Constructive feedback is always helpful, one must be open to look at different perspectives and not be stuck to look at things in one direction, be willing to communicate which includes listening and understanding, explaining and updating your customer.

Customers are human, humans have emotions, moods, preferences, good days, bad days. 'Mixed signals' are 'human signals.' In order for us to improve service it is important for us to understand the context...what is the customer trying to achieve, what are they hoping to accomplish, what are they feeling at the very moment of 'service' or interaction. Knowing the context, emotions and needs of a customer is imperative for us in order to deliver the appropriate response and service experience. One of the tools we can use is Customer Experience Journey Mapping. Allowing us to understand the context and truly pinpoint what are customers' needs are during the 'moments that matter!' Enabling us to read the 'signals' accurately.

"Conflicting feedback is an opportunity to better understand your customers' diverse needs. Here’s how I would approach it: 1. Segment the audience: Identify distinct customer groups by analyzing their feedback and behavior. Tailor solutions and responses to address the specific preferences of each segment effectively. 2. Prioritize common themes: Look for overlapping concerns or recurring issues across the feedback. Address these high-priority areas first, as they impact the majority of customers. 3. Encourage dialogue: Engage directly with customers to clarify their concerns and gather deeper insights. Use surveys, focus groups, or one-on-one interactions to refine your understanding.

Mixed signals means: 1. Some hidden issue (behavioral, anger, misbehave etc.) 2. Trying to understand more about my product/services 3. Unclear terms/expectiations. Having a 4th possibility is very rare which may be a confusion on technicality of the offering. How to mitigate: 1. Be honest: If mistake is from your side accept it immediately with humility; ask for some time to work; come with a solution ASAP. 2. Never argue, listen attentively, try to locate the hidden agenda. 3. Clarify terms/conditions only at the end if applicable else apologize and appoint the next meeting.

Handling mixed customer feedback can be challenging, but simplifying the approach can help: 1. Group Similar Feedback: Categorize feedback into common themes for better understanding. 2. Prioritize Actionable Items: Focus on frequent or high-impact issues first. 3. Personalize Responses: Acknowledge and address feedback specific to each customer segment. 4. Show Progress: Share updates on improvements based on feedback to build trust. What approaches have worked best for you?

Customer’s Experience is function of managing the Customer’s Expectations! Knowing the Customer Expectations is via segmentation/persona capturing of feedback and preferences .. Expectations is not the name of the game, actually mapping the feedback and the expectations to the Customer Journey(s) is the real challenge and the mapping is not the end of the story!! Actioning the feedback in a structured ongoing manner is the way .. So the As-IS vs the To-be Customer Journey is the way of CX management and the expectations along with the positioning are the defining factors of the To-be!

Key Points of the Vision: 1. Identify Patterns: • The essential first step to uncover recurring issues and act with precision 2. Prioritize Common Issues: • Focusing on what impacts the majority ensures immediate results and optimizes resources. 3. Communicate Transparently: • Builds customer trust by showing their opinions are valued. 4. Segment the Audience: • Provides personalized solutions to address specific needs. 5. Experiment and Iterate: • Reduces risks by testing solutions before large-scale implementation. 6. Encourage Constructive Feedback: • Helps better understand the root causes behind conflicting opinions.

Uma atitude valiosa é achar os pontos comuns demos diversos e variados feedbacks procurando a convergência das causas. Cada efeito, mesmo que diferentes, podem ter tido as mesmas causas.

To address conflicting customer feedback, I actively listen to understand their priorities, clarify concerns through follow-ups, and identify common ground. I prioritize solutions that address the most critical needs, communicate decisions transparently, and ensure customers feel heard. Continuous monitoring and adjustments help refine the approach and maintain satisfaction.

Para atender a um feedback conflitante, ouça ativamente, identifique padrões comuns e priorize as demandas de maior impacto. Alinhe expectativas com os clientes e comunique as soluções de forma transparente. Isso demonstra empatia e compromisso com a melhoria contínua.