Why is a very powerful word.
One of the most popular Ted talks of all time, over 19 million views, asks you to start not with the how of your business but the why of your business.
Why asked 5 times is the basis of the incredibly powerful 5 Whys root cause analysis technique.
Young children find out how the world works by asking why a seemingly endless number of times.
So when you are considering investing considerable time and resources in rolling out a new customer feedback or Net Promoter® program you should make sure that why is the first question you ask as well. [Read more…]