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What we can learn from KIPP


KIPP is the network of public charter schools that stands at the vanguard of America’s burgeoning education-reform movement. The acronym means, “Knowledge is Power Program”; the motto is “Work Hard. Be Nice.” That’s also the title of an important...
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The Evolution of Writing on the Internet


This illustration says a lot about the evolution of writing on the Web and our decreasing attention...
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Customer Experience Index Scoring


Continuing with the 4th in a series (#1) (#2) (#3) discussing Customer Experience Indexing (CEI) as a way to measure, plan and act on customer feedback. Again, thanks to those who have offered comments and questions so...
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Declaration of Independence - SaaS Version


When in the course of human events, it becomes necessary for one people to dissolve the political bands which have connected them with another, and to assume among the powers of the Internet, the separate and equal station to which the laws of...
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Strategic Services in Employee Performance Managem


A lot of organisations have tried to implement Employee Performance Managment by buying new software and have failed. One of the most frequent causes is a lack of alignment between organisation strategy and individual performance goals. This applies...
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Websites - Great Customer Service?


Yesterday a friend of mine directed me to a web site that I was not familiar with, getsatisfaction.com. It’s an interesting idea. The company is offering a Web 2.0 customer service solution for everyone/anyone about any product or service while at...
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