Consumers First

Hello Adventurers and Trendsetters,

This edition is all about discovery—not just of hidden gems and picturesque locales that await your footprints but of those small yet mighty brands that are reshaping the way we explore and experience the world. From DTC brands making a grand comeback to social media's hidden champions emerging into the spotlight, 2024 is setting the stage for a travel and retail renaissance.

Before we get started, if you’re a passionate consumer and all about the customer experience, be sure to subscribe and share this with your friends as well.

PointHound, Finally

Ever found yourself deep in the rabbit hole of travel credit card points, wondering if all that deal hunting actually pays off? Well, it's time to put those worries to rest. Let me introduce you to PointHound, the latest trailblazer in the travel arena that's changing the game for folks like us.

As someone who's practically made a sport out of travel credit card hacking, I've always been on the lookout for that elusive 'big score'. But, PointHound? It's a whole new ballgame. This platform is like the travel guru we didn't know we needed, laying out our credit cards and showing us precisely which ones are the MVPs in point accumulation. And let's be honest, we often get dazzled by those flashy sign-up bonuses, forgetting the long game of point accumulation.

But here's the real kicker: PointHound turns the tedious task of flight searching on its head. Imagine seeing the point cost for flights right there, tailored to your specific travel cards and their partner airlines. It's like having a personal assistant who knows your wallet inside out, sparing you from the endless tabs of Amex portal, Chase Ultimate Rewards, and airline websites.

While I can't say much about where PointHound stands in the market today, I can tell you this – I'm thoroughly impressed. In our fast-paced world, time is just as precious as money, maybe even more. PointHound delivers exactly what we, the time-starved travelers, need: a streamlined, innovative solution for booking flights.

So, am I the only one over the moon about PointHound? Share your thoughts – I'm all ears (and so are your fellow travel enthusiasts)!

AI Consumer Startups

Remember the days when consumer startups, with their fun products and social media savvy, seemed unstoppable? Well, the past couple of years have been a stark wake-up call.

Newcomer breaks it down well in his latest substack post but to make it simple lets break it down. Since the venture capital downturn in 2022, consumer startups have been hitting some serious turbulence. Funding for direct-to-consumer companies plummeted a staggering 97% from the 2021 peak. Big names like SmileDirectClub, Warby Parker, and Allbirds felt the crunch, and the ripples spread across e-commerce, media, entertainment, and even social media sectors.

Enter AI – the new beacon of hope. AI seems to be the fairy dust many are banking on to revive consumer startups. Take Can of Soup, the Y Combinator alum shaking things up with social generative AI, or Character.AI, engaging users with chatbots personifying everyone from celebrities to historical figures. These AI-driven ventures are catching the eyes of big players like Sequoia and Google.

Yet, amid this AI enthusiasm, there's a note of caution. The market's getting crowded with similar AI offerings, raising concerns about originality and long-term viability. But it's not all doom and gloom.

There's a silver lining, particularly in AI-powered "prosumer tools." These tools are a game-changer for creatives and entrepreneurs, providing professional-grade assets without the need for a large team. From Leonardo.AI's design magic to Kittl's graphic design innovations, these tools are carving out a promising niche.

Despite the ups and downs, there's a palpable sense of optimism. Consumer spending remains robust, retail is strong, and AI is injecting fresh energy into the market. But, as always, the startup world remains a dynamic, ever-evolving landscape.

So, what's your take? Are we witnessing the rise of a new era in consumer startups, or is it just another fleeting trend? Dive into the conversation and share your insights!

Tech Travel Resolution

In a world where Gen Z and younger Millennials are redefining wanderlust with their wallets, the travel tech scene is buzzing with innovation. Enter Thayer Ventures – the venture capital firm that’s not just riding the tech travel wave, but creating it.

It's no secret that the younger crowd is reshaping travel norms. They're savvy, they're tech-forward, and they're hungry for new tools that make their travel experiences not just memorable, but also smart and seamless. That's where Thayer Ventures comes in, investing in the cutting-edge of travel technology.

I've got a little insider tip for you: Want to be ahead of the travel curve? Keep an eye on Thayer Ventures' portfolio. It's like a crystal ball into the future of travel technology. Occasionally browsing their lineup reveals hidden gems in their early stages—prime opportunities for us early adopters looking for deals and less crowded experiences.

Take Redeam, for instance. This startup is changing the game for your vacation activities. Ever had to miss that exclusive walking tour or last-minute tickets to a Cedric Gervais show? Redeam lets you buy and resell tickets for these experiences. Imagine the possibilities if this concept took flight in the airline industry!

And it's not just about the 'fun' part. Thayer is also investing in hospitality management software, revolutionizing how rentals are managed. This means smoother, more efficient operations for those dabbling in rental properties.

In a nutshell, Thayer Ventures is not just funding companies; they're fueling a movement. A movement where travel meets technology, where ease meets adventure, and where the next generation of travelers finds their perfect tech-savvy travel companions.

Customer Rewind: Simon Sinek

Ever wondered what truly sets apart exceptional customer service? Simon Sinek, in his latest enlightening talk, dives deep into this very topic, and it's a game-changer for anyone in the service industry.

Sinek illuminates a crucial point: excellent customer service isn't just about fulfilling requests; it's about making people feel heard, valued, and genuinely cared for. He shares an eye-opening example contrasting two customer service experiences, highlighting how empathy and effort can turn even a denied request into a positive interaction. This talk is a reminder that the essence of service lies in seeing and treating people as people, not just transactions.

If you're in the business of creating memorable customer experiences or just believe in the power of empathy, this video is a must-watch. Sinek's insights are more than just tips; they're a roadmap to building lasting loyalty and transforming how we serve. Check out the video and join the conversation on redefining customer service in our fast-paced, often impersonal world.

Stanley Keeps Winning

Stanley's vibrant, reusable water bottles, dubbed “Quenchers,” are making waves on TikTok, turning the platform into a colorful showcase of unboxings, reviews, and enthusiastic shopping sprees. These water bottles, ranging from $20 to $60, aren't just a hydration accessory – they're a viral sensation. The hashtag #stanleycup alone has amassed a staggering 6.7 billion views.

The TikTok community's fascination with these cups goes beyond mere utility. Fans of the tumblers share videos that range from emotional unboxings—with reactions including screams and tears during the holidays—to flaunting vast collections of the cups, proving they have a Stanley to match every outfit.

This TikTok-driven popularity has skyrocketed Stanley's revenue, soaring from $74 million in 2019 to an impressive $750 million in 2023, largely attributed to the success of their "Quencher" line. The Stanley cup phenomenon on TikTok is more than just a trend; it's a testament to the power of social media in driving product popularity and sales.

Whats the next brand to pull off virality like this?

What Else Customers Love

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The Duolingo Effect: The best customer experience in language learning is changing peoples behavior even off the platform

Brand Loyalty Lives Or Dies on Delivery: Forbes talks about slow shipping experiences will turn loyal customers elsewhere

Starbucks Continues To Turn On Fans: Turns out their coffee doesnt come from where they say it does

Latest Beauty Tech At CES: CES isn’t all about tech gadgets and cars anymore. Enter the arena beauty tech

Thank You, Come Again

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