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	<title>mark: my words</title>
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	<link>http://www.mark.co.ke</link>
	<description>Curating Africa&#039;s Online pockets of Creativity, Community &#38; Commerce</description>
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		<title>Sunny Bindra&#8217;s Challenge &amp; 4 Ways #TwitterBigStick Must Adapt To Transform Customer Service in Kenya Through Social Media</title>
		<link>http://www.mark.co.ke/2012/02/sunny-bindras-challenge-4-ways-twitterbigstick-must-adapt-to-transform-customer-service-in-kenya-through-social-media/</link>
		<comments>http://www.mark.co.ke/2012/02/sunny-bindras-challenge-4-ways-twitterbigstick-must-adapt-to-transform-customer-service-in-kenya-through-social-media/#comments</comments>
		<pubDate>Thu, 16 Feb 2012 08:49:56 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[Perspective]]></category>
		<category><![CDATA[Africa]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[GotIssuez]]></category>
		<category><![CDATA[How To]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Safaricom]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[Sunny Bindra]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=361</guid>
		<description><![CDATA[This is part of a series of articles I'm writing on customer service in Africa, the basis of which is my upcoming Marketing Africa magazine column titled "The End of Customer Service As Usual." For your viewing pleasure, this version is unabridged.

The Cutting Edge by Watchman reads the popular column in Kenya's The Daily Nation newspaper. Opposite the editorial cartoon lies what for decades has been Kenya's equivalent of the public suggestion box. From apt questions on government departments to quick and witty opinions on current affairs, this column featuring a carefully selected array of 6-7 edited comments from the Watchman’s inbox. It has since morphed into the modern day bulletin board for comments, complaints and compliments.

If a company was praised or berated, a response was all but guaranteed if not put in writing in The Cutting Edge days later by a senior representative of the mentioned organisation. Often addressing and typically acting on the feedback that was shared by the correspondent. But ask any Kenyan of their everyday experience and there are far more frustrations and challenges they face than a 12 by 3 inch column could ever capture. Whether utilities such as water and electricity or consumer products within the home to the moment they step out and have to deal with the bedlam known as Kenyan traffic (overlapping, anyone?)

But closer to us are the brands we interact with. The companies whose products, services and representatives we pay for or are in a position to make demands of. It is here there for all the +4 million readers of the Daily Nation in a day, they couldn't print a newspaper big enough for all of us to comment, complain and compliment the peculiar Kenyan experience. Note: Circulation is +220,000 copies and their estimates are approx. 20 people read each copy (source).

The advent of technology and more importantly the age of social media has foretold a new chapter in empowering people to speak up and take action. And the very real challenge of customer service in the age of pervasive technology, be it the mobile phone, which boasts some 26.4 million subscriptions in Kenya or be it the internet, which an estimated 5.5 million Kenyans have access to. What would happen if the mandate of The Cutting Edge was re-imagined today?]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2012/02/sunny-bindras-challenge-4-ways-twitterbigstick-must-adapt-to-transform-customer-service-in-kenya-through-social-media/feed/</wfw:commentRss>
		<slash:comments>8</slash:comments>
		</item>
		<item>
		<title>An Update: Keynote at re:publica, Speaking and 2012!</title>
		<link>http://www.mark.co.ke/2012/02/an-update-keynote-at-republica-speaking-and-2012/</link>
		<comments>http://www.mark.co.ke/2012/02/an-update-keynote-at-republica-speaking-and-2012/#comments</comments>
		<pubDate>Tue, 14 Feb 2012 01:27:47 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[News]]></category>
		<category><![CDATA[AfricanDigitalArt]]></category>
		<category><![CDATA[Afrinnovator]]></category>
		<category><![CDATA[Android Apps]]></category>
		<category><![CDATA[Galaxy Note]]></category>
		<category><![CDATA[Hub]]></category>
		<category><![CDATA[Lisbon]]></category>
		<category><![CDATA[Mark Kaigwa]]></category>
		<category><![CDATA[Nairobi]]></category>
		<category><![CDATA[Portugal]]></category>
		<category><![CDATA[Samsung]]></category>
		<category><![CDATA[Sandbox]]></category>
		<category><![CDATA[Speaking]]></category>
		<category><![CDATA[Tech Direct]]></category>
		<category><![CDATA[Video Review]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=353</guid>
		<description><![CDATA[Much has been going on since the last update on the blog weeks ago. Here’s a really quick run-down. Sandbox Summit in Lisbon Short story: I didn’t go. It is a long story so you can expect a full-length blog post on it. The summary, two the Portuguese government had no idea how hard it [...]]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2012/02/an-update-keynote-at-republica-speaking-and-2012/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>iHarambee Update: Paid in Full from Nairobi to Lisbon&#8230;Sandbox Global Summit, Here I Come</title>
		<link>http://www.mark.co.ke/2011/12/iharambee-update-paid-in-full-from-nairobi-to-lisbonsandbox-global-summit-here-i-come/</link>
		<comments>http://www.mark.co.ke/2011/12/iharambee-update-paid-in-full-from-nairobi-to-lisbonsandbox-global-summit-here-i-come/#comments</comments>
		<pubDate>Sat, 17 Dec 2011 07:56:19 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[News]]></category>
		<category><![CDATA[Global Summit]]></category>
		<category><![CDATA[Roni Kabessa]]></category>
		<category><![CDATA[Sandbox Network]]></category>
		<category><![CDATA[Update]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=349</guid>
		<description><![CDATA[A few days ago I launched what was certainly my first foray into crowdfunding and with great elation, surprise and excitement I can now announce that my airfare, by Sandbox Network. I want to extend a very heartfelt thank you to Roni, Kara, Nadia and everyone at Sandbox for the gracious opportunity. As my Portuguese [...]]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2011/12/iharambee-update-paid-in-full-from-nairobi-to-lisbonsandbox-global-summit-here-i-come/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>iHarambee: My &#8220;Haba na Haba&#8221; Approach to Fundraising The Sandbox Global Summit And How You Can Support It</title>
		<link>http://www.mark.co.ke/2011/12/iharambee-my-haba-na-haba-approach-to-fundraising-the-sandbox-global-summit-and-how-you-can-support-it/</link>
		<comments>http://www.mark.co.ke/2011/12/iharambee-my-haba-na-haba-approach-to-fundraising-the-sandbox-global-summit-and-how-you-can-support-it/#comments</comments>
		<pubDate>Mon, 12 Dec 2011 22:05:00 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[News]]></category>
		<category><![CDATA[Campaign]]></category>
		<category><![CDATA[Crowdfunding]]></category>
		<category><![CDATA[Global Summit]]></category>
		<category><![CDATA[IndieGoGo]]></category>
		<category><![CDATA[Lisbon]]></category>
		<category><![CDATA[Perks]]></category>
		<category><![CDATA[Portugal]]></category>
		<category><![CDATA[Sandbox Network]]></category>
		<category><![CDATA[Summit]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=341</guid>
		<description><![CDATA[According to Wikipedia, the popular phrase Harambee is summed up as follows: Harambee literally means &#8220;all pull together&#8221; in Swahili, and is also the official motto of Kenya and appears on its coat of arms. I’ve spent the entire year developing a network of social capital with friends, colleagues and partners all around me chipping [...]]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2011/12/iharambee-my-haba-na-haba-approach-to-fundraising-the-sandbox-global-summit-and-how-you-can-support-it/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>An East African Mobile Entertainment Overview: Music Discovery, Nano-economics and Mobile Money</title>
		<link>http://www.mark.co.ke/2011/11/an-east-african-mobile-entertainment-overview-music-discovery-nano-economics-and-mobile-money/</link>
		<comments>http://www.mark.co.ke/2011/11/an-east-african-mobile-entertainment-overview-music-discovery-nano-economics-and-mobile-money/#comments</comments>
		<pubDate>Sun, 20 Nov 2011 23:51:47 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[Perspective]]></category>
		<category><![CDATA[Africa]]></category>
		<category><![CDATA[Analysis]]></category>
		<category><![CDATA[Entertainment]]></category>
		<category><![CDATA[Estimates]]></category>
		<category><![CDATA[Industry]]></category>
		<category><![CDATA[Kenya]]></category>
		<category><![CDATA[Keynote]]></category>
		<category><![CDATA[Mark Kaigwa]]></category>
		<category><![CDATA[Market Intelligence]]></category>
		<category><![CDATA[Mobile]]></category>
		<category><![CDATA[Mobile Web Africa]]></category>
		<category><![CDATA[Numbers]]></category>
		<category><![CDATA[Penetration]]></category>
		<category><![CDATA[Slides]]></category>
		<category><![CDATA[Speech]]></category>
		<category><![CDATA[Statistics]]></category>
		<category><![CDATA[Talk]]></category>
		<category><![CDATA[Tanzania]]></category>
		<category><![CDATA[Uganda]]></category>
		<category><![CDATA[Valuation]]></category>
		<category><![CDATA[VAS]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=337</guid>
		<description><![CDATA[I was invited to give a talk at Mobile Entertainment Africa 2011 in Cape Town, South Africa at the One &#038; Only Resort on the mobile entertainment industry in East Africa.

I identified a number of trends, examples and insight into this market and what to expect in the months and years to come, not to mention one of the largest untapped opportunities within mobile entertainment.

Here's not only my slides, but a detailed breakdown of my talk.

Details, pictures, stats and more when you read the rest.]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2011/11/an-east-african-mobile-entertainment-overview-music-discovery-nano-economics-and-mobile-money/feed/</wfw:commentRss>
		<slash:comments>3</slash:comments>
		</item>
		<item>
		<title>&#8220;Think of the Word Africa, Think Mobile, Think Innovation&#8221; Mark Kaigwa at Innotown 2011</title>
		<link>http://www.mark.co.ke/2011/09/think-of-the-word-africa-think-mobile-think-innovation-mark-kaigwa-at-innotown-2011/</link>
		<comments>http://www.mark.co.ke/2011/09/think-of-the-word-africa-think-mobile-think-innovation-mark-kaigwa-at-innotown-2011/#comments</comments>
		<pubDate>Wed, 28 Sep 2011 14:22:52 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[Perspective]]></category>
		<category><![CDATA[Video]]></category>
		<category><![CDATA[2011]]></category>
		<category><![CDATA[Africa]]></category>
		<category><![CDATA[Alesund]]></category>
		<category><![CDATA[Innotown]]></category>
		<category><![CDATA[Innovation]]></category>
		<category><![CDATA[June]]></category>
		<category><![CDATA[Keynote]]></category>
		<category><![CDATA[Mark Kaigwa]]></category>
		<category><![CDATA[My Story]]></category>
		<category><![CDATA[Nairobi]]></category>
		<category><![CDATA[Norway]]></category>
		<category><![CDATA[Technology]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=306</guid>
		<description><![CDATA[Without further ado I present the full video and transcript of my talk at Innotown 2011. I’ve given the summary and the long form story of my experience at Innotown in June of 2011. 

Video, Transcript and more info on it when you Read the Rest!]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2011/09/think-of-the-word-africa-think-mobile-think-innovation-mark-kaigwa-at-innotown-2011/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Bringing Africa to Alesund, From Nairobi to Norway: My Story at Innotown 2011</title>
		<link>http://www.mark.co.ke/2011/09/bringing-africa-to-alesund-from-nairobi-to-norway-my-story-at-innotown-2011/</link>
		<comments>http://www.mark.co.ke/2011/09/bringing-africa-to-alesund-from-nairobi-to-norway-my-story-at-innotown-2011/#comments</comments>
		<pubDate>Mon, 05 Sep 2011 08:00:00 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[Perspective]]></category>
		<category><![CDATA[Africa]]></category>
		<category><![CDATA[Alesund]]></category>
		<category><![CDATA[Conference]]></category>
		<category><![CDATA[Innotown]]></category>
		<category><![CDATA[Innovation]]></category>
		<category><![CDATA[Mark Kaigwa]]></category>
		<category><![CDATA[Missing Link]]></category>
		<category><![CDATA[My Story]]></category>
		<category><![CDATA[Rich Mulholland]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=289</guid>
		<description><![CDATA[This is a long and deep look at the behind-the-scenes of my trip to speak at Innotown in Norway a few months ago. From the first email, to my take on the city, architecture, pictures, boat rides and more importantly my talk and reality TV debut from my feature on Norway's TV2 television station.
]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2011/09/bringing-africa-to-alesund-from-nairobi-to-norway-my-story-at-innotown-2011/feed/</wfw:commentRss>
		<slash:comments>5</slash:comments>
		</item>
		<item>
		<title>My Sketchnotes from the Innotown Conference in &#197;lesund, Norway</title>
		<link>http://www.mark.co.ke/2011/07/my-sketchnotes-from-the-innotown-conference-in-lesund-norway/</link>
		<comments>http://www.mark.co.ke/2011/07/my-sketchnotes-from-the-innotown-conference-in-lesund-norway/#comments</comments>
		<pubDate>Mon, 18 Jul 2011 04:00:50 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[Perspective]]></category>
		<category><![CDATA[Alesund]]></category>
		<category><![CDATA[Bill Strickland]]></category>
		<category><![CDATA[Biomimicry]]></category>
		<category><![CDATA[Dayna Baumeister]]></category>
		<category><![CDATA[Economics]]></category>
		<category><![CDATA[Innotown]]></category>
		<category><![CDATA[Innovation]]></category>
		<category><![CDATA[Jeffrey Skunk Baxter]]></category>
		<category><![CDATA[Mark Kaigwa]]></category>
		<category><![CDATA[Norway]]></category>
		<category><![CDATA[Notetaking]]></category>
		<category><![CDATA[OODA Loop]]></category>
		<category><![CDATA[Peak Oil]]></category>
		<category><![CDATA[Problem Solving]]></category>
		<category><![CDATA[Richard Heinberg]]></category>
		<category><![CDATA[Sketches]]></category>
		<category><![CDATA[Sketchnotes]]></category>
		<category><![CDATA[Stephane Garelli]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=269</guid>
		<description><![CDATA[I’m the son of a retired army major and an interior designer. For this among other reasons you could say art runs in the family. All my exercise books and textbooks from pre-school all the way to Form 4 (12th grade) have drawings, sketches, cartoons and caricatures filled in them in the space that wasn’t marked for writing notes and any blank space or page.

So when I found out a while back that there’s people who’ve taken this into a very unique career, the likes of Austin Kleon and Mike Rohde I set out to make sure I start thinking visually and taking better sketchnotes of talks and speakers I listen to.

Which brings me to this blog post; Innotown is the most amazing conference I’ve ever been to. It was a life-changing and mind-blowing experience that had my brain tired from all the sponge-work it was doing. Listening, noting down and reflecting on the amazing lessons I was learning from 8 of the smartest people on the planet talking about innovation, technology, nature, the deep sea, marketing, social change, energy, music and nuclear science (yes, those two together) and finance and economics.

These are my sketchnotes.
]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2011/07/my-sketchnotes-from-the-innotown-conference-in-lesund-norway/feed/</wfw:commentRss>
		<slash:comments>10</slash:comments>
		</item>
		<item>
		<title>Social Media for African Businesses &amp; Startups: An #mbgeeks Discussion</title>
		<link>http://www.mark.co.ke/2011/06/social-media-for-african-businesses-startups-an-mbgeeks-discussion/</link>
		<comments>http://www.mark.co.ke/2011/06/social-media-for-african-businesses-startups-an-mbgeeks-discussion/#comments</comments>
		<pubDate>Wed, 29 Jun 2011 05:44:18 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[Digital Marketing]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[#mbgeeks]]></category>
		<category><![CDATA[Africa]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Chat]]></category>
		<category><![CDATA[Jesse Oguntimehin]]></category>
		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=256</guid>
		<description><![CDATA[Following the #mbgeeks Twitter Chat discussion hosted by Jesse Oguntimehin, last month I promised to write my thoughts out in a blog post to share and allow for the conversation to continue past Twitter.

I tackle 7 questions facing Social Media in business in Africa today.]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2011/06/social-media-for-african-businesses-startups-an-mbgeeks-discussion/feed/</wfw:commentRss>
		<slash:comments>5</slash:comments>
		</item>
		<item>
		<title>Curating 75 years of African Animated Films for CinemAfrica: The Backstory</title>
		<link>http://www.mark.co.ke/2011/05/curating-75-years-of-african-animated-films-for-cinemafrica-the-backstory/</link>
		<comments>http://www.mark.co.ke/2011/05/curating-75-years-of-african-animated-films-for-cinemafrica-the-backstory/#comments</comments>
		<pubDate>Tue, 24 May 2011 05:00:23 +0000</pubDate>
		<dc:creator>Mark</dc:creator>
				<category><![CDATA[African Animation]]></category>
		<category><![CDATA[75 Years]]></category>
		<category><![CDATA[Africa Movie Academy Awards]]></category>
		<category><![CDATA[African Film]]></category>
		<category><![CDATA[Animated Films]]></category>
		<category><![CDATA[Animation Forum]]></category>
		<category><![CDATA[CinemAfrica]]></category>
		<category><![CDATA[Durban International Film Festival]]></category>
		<category><![CDATA[Durban Talent Campus]]></category>
		<category><![CDATA[Ebele Okoye]]></category>
		<category><![CDATA[Egypt]]></category>
		<category><![CDATA[Galiwango]]></category>
		<category><![CDATA[Gatumia Gatumia]]></category>
		<category><![CDATA[Joe Frans]]></category>
		<category><![CDATA[Kenya Embassy]]></category>
		<category><![CDATA[Solomon Jagwe]]></category>
		<category><![CDATA[Soul Boy]]></category>
		<category><![CDATA[Stockholm]]></category>
		<category><![CDATA[Sweden]]></category>

		<guid isPermaLink="false">http://www.mark.co.ke/?p=212</guid>
		<description><![CDATA[Just over a month ago, I was in Sweden for CinemAfrica's annual film festival. CinemAfrica is one of Europe's respected African film festivals and takes place in the beautiful Swedish capital, Stockholm. I was glad to be African Animation Curator at the film festival for it's first African animation focus and put together a 4 hour Forum with African animators, animated films and Swedish animation professionals. This is the story behind the event including animated films from Nigeria, Kenya, Uganda and pictures from my interactions with Swedish Television, Radio and the press. All this and more after the jump!]]></description>
		<wfw:commentRss>http://www.mark.co.ke/2011/05/curating-75-years-of-african-animated-films-for-cinemafrica-the-backstory/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
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