I once wrote about connecting the dots. But connecting the dots isn’t constrained to strategic thinking, it applies in every domain. For example, to read a person’s unspoken thoughts, you can read their body language. This takes some preparation, but it is really about connect the dots within a context.

Taking this example further, the same principle applies in the domain of customer experience. What does connecting the dots look like? To illustrate, here is what happens at Gramercy Tavern (from the book Influencer):…