Sunday Edition #16: Product Over Pomp
Why the AI "Thirst Trap” era is over and what will win out
Happy Sunday, everyone.
In a world where it’s easier than ever to add “sparkles” to a logo and call yourself an AI company, the only thing that actually matters is whether your product works. The hype cycle is entertaining, but the retention numbers don’t lie.
Let’s get into it.
Escaping the AI Thirst Trap
Des went on Mostly Growth this week to explain why the old marketing playbooks are failing. His take? Stop trying to “fix the narrative” and obsess over the product.
Here are a few standout moments:
Authenticity is the new marketing: Your customers are your best marketers. Their genuine satisfaction is the only signal that cuts through the noise.
The retention reality check: The data on AI-native companies is brutal. Retention rates are significantly worse than traditional SaaS because the products don’t deliver. Customers leave once they realize it’s all smoke and mirrors.
The “Thirst Trap” economy: Des noted that companies are posting “thirst traps for investors.” They redesign the logo and hope no one notices the churn. But as Des continues to say, “Reality bats last in software.”
In the end, it’s all about product performance. Podia recently added Fin to their customer support and they’ve seen unbelievable progress.
You may be thinking, “Hey! This is a Fin Substack so clearly there’s some bias.” And to that we say 1) Chill out, and 2) Don’t just take our word for it:
Looking ahead
Speaking of product, Declan shared why he’s never been more excited about where we’re going. The focus remains on delivering real, tangible impact for our customers.
To read the full post, tap the image or here
Declan reiterates:
Don’t chase AI just because it’s trendy; tie it to real business goals
AI isn’t wiping out jobs but changing them by taking over repetitive tasks
If you want AI to really scale, treat it like a company-wide change
For companies looking to implement Fin, we’ve created a step-by-step Blueprint explaining exactly how to scale. And if the online Blueprint isn’t enough…
Mark your cals, Californians
This Thursday we are hosting a Blueprint meetup in San Francisco. If you’re around, come join us to talk shop, meet the team, and discuss how AI is actually working in the wild. You can get the details and sign up here.
We’re hiring
If you’re reading this and nodding along, we are looking for you (that’s right, you). We want people ready to work on products that actually work rather than polishing narratives.
Karen posted this week that we are hiring heavily across RAD. We’re looking for researchers, data scientists, and engineers who want to build the future of AI-first support.
Check out Karen’s post and video here; specific job opportunities are listed in the comments.
Our parting thought
The “AI thirst trap” era is over. In 2026, real products, not promises, will do the talking.
Let’s keep building.