The voice-of-customer loop

Capture every call in the CRM, verbatim. Route bugs to support the same day and requests to the feedback log. Onboarding owners send a weekly one-pager to Dom Watts and John Cooper: top three blockers, top three requests with the problem behind each, Holly trust incidents, voice complaints by pattern, 14-day activation by cohort, silent accounts, churn reasons verbatim. Close the loop at the next call: fixed, decided against or parked. Never a date. Repeated demo themes: "very feature heavy", worry that AI might post something untrue, and output feeling "too AI".

A stakeholder feedback agent is a proposal only (two founders agreed in principle on 15 October 2026; not put to the other founders or Karl Foster). Do not mention it to customers or promise anonymous feedback.