Which brand doesn't claim to put the customer at the centre of their business? Whilst many claim to have a customer-centric business approach, we can all think of many brands that do not deliver on the promise. Customer experience often doesn't match up.

This week, Paul Bay interviews Iain Jacob, President Dynamic Markets of the global media agency network Starcom.

Iain discusses his thoughts on two models for brands, one based on Acquisition (Make, Package, Sell) and one based on Experience (Listen, Develop, Serve). He shares his views on how many brands and their agencies are now in the business of developing experiences for communities, rather than just selling to them.

In this Monday Media Chat, Iain challenges the media industry to be more prepared to consider human behaviours rather than consumer insight.

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Paul Bay (founder of citizenbay and citizensound) and Bernhard Glock (founder of Bernhard Glock Media Leadership Company) discuss some of the hot topics of the media communications and marketing worlds

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