Dear WeddingPro Community,
On the heels of recent media coverage, I wanted to reach out directly.
First, let me speak clearly and unequivocally: we do not tolerate any fraudulent or unethical practices on our platform and in our company. We don’t know why these articles repeat out of date, inaccurate and misleading claims, years after they were thoroughly investigated and resolved. I can personally assure you it doesn’t reflect our principles, nor how we operate at The Knot Worldwide.
We hold the trust of partners like you in the highest regard. Without your partnership, our business wouldn’t be what it is today. I always remind myself and the team at TKWW that we have to earn your partnership time and time again. That is why, in the spirit of transparency, I want to share how we’re taking your valuable feedback and turning it into action. Here are a few recent initiatives we’ve been focused on:
- Improving support & account management. We have been making investments to improve how you are able to reach us. In fact, we improved customer support response time by 63% in the past few months. Additionally, to help ensure a smooth start, our team is piloting a program to deliver feedback and customized suggestions to new customers at 90 days in, as they work to optimize their storefront.
- Investing in upgrades. Based on feedback, we’re investing in tools that can help you stay organized, save time and get more bookings faster. We’ve started unifying The Knot and WeddingWire tools, and introducing new solutions such as the WeddingPro Inbox and Insights to provide greater ease of communication and insights tailored to your business. We also rolled out a recent improvement where couples can add their phone numbers to leads through The Knot. More to come.
- Strengthening partnerships and hearing from you. Recently, we shared that we’re launching a customer advisory board where I, along with fellow leaders, will engage and gather perspectives from a group of vendors spanning multiple categories and geographies. Plus, we have nearly 2,000 vendors in our beta testing groups to provide real-time feedback on what’s most valuable to them. We’re also excited to be ramping up in-market activities—including social events where we can learn from you, and I am especially excited to speak with many of you at WeddingMBA.
- Introducing quarterly updates. Moving forward, I’ll send business updates once per quarter to provide line of sight into what we’re working on to improve vendor experience and ensure our priorities reflect yours. Consider this the first of many.
We know there is always more work to do, and that topics such as lead quality, search results and support/account management are top of mind for many. It’s our priority to continuously create a better experience for you, and you can expect to hear from us on these topics and more in the near future.
If you have any questions, or just want to say hello, please do reach out to your Account Manager or Customer Success Team. They’re here to help. Thank you for all you do for the industry and couples.
Take care and talk soon,
Tim Chi
CEO, The Knot Worldwide
