Why 200,000 Customers Chose to Send Video Messages Instead of Star Ratings
Star ratings turn complex experiences into meaningless numbers. Livstick captures what customers actually feel through video and turns it into actionable insight.
Customers Want to Be Heard, Not Scored
If you book a flight, rent a car, or stay in a hotel, you know what happens next. A survey lands in your inbox and asks you to rate the experience from one to five stars. Most people ignore it. Those who respond reduce a complex experience to a single number.
For Olivier Adler, founder and president of Livstick, that feels like a missed opportunity. He has spent his career building software companies and saw firsthand how hard it is for brands to understand what customers really feel. The more businesses relied on generic surveys, the less they heard the human stories behind the data.
He wanted feedback that sounded like a real conversation, not a spreadsheet.
Livstick Turns Spoken Emotion Into Decision-Ready Insight
Olivier also operates a gifting venture that uses QR codes to let people attach video messages to physical gifts. Through that experience, he discovered two powerful truths: people are comfortable speaking on camera when they are addressing someone they care about, and short video clips can carry extraordinary emotional weight. Livstick builds on that foundation, applying those same insights to customer experience.
A brand invites a customer to scan a QR code and record a short video or audio message about their stay, purchase, or interaction with a team. Livstick captures the message, then its AI engine goes to work. It transcribes what was said, identifies topics, flags positive and negative themes, and measures sentiment and intensity. The platform generates a clear summary for each review and aggregates insights across locations, product lines, and time.
Today Livstick works with more than 60 clients, has processed over 200,000 messages, and serves customers in 140 countries, including global names in retail and luxury. It gives those teams a way to listen at scale without losing the nuance that makes feedback useful.
A World Where Feedback Feels Human Again
Olivier feels that companies should treat feedback as a chance to build a relationship, not as a compliance step. When a guest takes time to record a message, they want to feel that someone has genuinely heard them. With Livstick, brands can pick up on strong emotions, route urgent cases to a human, and respond in a way that feels personal.
At the same time, marketers and product leaders get something rare: the ability to watch real customers talk about their experience in their own words, with the platform highlighting patterns they might miss in a sea of numbers.
Olivier imagines a world where speaking to a company feels as natural as sending a voice note to a friend. If that happens, feedback stops being a chore and becomes part of a more human loop between customers and the brands that serve them.
About Flashpoint POV Spotlights
Flashpoint Global produces each Founder POV Spotlight using its proprietary category leadership framework. Every Spotlight begins with a Future Narrative session, where a founder’s POV is clarified and operationalized as the lens through which new categories are built. The result is content that moves founders beyond product messaging and into the role of category leader, helping the market understand the problem, the stakes, and the future being created.
If you are a founder building a new category, learn more.
