This is the Why

Hello and welcome to The Why, the newsletter where we dive deep into the heart of customer interaction, product development, user engagement, and the crucial quest for customer retention. I am your host, Steve Karam, a tech-enthusiast and customer success leader with a knack for building, creating, and connecting.

So, why The Why? Well, it's simple: In our fast-paced, technology-driven world, we are so often caught up in the 'how' of things. How to attract customers, how to build products, how to educate users. These 'hows' are certainly important, but in our relentless pursuit of 'how,' we sometimes lose sight of the 'why.'

But 'why' is the cornerstone upon which every successful initiative is built:

• Why does a customer choose our product?

• Why do they keep coming back?

• Why do they disengage?

The answers to these questions provide us with valuable insights into our customers' experiences and expectations. They guide us in refining our products, sharpening our services, and constantly improving our overall user experience.

Here at The Why, we are going to challenge ourselves to always ask 'why' when we plan a new customer initiative. We will delve into the motivations behind the decisions customers make, the preferences they express, the needs they articulate, and even the complaints they raise.

But The Why is not just about understanding customers. It's also about understanding ourselves. Why do we develop the products we do? Why do we structure our services the way we have? Why do we engage with customers in the way we've chosen to? These questions give us a chance to scrutinize our own actions, assess our methods, and ensure that our strategies align with our mission and vision.

This exploration of 'why' won't always be easy. It will require us to question our preconceived notions, to listen more than we speak, and to be ready to change the way we do things. But I believe that in doing so, we will build a stronger, more customer-centric ethos that benefits not just our customers, but our entire organization.

So join me on this journey of discovery, as we ask the big questions, challenge the status quo, and find our 'why.'

Remember, the question isn't just how we're going to do things, but WHY we're doing them at all.

Looking forward to exploring the 'why' with you.

Steve Karam