After listing a jumper with the writing "Coolest Monkey in the Jungle," H&M faced a torrent of criticism. But even after two lengthy apologies, the controversy refuses to die down, showing that there are some mistakes people will struggle to forgive brands for.

KFC has responded to its ‘UK chicken crisis scandal’ (where the fast food joint ran out of supplies of fresh chicken) by launching an ad campaign to apologise to its customers. The self-deprecating apology has been well received by fans, who appreciate the brand’s honesty.

Societal backlash can feel justified when those in authority are failing and people are losing faith. Yet true sincerity can restore lost trust, inspire forgiveness and rebuild bridges. How can brands harness new narratives of compassion and forgiveness against a culture of shame and retribution?

Advertisers are always seeking ways to catch the consumer eye, and they’re now moving beyond tailoring messages merely based on age and gender. Canvas8 spoke with Christopher Summers, assistant professor at the Darla Moore School of Business, to find out why behavioural targeting really sells.