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Klaus Wertenbroch
From a customer perspective, the only thing more frustrating than being denied a product or service is when that denial comes without a satisfactory explanation. As humans, our ability to deal with...
    How you communicate a message is as important as the message itself. When it comes to internal communications, this certainly holds true. Company culture can give your organization a major strategic advantage in these changing times. But what your culture consists of—goals, values, and practices—...
    Does the phrase “garbage in—garbage out” (GIGO) ring a bell? That’s the idea that if you use flawed, low-quality information to inform your decisions and actions, you’ll end up with a rubbish outcome. Yet despite the popularity of the phrase, we see such bad outcomes informed by poor data all the...
    As part of the MIT Task Force on the “Work of the Future’s” recent series of research briefs, MIT professors Paul Osterman and Kathleen Thelen highlight the critical role that skills, education, and workforce training play in providing pathways to employment for low- and moderate-skilled workers...
    Research has shown that during economic uncertainty, companies that find a balance between reducing resources to survive and investing in key areas for growth will fare better through the recession and beyond. It’s a nuanced approach to playing offense and defense at the same time. But many small...

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