Enhancing Customer Satisfaction through Unexpected Delights

Absolutely thrilled to welcome back the UTTER LEGEND, Rory Sutherland for a part three podcast
It’s long and laden with wisdom.
Relax.
Take it in slowly.
Maybe over a couple of sitting.
Maybe in one. Up to you!
The 23 Laws:

1. Ideas Having Sex = Progress: Why Lucky Saint | B Corp™ is having Sex with WHOOP and Planet Organic Ltd Should Get Jiggy with Iceland Foods
2. The Football-ification of Politics and Vegan Meat: We Must Learn "Evolution" = The Adjacent Possible"
3. The Danger of “Luxury Beliefs” in Food & Drink: “I am right, you are wrong, you dumb piece of sh*t” .
4. Why Marketers Must Realise the Difference Between the “Theoretically Perfect” vs. “Intermediate Possible”
5. How To Make Niche Ideas Mainstream, MOST of Society wants to “Walk Down The Middle” - Start where you are. Use what you have. Do what you can
6. Why Human Beings Are 90% Chimp and 10%  Bee - Individual vs. Collectivism and the spread of ideas
7. Why Hipsters Raise the Ceiling, Chains Raise the Floor. Hipsters are The Foot Soldiers of Gentrification
8. Where to Position Yourself on Skanky-Wanky axis as a brand or restaurant
9. The Neuroscience behind McDonald's and KFC UK & Ireland’s Insane Marketing: Brain creates expectation Vs reality
10. Reverse Engineering GAIL's Success: Gratuitous Perversity + High Customisation = Localised Scale
11. The Burger Effect and Herbert Simon’s Satisficing: People buy not because it’s good, BUT, because it’s not bad.
12. Never Forget: Larger Drinkers Drink The Advertising Not The Beer
13. How to Commit Brand-icide (1): Focus on Short Term Expediency > Long term relationship
14. How to Commit Brand-icide (2): Neglect SCARF. Status. Certainty. Autonomy. Relatedness (relationship). Fairness
15. Why a Bowl of Ramen Is The Best Analogy for Culture. Broth = Culture.
16. The Parallels of Food NPD and Comedy: Slow feedback Vs Fast Feedback
17. The Pie Shop Renaissance: How to Increase the Price of Pies To Turn Them Into Nando's UK & IRE
18. Honest Burgers Ltd: How To Keep The Magic as You Scale
19. Do you get Feedback like David Bowie or the X Factor. Curse of averages
20. The fact more people collectively make better decisions is both WRONG and RIGHT
21. Japanese Kudo Principle for Brand Building: Table Stakes + Performance Attributes + Delight attributes (Tangential)
22. Unpacking The Buddhist Ying and Yang of a Pot Noodle

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