Oisin Rogers

Rory Sutherland, a behavioral scientist and advertising executive, teams up with Oisin Rogers, the innovative restaurateur behind The Devonshire. They dive into why scaling venues can ruin their charm and the concept of 'cost per entertainment hour' that shapes customer experience. The duo discusses the importance of reducing 'silent irritants' in hospitality and how to keep customers coming back, emphasizing human interactions. Learn why well-maintained restrooms can elevate perceived quality and why unexpected generosity builds loyalty in business.