Shows
Everybody hates your brandEpisode 63 - Talking the power of AI and Humanity in building Customer Experiences with Antti KangaslahtiIn today's episode, we talk to Antti Kangaslahti. Antti is a customer experience expert with over a decade of experience in top London agencies across a breadth of industries, including FMCG, technology, finance, telecoms, aviation, and education.We chat about the role of expectations in customer experience, why signature human experiences still matter in an industry increasingly obsessed with AI, and his philosophy of "maalaisjärki” - practical, no nonsense and no hype countryside intelligence from Finland 🇫🇮 External resources:Finntastico website - CLICK HEREFinntastico LinkedIn profile - CLICK HEREAudio-Visual assets:Imagery: Photo by M...
2025-11-2543 minEverybody hates your brandEpisode 62 - Talking Agentic AI with Special Guest Simon SpyerIn this episode, we talk to Simon Spyer. Simon is an entrepreneur and data-driven marketer with experience at some of the best agencies in the UK. 5 months ago, he struck out on his own and started the company Data Agents. Their focus is on helping businesses to determine when and how to use agentic AI to unlock the most value possible. We cover what the right circumstances are for agentic AI to add value, how brands can ensure AI agents are controlled and some examples of brands using them well. External resources:Data Agents we...
2025-11-1133 minEverybody hates your brandEpisode 61 - Talking the complicated world of Martech and AI with Special Guest Rob PellowIn this episode, we talk to Rob Pellow, Executive Technical Director at the independent CRM agency Armadillo, based out of Bristol in the UK. Rob is an expert in the somewhat labyrinthine and opaque world of martech and we talked about that world, its current obsession with integrating AI and where he thinks the future is going. External resources:Armadillo's website - CLICK HEREChoice Hacking YouTube Channel - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashYouTube thumbnail imagery: Photo by ThisisEngineering on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HE...
2025-09-1643 minEverybody hates your brandEpisode 60 - Talking Video game marketing and inclusivity with Special Guest Angela HardingThis episode features an interview with Angela Harding. Angela is a veteran of the video games industry, having spent over 19 years working at Activision Blizzard. She held many roles there, including VP of EMEA for the legendary and enduring Call of Duty franchise.But she moved on from that a year or so ago to co-found Inclusive People, whose mission is to empower technology organisations to unlock their greatest asset—their people! Join us as we chat through everything from how video games promotion has moved on into her latest venture and the real importance of...
2025-08-1243 minEverybody hates your brandEpisode 59 - Talking about the point of Loyalty with special guest Adam PosnerIn this episode, we talk to Adam Posner, founder of the loyalty consultancy The Point of Loyalty.We cover the value of loyalty programs beyond the obvious, when a brand shouldn't have a loyalty program and how a brand's body language can really affect the success of its program. External resources:The Point of Loyalty website - CLICK HEREFor Love or Money report 2025 - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: Don't Lie by Will Harrison CLICK HERE
2025-07-2939 minEverybody hates your brandEpisode 58 - Talking Retail marketing, Loyalty and delicious chocolate with Amy HarmanWe're back. Sorry, it took a while! But we are back with a bang.We talk to Amy Harman, Head of Customer Marketing at Hotel Chocolat. We cover the idiosyncrasies of retail marketing, the value of Loyalty programs, the pitfalls of discounting and also mental health in the workplace. Audio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: Shangri-La by Basixx CLICK HERE
2025-06-2441 minEverybody hates your brandEpisode 57 - Talking creative work, the art of copywriting and Neurodivergence with Special Guest Natalie HowellsIn this new episode, we talk to Natalie Howells - a copywriter, author, and all-round creative person. We cover two topics that are close to her heart.Firstly, how to get the most out of your creative teams, the crucial role of briefing and what impact AI is having and will have on the creative process.Secondly as the author of "Yeah, but how though? - Personal development for the Neurodivergent" we talk to her about the day-to-day challenges of being Neurodivergent in the workplace, the catalyst for her book and how to meet those...
2025-03-0451 minEverybody hates your brandSeason 5 Episode 1 - Talking Loyalty, CRM and AI with Special Guest Tom PhillipsWe've been away for a while but we're back with Season 5 of Everybody hates your brand.We talk to Tom Phillips. Tom has spent over 20 years in Strategy, working in some of the UK’s best marketing agencies with a focus on loyalty, CRM, and digital – so a man after my own heart. He’s worked on brands like BP, Virgin, Costa Coffee, Nespresso, Halfords and Hotel Chocolat and shares that expertise in this season premiere. External resources:Tom's LinkedIn page - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur...
2025-01-2140 minEverybody hates your brandSeason 4 Episode 7 - Talking AI and its impact on Marketing with Special Guest Simone BlakersIn this episode we dive into the fascinating and slightly terrifying world of AI with special guest Simone Blakers.AI. You can’t move in marketing circles (or any business circles really) without someone mentioning AI and how it will help, hinder and/or take over everyones jobs. It’s a scary time for a lot of people but it also seems to be a big opportunity too.Today we are talking about all of that with Simone Blakers of LiquidCX out of Australia. A former agency leader she now focuses her time on helping orga...
2024-05-0138 minEverybody hates your brandSeason 4 Episode 6 - Talking Loyalty with Special Guest Professor Yuping Liu-ThompkinsIn this episode, we go back to school by talking to Professor of Marketing Yuping Liu-Thompkins. Not content with being a Professor at Old Dominion University in the US, she is also the Founder and Director of Loyalty Science Lab whose mission is to create and promote cutting-edge scientific research on brand and customer loyalty. We talk about what drives loyalty, the value of loyalty programs, what loyalty program features really make a difference and more.External resources:Loyalty Science Lab Website - CLICK HERELoyalty Science Lab's Future of loyalty report - CLICK HERELoyalty Sci...
2024-04-0233 minEverybody hates your brandSeason 4 Episode 5 - Talking Email Marketing and CRM with Special Guest Chad S WhiteIn this episode, we talk to Chad S White. Chad is Head of Research at the Oracle Digital Experience Agency, Author of "Email Marketing Rules”, and contributor at marketing profs, CMSWire and Contributor. Basically, he is the voice of authority on email today.You can hear us chat about Email personalisation, the role of channels, testing strategies and what he would choose to put in our marketing room 101. External resources:Oracle Digital Experience Agency - CLICK HEREEmail Marketing Rules Blog - CLICK HEREEmail Marketing Rules (4th edition) - CLICK HERESegmentation & Personalization Ideas to Explore Chec...
2024-02-2748 minEverybody hates your brandSeason 4 Episode 4 - What makes the Rapha Cycling Club a great loyalty program?In this episode we look into what makes the Rapha Cycling Club a great loyalty program. We cover the psychology behind its structure, the community it has built, and how it is helping build their brand. External resources:Above Average YouTube Channel - CLICK HERERapha 500 YouTube video - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: You oughta know by Rockin' for Decades. CLICK HERE
2024-02-1314 minEverybody hates your brandSeason 4 Episode 3 - Why targeting Gen-Z is really lazy marketingIn this first episode of 2024, we discuss why targeting Gen-Z is really Lazy marketing and why marketers should stop doing it.External resources:Shane Gillis Stand-up clip - CLICK HEREIPSOS data - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: You oughta know by Rockin' for Decades. CLICK HERE
2024-01-0812 minEverybody hates your brandSeason 4 Episode 2 - Celebrating our 50th episode by talking CX, Behavioural Science and more with Jen ClinehensWe made it to 50 episodes! Admittedly slowly but hey - we got there in the end. To celebrate this milestone Jen Clinehens returns to the podcast. The former co-host of the podcast for the first 30 or so episodes returns to talk CX, AI and Behavioural Science. We also cover building a business, Jen's entry in Marketing Room 101 and a discussion on Mark Ritson's view on US marketers. Which gets a little spicy.External resources:Choice Hacking - CLICK HEREJen's books and courses - CLICK HEREChoice Hacking podcast - CLICK HEREChoice Hacking Instagram - CLICK H...
2023-11-2849 minEverybody hates your brandSeason 4 Episode 1 - Talking data, insight and marketing tech with special guest Susan RoseSeason 4 has arrived and we start with a cracking episode. We talk to Susan Rose who is an expert in customer-centric retail strategy and customer behavioural segmentation. She has worked in this field since joining Dunnhumby in 1991, where she was part of the team that developed and launched the highly acclaimed Tesco Clubcard loyalty programme.Since then she has founded multiple businesses including retail analytics specialist 5one, Zinc, Keystone consulting and most recently Science of Shopping.In short, she’s smart and experienced and definitely worth 40 minutes of your time to listeExternal re...
2023-10-3142 minEverybody hates your brandSeason 3 Episode 11 - Shining the harsh light of the scientific method on the world of advertising and marketing agencies with Special Guest Mark RazzellWe have our first returning guest to the show.Mark Razzell was our first-ever guest in Episode 11 back in October 2020 when he was Director of Data and Insight at Clemenger BBDO in Melbourne, Australia.And we’ve got him back because he has just launched a new venture called Critical Truth which is designed to shine the harsh light of the scientific method on the world of advertising and marketing agencies.External resources:Critical Truth Website - CLICK HEREMeet the 85% - CLICK HEREThe Invisible Gorilla experiment - CLICK HEREAudio-Visual assets:I...
2023-05-3140 minEverybody hates your brandSeason 3 Episode 10 - Talking starting, growing and selling marketing agencies with Special Guest Craig WheelerIn this episode, I talk to the Managing Director and Co-Founder of the marketing agency WDMP Craig Wheeler. We talk about how he started his agency, how they figured out the strategic direction over the years, the pitfalls of the pitch process and more. Audio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: Letters to Burn by Rockin' for Decades. CLICK HERE
2023-04-2537 minEverybody hates your brandSeason 3 Episode 9 - Talking data, experimental design, and analytics with Special Guest Mallika KelkarIn this episode, we talk to Mallika Kelkar, CRM and CX Senior Data Director at global marketing agency Iris Worldwide. We cover the tricky and sometimes seemingly impenetrable world of data analytics within Marketing. We take a journey through Experimental design, how to work with analysts and data scientists and the value, or otherwise of a dashboard.Audio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: Blue Texas by Rockin' for Decades. CLICK HERE
2023-04-1138 minEverybody hates your brandSeason 3 Episode 8 - Talking CX, CRM and customer expectations with Special Guest Lucy HalleyWe're back in the world of interviews with a bang. Customer Experience (CX) has been a big focus for clients and agencies alike over the last few years. Luckily, we have an expert in the shape of Lucy Halley - the Executive Head of Strategy at agency Havas CX Helia - to guide us through it in this episode.We cover what CX is, the role customer's expectations play in the perception of CX, the blockers to great CX and Lucy's marketing pet hate that she wants to be put into the EHYB Room 101.Audio-Visual...
2023-03-0926 minEverybody hates your brandSeason 3 Episode 7 - Don't forget to destroyIn this episode, we talk about why marketers shouldn’t be afraid to cut their losses, the 'Rob Recommends' feature covers Mark Ritson's latest article and you get the chance to see my face on a webinar. Perish the thought. External links referenced:The Mark Ritson article. CLICK HEREThe Webmart webinar. CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: On the trail by Tigerblood Jewel. CLICK HEREMusic: Pop's don't lie by Peter Crosby. CLICK HERE
2023-02-0711 minEverybody hates your brandSeason 3 Episode 6 - Marketing Room 101 Part 2In this episode, we make some new additions to the "Everybody hates your brand' Marketing Room 101 podcast. Marketing purgatory is starting to get full......If you want to get in touch to suggest your own proposed entrants you can find us on Twitter and LinkedIn. Maybe you'll get them sent away for all eternity!External links referenced:Rob's Twitter account for Room 101 ideas. CLICK HERERob's Linkedin profile for Room 101 ideas. CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: On the trail by...
2022-12-3110 minEverybody hates your brandSeason 3 Episode 5 - How golf brands convince golfers to buy the same gear year after yearIn this episode, we talk about the marketing tactics that golf brands use in order to convince golfers to spend huge amounts of money to buy essentially the same equipment year after year. We cover three core tactics including some interesting Behavioural Science that you could apply to your own marketing tactics.External resources:Mark Crossfield video - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: Pop's Don't Lie by Peter Croswetr. CLICK HERE
2022-11-2817 minEverybody hates your brandSeason 3 Episode 4 - Talking Marketing as an entrepreneur with Special Guest Lucy KirbyIn this episode, we are joined by the wonderful Lucy Kirby. An entrepreneur with a background in marketing at both agencies and large clients, we discuss how the marketing lessons she has learned in those environments have translated into marketing with a small budget.Audio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HERE
2022-11-0723 minEverybody hates your brandSeason 3 Episode 3 - What Amazon Prime can teach us about loyaltyIn this episode we discuss why Amazon Prime works as a loyalty program and whether a similar program could work for your brand or clients. We also bring back 'Rob Recommends' where we cover two articles that focus on the role of pricing promotions and the dangers of relying on them too heavily. External resources:Ronnie Chieng clip - CLICK HEREMarketing Week article on Price Promotion - CLICK HEREArticle on Fictitious Pricing - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: Pop's Don...
2022-10-2014 minEverybody hates your brandSeason 3 Episode 2 - What AC/DC can teach us about building a brandToday’s podcast is a hard-rockin' one where I talk about what AC/DC can teach us about building a brand.You might not think Marketing Professor Byron Sharp and Hard Rock legends AC/DC have much in common. But it turns out they have a similar view as to how to build a brand - whether they know it or not…In this episode, we give valuable lessons on brand growth using AC/DC and their massive success as a great example of the lessons Byron Sharp detailed in his seminal book "How brands grow".
2022-09-2116 minEverybody hates your brandSeason 3 Episode 1 - Talking Marketing recruitment With Zoe Edwards, Principal Recruitment Consultant for The Industry clubSeason 3 of 'Everybody hates your brand' kicks off in style. We chat with Zoe Edwards - Principal Recruitment Consultant for The Industry Club. She specialises in Planning/Strategy, Senior Account management and Agency management hires in Creative agencies. Prior to that, she spent fifteen-plus years working in large creative agencies as a Business Director. She gets agencies basically.We talk about some fascinating and timely topics including:where the power lies within the current UK job marketwhether Great Resignation is real or media hypewhat marketing agencies are doing to retain talentthe future of...
2022-09-0731 minEverybody hates your brandSeason 2 Episode 5 - What is in your Marketing Room 101?In this episode, we create the EHYB Room 101. A place for all things awful, infuriating and tedious about marketing to be sent to for all eternity. Join us as we work through the first four entrants and ask you to provide us with your own.If you want to get in touch to suggest your own suggested entrants you can find us on Twitter and LinkedIn. Maybe you'll get them sent away for all eternity!The podcast also sees another new feature where I recommend marketing tools, content or people that I have found useful...
2022-03-2318 minEverybody hates your brandSeason 2 Episode 4 - Talking creativity and freelancing with Special Guest Paul TruemanIn this episode, we talk to Paul Trueman - Copywriter and communication consultant. We discuss two fascinating and topical areas - creativity and the life of a freelancer. If you've ever wanted to know how to write a great brief, the best way to feedback on creative or whether freelancing is for you, this podcast has you covered.Paul takes us through pitch horror stories, whether Tone of Voice guidelines are actually useful, and the skills he has (or hasn't) developed going from agency life to fully freelance.External links referenced:Paul's Twitter feed...
2022-03-0243 minEverybody hates your brandSeason 2 Episode 3 - Talking cookie-cutter agency solutions, implementing marketing technology and the impact of the pandemic with special guest Clint BrattonIn this episode, we talk to Clint Bratton, Managing Director, Australia for Track Customer Marketing, which is part of the DDB Group. We discuss the lack of differentiation in agency offerings and solutions, the difficulties of implementing marketing technology without a strategy, and what impact the pandemic has had on his leadership style, amongst many other things.There are fascinating insights into his view on the limitations of customer journey mapping, creating a personalised & human customer experience and supporting people through the pandemic with new policies.Audio-Visual assets:Imagery: Photo by Matthew Brodeur on...
2022-02-2238 minEverybody hates your brandSeason 2 Episode 2 - Talking digital advertising, privacy and identity with special guest Dan RichardsonIn this episode, we talk to Dan Richardson, Yahoo's Head of Data for Australia and New Zealand. He's also an educator and co-chair of the IAB Australia Data council. We discuss how to navigate the choppy, opaque waters of digital advertising, privacy and identity.We cover topics like where an advertiser's money goes, key areas of education marketer's need in order to understand this ecosystem, the role of agencies in helping their clients, and where the future of digital advertising lies. External links referenced:IAB Australia's ID Explainer & Handbook, designed to help buyers and s...
2022-02-0927 min
Everybody hates your brandSeason 2 Episode 1 - Four things marketing agencies don’t know about their clientsIt's back! After too long 'Everybody hates your brand.' has returned. The Season 2 premiere is here and this one is about shedding light on the challenges of working client-side that marketing agencies don't know. From spending a tiny amount of time actually marketing to dealing with insane short term pressures, client-side marketing is a very different world to agency-life with unique challenges. This episode hopes to enable empathy within the agency/client relationship and in turn strengthen it. We also talk about the future plans for the podcast.External links referenced:Ro...
2022-02-0218 minEverybody hates your brandEpisode 32 - Talking the current state of marketing agencies, diversity and working abroad with Special Guest Nicole TaylorIn this one, we talk to Nicole Taylor, CEO of Catorce (14) in Barcelona and former CEO of DDB Sydney and McCann WorldGroup Australia. We cover whether agencies have lost their distinctiveness, the efforts in creating diversity in which she has found success and the positives of working in another country. From her early life in Cessnock in the Hunter Valley to her current life in Barcelona, there are lessons and opinions throughout that could prove valuable to anyone in the marketing or agency world. External links referenced:Catorce (14) agency website CLICK HEREJen's 'Choice Hacking' Yo...
2021-06-1536 minEverybody hates your brandEpisode 31 - Talking about barriers to great thinking and performance with Special Guest Fiona CraigIn the episode, we talk to marketing veteran turned executive coach Fiona Craig about the barriers to great thinking and performance, some tools for removing those barriers, and the impact of the pandemic and hybrid working on a team's performance.From things such as psychological safety to something called radical candour, Fiona gives listeners some solid, practical tools to improve the team's ability to think effectively.External links referenced:'Reinventing organisations' by Frederic Laloux CLICK HERE'Turn the ship around!' by L. David Marquet CLICK HERE'Radical Candour' by Kim Scott CLICK HEREFiona's LinkedIn page...
2021-05-2545 minEverybody hates your brandEpisode 30 - Talking Facebook, agency leadership and diversity with Special guest Liz RocheIn this episode, we talk to the General Manager and Chief Strategy Officer of Havas CX Helia North America, Liz Roche. We cover changes in the agency model, under-utilisation of market technology, how to make the most of Facebook and diversity with marketing agencies.And it really is 'We' this time - we managed to get our technical issues sorted out so both Jen and I appear. Which is nice.External links referenced:'How to Be an Antiracist' by Ibram X. Kendi CLICK HEREHavas CX Helia North America's website CLICK HEREAudio-Visual assets:
2021-05-1137 minEverybody hates your brandEpisode 29 - Talking Market Research, Behavioural Science and Neuroscience with Special Guest Chris BlandIn this episode, we chat to Chris Bland, Director at Walnut Unlimited, who describe themselves as "the human understanding agency". We cover the role of market research and its evolution created by adding in new disciplines like behavioural and neuroscience and some of the tools and techniques that those things entail. We cover quant, qual, NPS and more.External links referenced:Walnut Unlimited's website. CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HERE
2021-04-2731 minEverybody hates your brandEpisode 28 - Talking Loyalty programs, Block Chain and running businesses with Special Guest Phil ShelperIn this episode, we talk to the CEO of Loyalty & Reward Co (Australia's leading loyalty consulting agency) and author of 'Loyalty Programs: The Complete guide', Phil Shelper. We cover off topics like the value of loyalty programs, their future (including Blockchain) and the ups and down's of running your own business. We also bring back the "What we're loving this week" section. Rob talks about the book "How not to plan - 66 ways to screw it up" and Jen brings up Havas CX's X-Index - a way of measuring the impact of customer experience and how different c...
2021-03-3035 minEverybody hates your brandEpisode 27 - Talking marketing in the Art world with Special Guest Charlotte StewartWe talk to Charlotte Stewart, a Marketing Consultant who has worked in the art world for over a decade. We talk through the challenge of marketing in such a unique industry - one built on the scarcity of supply and taste. From working at Christie's to starting her own consultancy working within the secondary art market and newer peer to peer selling platforms, Charlotte has some fascinating insights for all marketers.External links referenced:Charlotte's website. CLICK HERELiquidCX UK's website. CLICK HEREChoice Hacking website. CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Br...
2021-03-1738 minEverybody hates your brandEpisode 26 - Fortnite: A marketing case studyIn this episode, we discuss what is probably the most famous video game of the last 4 - 5 years: Fortnite. Using the Four P's framework we break down what Fortnite did right and how it has become a marketing channel in its own right attracting monster brands like Marvel, Star Wars and more. External links referenced:Rob's in-depth Fortnite article. CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HERE
2021-02-2441 minEverybody hates your brandEpisode 25 - Talking streaming, content creation and marketing with Special Guest Ross Thompson.In this episode, we delve further into the world of video games and marketing by interviewing Ross Thompson AKA TommyT999 - a content creator with 687,000 subscribers on YouTube. We talk about his career as a content creator, how he works with brands and how they can use streaming in their marketing mix.From how he got started, the vagaries of the YouTube algorithm, creativity vs commerce, and the future of his channel, this interview provides lessons for anyone thinking of becoming a content creator or indeed working with them within a marketing plan.External links...
2021-02-0943 minEverybody hates your brandEpisode 24 - Talking independent agencies, COVID and the future with Special Guest James RayRob sits down with James Ray, CEO and Co-owner of Armadillo - a CRM agency based in Bristol in the Southwest of the UK with major global clients including Disney, McDonald's and Carnival Cruises. They discuss life as an independent agency, peer into the future of agencies and the impact of COVID on Armadillo.External links referenced:Armadillo's website. CLICK HEREBristol Creative Industries website. CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HERE
2021-02-0136 minEverybody hates your brandEpisode 23 - Talking marketing in the video games industry with Special Guest Eric FolliotEpisode NotesIn this episode, Rob sits down with Eric Folliot, European Marketing Director for Square Enix - publishers of the Final Fantasy, Tomb Raider and Marvel's Avengers franchises to name a few. We discuss changes in the video games industry that are having seismic effects for marketing both within and outside of the industry.From the emergence of games as a service, the rise of video game streamers, the growth of eSports and the introduction of new distribution and payment models like Xbox Game Pass and PlayStation Now, the video games industry...
2021-01-1939 minEverybody hates your brandEpisode 22 - Talking marketing, AI and startup culture with Special guest Mark BainbridgeEpisode NotesIn the first episode of 2021, we sit down with Mark Bainbridge, Co-founder of Dragonfly AI. Dragonfly is a suite of visual AI products that uses cutting edge neuroscience to accurately predict how the design of any content or experience influences what your audience sees first, across any channel.We discuss launching and marketing a start-up, cultural differences when working in a start-up versus an established brand, and whether AI as a term is a help or hindrance when selling in a new product.External links referenced:Dragonfly's website...
2021-01-1238 minEverybody hates your brandEpisode 21 - What makes Starbucks great?Episode Notes0.00 - 0.20: An introduction to the podcast.0.24 - 24.02: In the main section, we investigate the Marketing and CX ideas that help make Starbucks so successful. We discuss behavioural science, reward programs, culture and more.29.47 - 33.34: Outro.External links referenced:Jen's article on the psychology of Starbucks which features many articles and resources discussed in the podcast. CLICK HERE'Why Starbucks failed in Australia' by Leo Saini. CLICK HERE'How important is Starbuck's loyalty program? on the Motley Fool. CLICK HERE A summary of Robert Cialdini's 'Influence' book. CLICK HERE
2020-12-1833 minEverybody hates your brandEpisode 20 - Talking Print and Purpose (with special guest Richard Boon)Episode Notes0.00 - 0.22: The introduction to the podcast.0.27 - 38.01: In the main section, we spend time talking to Richard Boon, Managing Director of Webmart - a print management and marketing agency with a strong sense of ethics and environmentalism that runs through their operation.38.06 - 39.45: Outro.External links referenced:Webmart's web page featuring their charity game. CLICK HEREForbes article featuring Webmart. CLICK HEREGuardian article on IKEA catalogue discontinuation. CLICK HEREGuardian article on Argos catalogue discontinuation. CLICK HEREGuardian article on the resurgence of printed catalogues. CLICK HEREJICMAIL's website. CLICK...
2020-12-1139 minEverybody hates your brandEpisode 19 - The pros and cons of working abroadEpisode Notes0.00 - 0.21: An introduction to the podcast.0.25 - 42.33: In the main section, we discuss the pros and cons of working abroad. From culture to visas to relocation we talk about it all in preparation for a post-COVID 19 world. 42.37 - 43.47: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about Mark Ritson's 10th Anniversary celebrations at Marketing Week. External links referenced:Mark Ritson's 10th-anniversary articles. CLICK HEREAudio-Visual assets:Im...
2020-12-0443 minEverybody hates your brandEpisode 18 - What makes Netflix great?Episode Notes0.00 - 0.20: An introduction to the podcast.0.24 - 24.02: In the main section, we investigate the Marketing and CX ideas that make Netflix so successful. We discuss the different behavioural and data science techniques that create such a frictionless experience. 29.45 - 33.51: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about another Mark Ritson video and Jen talks about the Sherwin Williams TikTok controversy.29.47 - 30.08: Outro.External links referenced:J...
2020-11-2730 minEverybody hates your brandEpisode 17 - What makes Peloton great?Episode Notes0.00 - 0.21: An introduction to the podcast.0.24 - 31.00: In the main section, we investigate the Marketing and CX ideas that make Peloton so successful. We'll discuss the different behavioural science techniques that create an almost religious devotion to the brand. 31.03 - 33.51: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about a PlayStation 5's London underground take over, Jen talks about brands taking advantage of Twitter's disputed claim notices and Mali the dog m...
2020-11-2034 minEverybody hates your brandEpisode 16 - Talking agency life, consulting & start ups (with special guest Simone Blakers)Episode Notes0.00 - 0.23: An introduction to the podcast.0.25 - 36.51: In the main section, we talk to a very special guest - CX Consultant, Agency leader and startup entrepreneur Simone Blakers. We discuss the role of marketing agencies now and in the future, going it alone as a CX consultant, and the travails of launching a startup.36.55 - 42.10: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about the pitfalls of personalisation and Jen covers t...
2020-11-1342 minEverybody hates your brandEpisode 15 - What makes IKEA great?Episode Notes0.00 - 0.19: An introduction to the podcast.0.22 - 32.44: In the main section, we launch a new series where we investigate some of the marketing and customer experience elements that make brands great. This week's case study for review is IKEA. 32.47 - 38.58: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about a Forbe's article talking about Marketer's FOMO & FOFO and Jen talks about her new Choice Hacking website and program.39.05 - 39.25: O...
2020-11-0639 minEverybody hates your brandEpisode 14 - Talking Marketing technology (with Special Guest Lucy Acheson)Episode Notes0.00 - 0.21: An introduction to the podcast.0.23 - 33.30: In the main section we talk to Customer Experience Director at Merkle Australia, Lucy Acheson. We discuss why brands struggle to get the most out of marketing tech investments, who is able to do that well and what role does AI play now and in the future?33.34 - 38.09: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about an Xbox Series X promotional stunt and...
2020-10-3038 minEverybody hates your brandEpisode 13 - What's the purpose of brand purpose?Episode Notes0.00 - 0.20: An introduction to the podcast.0.22 - 38.47: In the main section we talk about the concept of brand purpose. What is it, why are so many people talking about it and do you need to care?38.51 - 43.45: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about the usefulness of Share of Search as a metric and Jen raises the US Postal Service's creed.43.49 - 44.12: Outro.Oh and th...
2020-10-2344 minEverybody hates your brandEpisode 12 - Is age just a number in marketing?Episode Notes0.00 - 0.21: An introduction to the podcast.0.24 - 36.57: In the main section we talk about age in marketing. More specifically ageism in advertising agencies and the lazy, incorrect use of generational groups like Millennials as segments. 37.00 - 43.00: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about operational transparency in improving customer experience and Jen raises IKEA's new furniture buyback program.43.04 - 43.28: Outro.External links referenced:The ageism in...
2020-10-1643 minEverybody hates your brandEpisode 11 - Talking data in marketing (with a special guest)Episode Notes0.00 - 0.25: An introduction to the podcast.0.29 - 33.25: In the main section we talk to Mark Razzell, Director of Data and Insight at Clemenger BBDO Melbourne. With him we discuss the dos and don'ts of experimental design, interpreting data and working with analysts.33.28 - 40.55: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about a mini-ruck between Professor Byron Sharp and David Jones and Jen raises Fleetwood Mac and Ocean Spray's social moment....
2020-10-0941 minEverybody hates your brandEpisode 10 - The things that drive us crazy about marketingEpisode Notes0.00 - 0.24: An introduction to the podcast.0.28 - 37.18: In the main section of the podcast we cover some of the stuff that drives us crazy about marketing - from pitches to crap experimentation to the obsession with the new.37.22 - 40.52: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about agencies not focusing on their own branding and Jen raises IKEA and Mother's fantastic Sleep campaign creative. 40.57 - 41.24: Outro.Ext...
2020-10-0241 minEverybody hates your brandEpisode 9 - What is the point of loyalty programs? Part 2Episode Notes0.00 - 0.23: An introduction to the podcast.0.28 - 32.56: In the main section of the podcast we cover what makes a great reward program and some of our favourites - from classic points programs like Sephora Beauty Insider and Hilton Honors to less traditional efforts from Amazon and lululemon.33.00 - 38.20: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about Bob Hoffman's eight principles of marketing and Jen raises Disney's creative SEO work. 3...
2020-09-2538 minEverybody hates your brandEpisode 8 - What is the point of loyalty programs? Part 10.00 - 0.23: An introduction to the podcast.0.27 - 30.52: In the main section of the podcast we cover what we believe is the definition of loyalty, what role loyalty programs can play and a model for the value you can extract from them.30.54 - 40.49: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks about interruptive in-stream ads on Twitch and Jen talks about Peloton. Again.40.53 - 41.19: Outro.External links referenced:Forbes magazine article on Airline Lo...
2020-09-1841 minEverybody hates your brandEpisode 7: The Customer-centric sacrifice0.00 - 0.26: An introduction to the podcast.0.29 - 31.52: In the main section of the podcast we cover what we believe is the true definition of customer centricity, what sacrifices that entails and some examples of brands we believe can be described as customer-centric.31.55 - 37.47: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too. Rob talks the marketing of new video games consoles and Jen talks about Peloton.37.53 - 38.17: Outro.External links referenced:Forbes Top 100 most customer-centric co...
2020-09-1138 minEverybody hates your brandEpisode 6: Behavioural Science - an introduction for Marketers Part 20.00 - 0.24: An introduction to the podcast0.28 - 32.26: In the main section of the podcast we cover three more core Behavioural Science principles and applications. The time-stamps for each of those principles are:1.27: The Cocktail Party Effect12.40: Social Proof20.58: The Peak End Rule32.27 - 37.23: A brief discussion about the ethics of deploying Behavioural Science techniques within marketing.37.27 - 45.05: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too.45.10 - 45.30: Outro.External links referenced:Most references ma...
2020-09-0345 minEverybody hates your brandEpisode 5: Behavioural Science - an introduction for Marketers Part 10.00 - 0.25: An introduction to the podcast0.29 - 36.24: In the main section of the podcast we cover what Behavioural Science is, why it is important to marketers and a discussion on three core principles and applications. The time-stamps for each of those principles are:10.46: Choice Overload20.30: Confirmation Bias29.25: The Goal Gradient Effect36.27 - 42.52: We share what we're loving this week - news, tools and resources that we have found useful or interesting and that listeners might too.41.56 - 42.41: OutroExternal links referenced:Jam Choice Overload study from Columbia University. CLICK HERE.'C...
2020-08-2742 minEverybody hates your brandEpisode 4: Six of our favourite marketing books0.00 - 0.27: An introduction to the podcast0.28 - 35.00: In the main section of the podcast we cover six books we love and why. Time-stamps for the start of each book discussion (and links to buy those books if you're interested) are:1.12: 'The Halo Effect' by Phil Rosenzweig. CLICK HERE.6.15: 'The Long and Short of it' by Les Binet & Peter Field. CLICK HERE.14.31: 'Hooked' by Nir Eyal. CLICK HERE.17.33: 'Inside the Nudge Unit' by David Halpern. CLICK HERE.26.43: 'Nudge' by Richard Thaler and Cass Sunstein. CLICK HERE.26.43: 'Thinking, Fast and Slow' by Daniel Kahnemann. CLICK HERE.35.03 - 38.40: We...
2020-08-2039 minEverybody hates your brandEpisode 3: Specialist or Generalist - What should you be?0.00 - 0.24: An introduction to the podcast0.26 - 39.32: In the meat of the podcast we cover an interesting topic for young and experienced marketers alike - what are the pros and cons of specialising versus being a generalist?We cover areas such as whether being a specialist suits your personality, the benefits of singular focus, staying relevant and what route is best if you have designs on the top marketing jobs.39.35 - 42.37: We share what we're loving this week - tools and resources that we have found useful and that listeners might too....
2020-08-1342 minEverybody hates your brandEpisode 2: Agency or Client-side - Which one should you choose?0.00 - 0.23: Introduction of us and the topic at hand0.26 - 31.31: A discussion on the pros and cons of working on both sides of the fence including a discussion on control of decision-making, the freedom from minutiae, the pain of pitching and timesheets, and a discussion on what you should do. 31.32 - 37.51: What is the transition like between either side and what do you need to make it a success?37.52 - 39.41: We share what we're loving this week - tools and resources that we have found useful and that listeners might too.Ex...
2020-08-1339 minEverybody hates your brandEpisode 1: You are not your customer0.00 - 2.18: An introduction into the podcast, us and our credentials - what have we done and why are we qualified to have opinions.2.19 - 4.05: A discussion on who this podcast is aimed at.4.06 - 18.58: The meat of the podcast where we discuss the delusions of grandeur marketers have about the importance of their brand, how different marketers are to rest of society, how dangerous it is to assume you're like everyone else and the concept of Market Orientation.18.59 - 21.18: We share what we're loving this week - tools and resources that we have foun...
2020-08-1321 min