Hey fam!
🎶 Now THIS is a story all about how
my Tuesdays got flipped—turned upside down,
And I’d like to take a minute, just sit right there,
I’ll tell you all about a thing called...
🎉 TOTEM TUESDAY 🎉
(the freshest newsletter in all the land!)
🤴
Speaking of fresh things, did you all see the news from Insomniac and Tomorrowland that dropped today? That collab at the Las Vegas Sphere is going to be wiiild!
Totem will have a presence at the Sphere one day too... and it may be sooner than you think 😌
Before we dive into our 3-2-1 for the week, here's the latest rundown on the next shipment.
📦 Shipping Update 📦
Those of you in our queue from ordering earlier this year... we've got some news for you 🎉The upcoming batch will cover everyone who placed their order in January, February, and the first part of March! You can expect to have your tracking numbers in the first week of April.
We have another shipment coming in April that will close out ALL pending orders in the queue, and at that point we expect to be stocking inventory and fulfilling orders right away. Now that festival season has begun, it is important to us to deliver as quickly as possible.
🎁
We know some of you that ordered in January or February were expecting your Totems a couple weeks earlier than this, but we decided to make a key improvement to your Totem based on customer feedback to make your experience as amazing as possible.
Apparently there are some non-standard USB-C charging cables out there that couldn't fit properly into the Totem's charging port. To give you the best experience possible, we redesigned the USB-C port for universal compatibility with every cable out there (even if they're not up to spec!)
This update does mean a slight delay, but it's done with you in mind.
Reminder: If you're one of the 24,000+ people who have received their Totems already, be sure to tag us on Instagram, Facebook or Tik Tok. We repost every single one 💗
OK—let's get this party started.
This is our weekly progress report to all our favorite people.
(especially you, friend — you're the GOAT!)
Welcome to the Totem Tuesday 3-2-1.
3 things we accomplished,
2 things to learn,
1 thing to look forward to
Let’s go, Tribe!
😘
3 things we accomplished
⬇️
1) Totem Compass User Reviews Now LIVE
It's about time we finally answered one of the questions we get asked the MOST on social media...
"Are there any reviews from legit customers?"
Over the past month, we've received bunches of testimonial videos from current Tribemates who have begun taking their Totems out on their maiden voyages 🧭
Watching these video was, by far, one of the most meaningful moments of this entire journey for our team. I promise—there were tears aplenty. 🥹
The reason we're here is to make your world safer, more fun, and more beautiful, so it was incredibly emotional to hear about your experiences first-hand. 🥲
Check out all of the newly published Totem User Reviews on YouTube or on the Totem Blog, and there will be plenty more coming soon! All of these submissions had both positive and constructive things to say, and we included ALL OF IT in each video's description.
If you've had a chance to use your Totems and have time to share your feedback, please do so via our Customer Feedback Portal. Your input is extremely valuable to us and WILL help shape the future of festival tech (and beyond!) 🫶
2) International Reseller Program Official Kickoff 🌎
This year, one of Totem's main goals is increasing access; making the Totem Compass more inclusive to people around the world.
Right now, while we LOVE offering free shipping for everyone in the continental US, it's no secret that our shipping prices and timelines are still very high in many countries around the world.
The Totem Tribe has become so very global over the past year, and it's only becoming more so, therefore it is a huge priority for us to reduce these numbers as quickly as possible.
One way we're doing this is through our International Reseller Program—and guess what??
We officially finalized the agreement and processed our very first Purchase Order from our first international reseller—in Mexico! He's an experienced entrepreneur with a broad network in Mexico, and after seeing so many Totems at EDC Mexico (pictured below!) decided to pop the question and become our first official reseller. 🤩
Interested in selling Totems in your area? We want to speak with you! Fill out our Partnership Inquiry form to get started. 🫶
3) Customer Service Team is on FIRE 🔥
Did you know that we receive more than 30 Customer Service inquiries every single day? That's a lot for a company with less than 10 people on staff!
In the early days of Totem it would sometimes take us days, or even weeks to respond to a new customer inquiry. After all, we went from a 2-person startup to a company with over 10,000 customers in about 48 hours.
Now, our Customer Service team has made incredible strides and is reporting some wildly strong metrics: recently we've gotten our first response time down to less than 16 hours and have an average resolution time of less than 3 days.
These metrics matter so much to us, because we know that Totem will only ever go as far as the Tribe takes us. YOU are, and will always be, our number one priority.
Just a reminder: if you ever have any questions about how to use your Totem or encounter an issue, you can access our Feedback Portal on the website to get in touch with us!
2 things to learn
⬇️
1) Quality Control is Getting EVEN BETTER
We've come a long way with our QC since the early days, but it's about to get EVEN BETTER! 🌱 🔥
Right now, less than 2% of Totems produced are replaced via our Warranty due to hardware defects, which is solid—but we want to get that down to 0!
This week, there will be TWO new layers of QC implemented at the Totem Factory to help make things even more efficient.
We are introducing additional checks for hardware and visual defects on the production line, ANd we are sending a third-party Quality Control team (called QC Advisors, check them out!) to our factory for random spot-checks on future orders.
All of this goes to say... we are so proud of our production teams. They have learned a lot and have succeeded in doing a bang-up job building over 27,000 Totem Compasses for the world. 📈
2) Shipping Protection Makes a Difference
With everything that has gone into creating and delivering the Totem Compass for 27,000+ people all around the world, the LAST thing anyone wants is for their festival plans to be crushed by deliveries lost in transit 😭
Introducing Corso, our new Delivery Guarantee provider LIVE on the Totem checkout page ✨
For an additional $4.99, which can be waived with the click of a button, Corso will cover the cost of all types of delivery issues: lost, damaged, stolen, missing or wrong items, return to sender, and other carrier mistakes. The friendly Corso Concierge handles all your delivery issues with award-winning service. They've handled hundreds of thousands of claims and have maintained a 97% CSAT score on thousands of surveys.
This is YET ANOTHER way that feedback from the Totem Tribe continues to help us each and every day - so keep it up! 💪
1 thing to look forward to
⬇️
1) Necklaces Coming Soon!
We have had an explosive amount of excitement and requests for our Totem Necklace Packs which are coming soon.
Some exciting news: this will be happening sooner than we thought! 🙏
The naming isn't quite final yet, but the completed production samples are arriving next week for the Luxe Necklace Pack (featuring gold and silver chains) and Hardstyle Necklace Pack (which includes a black chain and a black vegan leather braided necklace!)
Get ready to accessorize, baby!!
These packs should be available for purcahse sometime in early May, so keep an eye out for more news surrounding the new wave of Totem accessories 💝
Closing out this week with a quote from our greatest inspiration currently here at Totem HQ...
“The worst of us is not without innocence, although buried deeply it might be. In my work I try to reach and speak to that innocence, showing it the fun and joy of living; showing it that laughter is healthy; showing it that the human species, although ridiculous at times, is still reaching for the stars."
- Walter Elias Disney
This time next week, fam?
See you then 😘
✌️ + 🩷
The Totem Team
(P.S. — if this is your first Totem Tuesday, we hiiighly recommend that you go back and check out all the past Totem Tuesdays on our website. Every single decision we’ve made with the product is detailed extensively in past editions. Have fun 😘)
