Do not climb the ladder too fast
Use the Ladder of Inference to distinguish observed CAB evidence from interpretation and action recommendations.
The move: label the rung before you act. A strong CAB synthesis does not treat every comment as equal, and it does not treat every vivid quote as truth. It preserves the difference between what happened and what you inferred. Observation Write the customer's words, role, segment, and context. Keep it close to the raw evidence. Pattern Show repetition or contrast. Did three roles say the same thing? Did champions and skeptics differ? Did the issue cluster by company size? Interpretation Explain what you think the pattern means. Use tentative language because interpretation is where bias enters. Decision implication Name…
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