The ConnXion, Volume 3, Issue 5
Voice of the Customer is the process of gathering, understanding, and responding to customer feedback to improve products, services, and experiences, and while many organizations claim to have a VoC strategy, too often it ends with a survey or a suggestion box. Valuable insights go unheard, and nothing really changes.
At WLT, we take a different approach. We don’t just collect feedback; we build it into our roadmap. We turn insights into action and use our customers’ voices to shape real, lasting solutions. Voice of the Customer isn’t a formality for us; it’s a commitment we live by.
What Implementation Should Actually Look Like
We know the frustration because we’ve spent decades helping organizations overcome it. Here’s how we do things differently:
Not Just Feedback but a Promise to Act
When you sign with us, we don’t hand you off to a junior team and wish you luck, or worse, send you a checklist and a video library so you can assemble your system like it’s a weekend DIY project. This is complex work. You need pros.
Collecting input is easy, but acting on it takes discipline, resources, and resolve. That’s why, after the two-hour private client roundtable ends, WLT makes a public commitment to implement the first 10 client-prioritized enhancements within 12 months at no additional cost to clients. And in many cases, we go well beyond that benchmark.
By the Numbers:
- 60–70 client-submitted enhancement ideas each year
- 30+ enhancements implemented annually
- 0 excuses—just action and accountability
This isn’t a symbolic gesture. It’s a proven, structured part of how we improve our software, processes, and client relationships year after year.
From Vendor to Trusted Partner
Too often, client suggestions fall into a void of good intentions and vague timelines. At WLT, we know our clients are our best strategists. They’re in the trenches every day, and their insights are invaluable. That’s why when they speak, we listen and act.
Our commitment to client-driven innovation has helped us earn a unique level of loyalty. Time and again, clients tell us: WLT doesn’t feel like a vendor. It feels like family.
The Real Voice of the Customer
What sets WLT apart isn’t just our technology or service, it’s the way we elevate the voices of those we serve. We don’t just check the box on a Voice of the Customer program. We create space for honest, unfiltered dialogue, follow through with measurable outcomes, and invite clients to lead the way.
That’s why our Client Roundtable is held in private, with WLT stepping out of the room entirely so clients can speak openly, candidly, and without influence. It’s a bold choice, but one that reflects our belief that the best strategies come not from boardroom brainstorms, but from authentic client conversation, preferably with ocean views and a side of sunshine.
We’re already looking forward to another year of real talk, fresh ideas, and meaningful connections at this year’s client conference. See you in Clearwater!