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iLead w/Straine — Connect The Dots

Published on December 30, 2014

Connect the Social Media DotsIn adult discourse the phrase “connect the dots” can be used as a metaphor to illustrate an ability to associate one idea with another, to find the “big picture,” or salient feature, in a mass of data. Are you able to connect all the dots for your customers? It starts with asking the right questions.

Probing is the skill of asking questions to gather information and uncover your customers’ needs. There are two types of probes:  open and closed.

Open probes encourage your customer to respond freely; closed probes limit the response to yes or no, or to a choice among alternatives that you provide.

Straine’s Amazing Open Probe:  Ask every customer, “What do you want?”  And listen to the answer.

“A lot of people in our industry haven’t had very diverse experiences. So they don’t have enough dots to connect, and they end up with very linear solutions without a broad perspective on the problem. The broader one’s understanding of the human experience, the better design we will have.” ~ Steve Jobs

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