How to Win, Keep or Lose Customers

In the past couple of weeks, there’s been some world famous PR disasters. Pepsi’s embarrassing appropriation of counterculture, multi-ethnicity and grassroots demonstrations was one. United Airline’s violent enforcement of ridiculous procedures was another. And finally, last week an American Airlines’ flight attendant yelled at a crying mother and hit her with her stroller, narrowly missing the baby in her arms. These are of course major fails, that senior management are working around… Read More

Why I Left Advertising

A couple of days ago, my friend Matt Eastwood, who is the Global Chief Creative Officer at J Walter Thompson (you can’t get much higher than that in creative roles in advertising), was interviewed by Indian website Live Mint. In the interview, he proclaimed that “it is the best time to be working in advertising”, because “now, you can invent a new product” [instead of just doing “advertising”]. So basically, he is… Read More

Shame is Transforming TV as we Know It

You may not have heard of “Skam” (Norwegian for “Shame”) yet, but trust me, you will hear a lot about in the future. Or at least, your kids will. Shame is a drama TV series, that is transforming the way people consume content. Showing that even traditional TV station can create content that resonates, and is delivered in a new and engaging format. Let me explain how. In 2015, NRK (Norwegian state owned broadcaster)… Read More

The Revolution Will Not Be Televised (It’s already happening on Facebook Live)

You may have noticed that your friends on Facebook, and especially media outlets have started going live on Facebook (Instagram recently launched a similar feature). It’s becoming the new way of covering live events – big and small. Linear TV is, as we all know, dying a slow and rather painful death. Entertaining or informative content, is not. We have completely changed the way we consume media. We still watch “TV”, but… Read More

The Fine Art of Customer Experience Creation

Most companies spend a lot of money on branding and marketing activities. Doing advertising and branding in the right channels at the right time is a great thing to do for improving your brand performance and ROI. Many companies even invest large sums in CRM systems to improve customer retention. But many companies seem to miss out on the one thing that makes people buy from you again and again: Customer Experience…. Read More

F