HUNGRY. Fixing Restaurants, Churchill & Nazi Propaganda, Nassim Taleb, & Wingstop - Rory Sutherland
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Aug 4, 2025 
Join Rory Sutherland, Vice Chairman of Ogilvy and behavioral science expert, as he shares groundbreaking insights on branding and marketing. He delves into Bottleneck Theory, revealing how brands can grow through bottlenecks. Sutherland also discusses the power of simple questions that challenge traditional business assumptions. He emphasizes the need for creativity in problem-solving and hiring talent with unusual mindsets to drive innovation. This lively conversation unveils the unpredictability of consumer behavior and the fascinating dynamics of culinary and travel experiences.
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Bottleneck Theory Explained
- Bottleneck theory states that a system's output is constrained by its bottleneck, which can move over time.
- Addressing the current bottleneck brings the greatest and most cost-effective improvements.
Empower Small Customer Teams
- Devolve decision-making to small teams of around 10 to foster trust, accountability, and responsiveness.
- This approach leads to higher customer satisfaction and employee retention despite seeming less efficient.
Use Dumb Questions Creatively
- Ask dumb or off-piste questions to unlock creative solutions.
- Avoid sticking only to rigid, formulaic models; embrace subjective judgment and imagination.
