive, uh, ownexperience, and I, My, my
(14:03):
perspective on that is you haveto be ready as a company, you
have to be ready as a culture,and I believe isolved is there
right now.
They are, we are in a positionwhere we have a pretty stable,
exciting, Cultural experiencewith our employees and
transferring to our customers,but I hope you get to meet
(14:24):
Celia.
Celia is tremendous.
I can't wait to see what we dotogether.
It's gonna be fireworks.
It is gonna
William Tincup (14:32):
be fireworks.
So last question, your favoritepart of Kinect so far?
Lina Tonk (14:37):
Yeah, one thing.
I think it was my, my sessionwith Mary Kay, what I did share
with you, the impact that webring people personally will
connect them to.
(14:57):
Your brand, to your company, toyour product, to anything you
do, and to see that we have goneall the way that deep, uh,
brings a tremendous reward onthe work that we're doing at
ISOF.
William Tincup (15:11):
Drops mic, walks off stage.
Lina, thank
Lina Tonk (15:15):
you so much.
Thanks so much.
I enjoy talking to you always.
Vice
William Tincup (15:18):
versa.
And, uh, thanks for everybodyfor listening.
Until next time.
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