5 Ways to Make Your Customers Hate You - Rory Sutherland

Full episode here →    • 22 Laws of Food & Drink Marketing You've P...   What REALLY makes a customer hate your brand? Rory Sutherland unpacks the SCARF model of human behaviour — a neuroscientific framework explaining what people crave (and what makes them irrationally angry). Spoiler: it’s not the food. Whether you're a founder, marketer, or restaurateur, this will reframe how you think about experience — from menus to self-checkouts to hot dog moments of magic 🍽️ ================ 🤬 ON THE MENU ================ 👑 STATUS – Why tiny slights feel bigger than bad food 🔒 CERTAINTY – “Flight delayed” vs “Flight delayed 47 mins” 🪑 AUTONOMY – Letting people choose gives them power 🫂 RELATEDNESS – Loyalty starts with feeling recognised ⚖️ FAIRNESS – Why queue-jumping destroys trust instantly 🎭 The Psychology of Menu Disappointment (Hake’s Off) 🥇 Why Hot Dogs on Fine China = Hospitality Genius ☕ Beer Sommeliers, Bougie Coffee & Hospitality Theatre 🚫 How removing self-checkouts became Booths' power move 🚘 Why company cars score lower satisfaction than self-bought ============================================== ♨️Still bloody HUNGRY? Course ya are. Each week I spend 15 hours writing my newsletter. It’ll take you 5 mins to read. Full of wisdom from the biggest names in food and drink. Subscribe here - https://hungryfeast.beehiiv.com/🍲 ============================================== 🌟Espresso's are powered by our sponsor Unleashed!🌟 1. What on earth is Unleashed, I hear you asking? Unleashed is Inventory management software that talks to your financial and eComm software. We use it daily at Islands. It's BANGING!! 2. Why Unleashed will change your life as a foodie founder? Cut admin time in half. Save money. Lots of money. Get lucid clarity on margins. Be all over cash flow, after all cash is king. Manage stock and cash flow. 3. The biggest brands in FMCG love love Unleashed. Your fave brands like Candy Kittens, Tiny Rebel, TRIP use religiously. Tarquins Gin, Three Spirit, Minor Figures, The Turmeric Co., Volcano Coffee 4. Do yourself a favour. Feel free to reach out to the utter legends Josh and Bryony at Unleashed, book in a 20 min chat with this magical link. Even if nothing comes of it, it's worth having a chat. Click this magical link: https://hubs.la/Q023F_V90 🤝 Let's Connect!►Let's link-up here (  / )►stalk   me here (  / _hungry.pod  ) This episode was edited by: G.Thomas Craig (  / gthomascraig  ) / (https://gthomascraig.com/)