Use 5 Whys to identify a process cause behind a loyalty-performance problem.
The metric drop Silver reward redemptions are down 17% after a catalog update. The team can either add a richer reward or trace the failure path. The wrong first fix can make the program more expensive while leaving member trust broken. 5 Whys Problem -> why -> why -> countermeasure Ask why with evidence until the answer points to a process countermeasure, not just a louder campaign. Symptom fix Add richer rewards immediately. The fix addresses the cause, not just the visible metric. A useful why narrows the next investigation and points toward prevention. 01 Define 02 Trace 03 Try…
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