Nothing changed and everything changed. The more direct contact brands have with consumers, the more they need a coherent core identity. One that translates both into tweets and invoices in campaigns, and more important, a permanent dialogue. Because people’s expectations have shifted. Towards new client service normals. From ads to acts.

Acts, not ads.

Presentation: Acts, not ads.

Consumer expectations have changed. They expect more, faster, better and with better customer service. And when they don’t get it, they will complain. Offline but, more and more, online. Companies struggle to keep up with these new and changed levels of expectations. The only answer? Acts, not ads. Away from advertising and remarkable talks, towards really doing stuff. And that isn’t easy that requires to change companies.