Using the What, Why, How method is a great way to improve your customer service. Having a refined model will also improve the entire customer experience, reduce customer churn and increase customer retention.
Let’s use a real life example, you’re a web development company and your #1 customer complaint is that you don’t deliver the newly created website on the date you promised to your customer. How can you use What, Why and How to grow your business?
What: You’re not delivering on your deployment dates for your customers.
Why: Understanding why takes investigation or as I call it, putting the problem understand a microscope. Is it because your team isn’t working well together? Is it because you don’t have the correct processes in place? Is it because your project management is broken? Whatever the root cause is it needs to be understood to be able to fix the problem. Too often we recognize a problem (what) and immediately move into solution mode without understanding why it is happening.
How: Creating the how to the problem depends on what the why is. Let’s say the root cause is because your project management process is broken. Perhaps the solution is having recreate your program to ensure scope creep doesn’t happen which delays progress.
How is this going to grow your business? Understanding the root cause in the why phase will ensure you can create the correct how. By doing so, you’ll be able to reduce customer churn and increase retention which can influence word of mouth marketing.