00:00I heard you say one thing which I thought was really interesting, which is that sometimes
00:03millionaires are harder to handle than billionaires. Take me inside that. What did you mean?
00:08There's kind of a bit of a bell curve, I would say, and this comes back to where we decided
00:12to put the payment gate in front of our services because we found that we could be servicing
00:1610,000 people and the bottom, I'd say 30, 40%, were really, really difficult. In the middle
00:22got a little bit easier and then the top was just completely amazing to kind of work with
00:26and it seemed very, very simple. But there was a group of people that had money but not
00:31enough to travel like billionaires but wanted to travel like billionaires and that causes
00:34a lot of post-purchase anxiety for them, which means chargebacks, which means complaining,
00:39which is friction.
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