HUNGRY. Rory Sutherland Talks Marketing With Britain’s Most Famous Landlord Oisin Rogers
10 snips
Sep 22, 2025 
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.
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Use Absence As Communication
- Communicate not only what you do but what you don't do; absence can signal premium curation.
- Curate by hiding naff items to elevate perception without adding cost.
Match Ceremony To Price
- Give customers a matching level of pomp for large purchases; a little 'bullshit' fits big spend.
- Use physical gestures (bags, ceremony) to make costs feel appropriate and memorable.
Customers Now Do Company Work
- Companies increasingly outsource administrative work to customers, raising friction and reducing activity.
- This hidden time-cost may suppress mobility and transactions across markets.
