I watch anything with Rory Sutherland, he's a wealth of knowledge and creativity. Also, the phone number thing is so true. I actively avoid any company now that doesn't display a phone number. Any company that doesn't want their paying customers to get in touch is treating them with contempt
The delivery thing is 100% correct, I had the same delivery lost by DHL 2 times, first the original order and then the replacement ... Asked for the replacement to be sent a different way, but was told not an option. Now I will ask for refund
If you ever see a DHL truck driving around the driver is always disheveled, smoking, texting or generally a degenerate. It's so consistent I now look for it
@@gekraaktif by ballistic you mean, you hurt people like a bullet from a gun, YOU might be the reason why companies don't want to deal with callers anymore. Nobody wants to be screamed at because some product broke or in more cases: the user broke it or is just not capable of operating it. So take it out on your wife and kids, at least they can leave you without losing their job over hanging up on a verbal abuser😢
"Please go to our crap website to (not) resolve your query and where you have less than zero chance of any positive resolution and will utterly waste more of your time. Thanks!"
With the apparel industry, it’s vital to quality control the item before sending it out, even if the item is not your own brand. If the clothing arrives with marks on it or creased, it’s a disaster. It really makes a huge difference. When a famous designer etailer brand started out, their execution was superb. The item would be delivered in their own van (great for the neighbours to see I had bought from a premium brand!), it was beautifully but not excessively gift wrapped, it contained a card saying thank you for the purchase and I could see that it had been quality checked. It was one of the cheapest items on the site but still. First impressions count.
@@dcoughla681 Great insight! I also wondered if there are other options to his suggestions because mostly in marketing, you don't want your customers to think too much, you want it to be really seamless that's why I kind of questioned what he said. Thank you for thsi input
@@dcoughla681 Great insight! I also wondered if there are other options to his suggestions because mostly in marketing, you don't want your customers to think too much, you want it to be really seamless that's why I kind of questioned what he said. Thank you for thsi input
Some feedback from a new viewer. Excellent questions and Rory is brilliant. Fantastic insight from an expert. My critique of the show is on the production side. The different shots aren't color matched correctly, so you have some high contrast super saturated shots from the profile, and the color doesn't match at all from the direct camera in front of Rory. Then there are zoom shots which looks like a 16X digital zoom which is completely distracting. I'm not sure if you are using different cameras for the different angles, but I would send the final version off to someone to color match the different shots so the video is more consistent and balanced throughout.
1:40 yeah that's a good insight, I keep buying logitech just because whenever it goes wrong, I get a replacement with no hardship at all. "cut all the wires and destroy it, take picture, new one will be in the post day after".
The worst example of post sale failure is OnePlus, the Chinese phone company. I was a OnePlus fan boy from the beginning but then I had a problem with my earbuds. OnePlus customer support was a catastrophic dumpster fire. It took me more than 15 interactions and 2 months to get a replacement which I paid for within days of asking. I never bought a OnePlus phone after that and I never will again, and I take every opportunity to tell people how terrible their service is.
@@borstenpinsel Yes! I have a Chinese made Tic Watch Pro 5. I had a problem with a previous watch. I sent them a picture, filled out the paperwork and they replaced it within a week.
He was probably just talking about his side ventures. When you have multiple income producing channels that contribute to your top line, you have the freedom to choose where to put your creative energy into, whether you make a profit or not.
Tiffany have excellent customer service. I purchased a gift for a friend that wasn’t delivered as I wasn’t home. I phoned the number - they answered and liaised with the courier to deliver the parcel at a time convenient to me. Maggie (the customer service representative) emailed me and kept me informed the whole way through the process. Absolutely brilliant.
Having a company answer the phone and arrange to get your (expensive) item to you is now classed as great customer service. Gosh. More than a tale of good customer service, this is testament to how far and how badly things have fallen...
Delivery is so important - we won’t buy from companies that use Evri, obviously in the wrong postcode. We now always ask before we buy. We often buy from Vollebak and the product comes from Dutchland to London faster and more efficiently than many other couriers. Having something expensive dumped on our doorstep without any notification by Evri is infuriating and so a choice of courier on the website is a must have.
Absolutely agree with these points.. once you’ve got that product / purchase; you’re on your own in a lot of cases.. No one takes ownership anymore or is even available for support after the sale
Metrics would likely say making people choose a courier adds another decision and reduces conversion. Amazon gives you a delivery date choice; not courier choice. Having a phone number when you have thousands of customers and small margins to compete erodes profit as you become a massive team to support it. A lot of people (not all) are happy with online support. You can win either way.
Depends. In my country we have one decent one (DHL) and several really bad couriers. One is just overall bad, comes late at night, drops the parcels wherever etc. The other ones only work if you're home all week. If you're not, they drop it in their shops at the other end of town and you can collect them which is a hassle for many women without a car. I once bought from a shop that offered DHL but the item price was higher than the shop who exclusively shipped with the shitty one. And for amazon, they only use DHL and their own workforce, none of the shitty ones. So they don't NEED to offer a courier choice, because they only use the best ones in the country and none of the bad ones.
Interesting but a lot of it is common sense... to an older generation. Rory is correct in saying that a lot of ecoomerce now is slick until the buyer buys. Customer service and a general care in the product reaching your customer is vital and it being of a high standard
In customer service, especially call centres, the metric is to not have anyone call - because they are happy. Or if they do call, their problem is resolved immediately with no more calls required. That is not cheapskate it's really good customer service. What is crap customer service is call centres that make it difficult to connect and then make you wait for ages in the hope you will hang up.
Turn the volume down and watch the hand movements. Much more fun. Also, turn the volume down on any music video and the realisation how absurd we are as a species will hit you like a ton of bricks.
The worse marketing mistake I witnessed was a software company which made an email/office type product who didn't use their own product in the office because it was rubbish but instead used microsoft office because it was better.... didn't really fill our customers or potential customers with confidence, They then hired a new marketing director and within a week we were all using our own software and also saving a fortune on microsoft licences, unfortunately this new radical marketing director wasn't well received by the superiors who were stuck in their ways and didn't stay long. The company went down the pan.
Re: the phone number thing; I feel the same about software companies, especially in SaaS, who completely hide their prices, or have them all as "Request a quote".I don't mind if, as is common, that's done for their "Enterprise" version. But when there is no sign of a price it a) is just frustrating; and b) makes me wonder what they're hiding (and I assume, right or wrong, that it's their tendency to try to screw every customer for the highest price.) I feel like it's an "old" software vs "new" software thing -- few who arose post 2002-ish have this problem; most who arose before that do. But I suspect the old guys think it's a "big" versus "small" thing, and that they can get away with hiding/obfuscating prices because they're so big.
The phone number thing and answering the (bloody!) phone are spot on. Both an insult to the intelligence and incredibly patronising. Enjoy my business that one time? Great! Because you won't ever be getting it again...
@7:35 Heavily disagree with this statement. AI advancements have the trajectory for customer/product pairing down to a fine science. Rory is great but his position on this will not age gracefully.
Nope I think he's right.. I don't see how AI will be able to perfectly predict how human beings and their behaviour/preferences evolve.. keyword is *perfectly* here.
Rubbish, if there's anything that unites every appearance Rory has made over the years it's the idea that human behaviour cannot be algorithmically predicted or quantified
Cant stand this host, he talks waaaaay to much, injects himself waaaay to much, but for some reason he gets good guests. Go figure. So here i am fast forwarding when host guy talks :)
Like most people who talk like this, note, they don't actually produce anything and probably never have. Regardless of how well presented and clever it sounds, they deserve contempt for that.
Rory is great. This dragon chap I find a bit cringe and disingenuous I am afraid to say. Probably just me. Using his own brand as the example to discuss is a bit Kitsch.
I watch anything with Rory Sutherland, he's a wealth of knowledge and creativity. Also, the phone number thing is so true. I actively avoid any company now that doesn't display a phone number. Any company that doesn't want their paying customers to get in touch is treating them with contempt
ABSOLUTELY.
And if they don't care for their customers feedback they cannot care for the quality of their product.
Bang on. No tel # no business.
What if they feel they can give better service by doing it online? Seems to work for ASOS?
word
Completely agree about the phone no. Anything goes wrong it's a nightmare
"Packaging is where a product first becomes a brand" simple but very true
And what about car brands?? 😂😂
@@SamSimmonds-xd1tl each car brand has that one iconic model that launched them into superstardom.
The delivery thing is 100% correct, I had the same delivery lost by DHL 2 times, first the original order and then the replacement ... Asked for the replacement to be sent a different way, but was told not an option. Now I will ask for refund
If you ever see a DHL truck driving around the driver is always disheveled, smoking, texting or generally a degenerate. It's so consistent I now look for it
I HATE it when, after trying to fix your issue yourself online, you call a number and a robot repeatedly tells you to go online to fix it yourself
So true, I get ballistic if it goes that way.
@@gekraaktif by ballistic you mean, you hurt people like a bullet from a gun, YOU might be the reason why companies don't want to deal with callers anymore. Nobody wants to be screamed at because some product broke or in more cases: the user broke it or is just not capable of operating it.
So take it out on your wife and kids, at least they can leave you without losing their job over hanging up on a verbal abuser😢
@@borstenpinselplease seek immediate psychiatric help.
"Please go to our crap website to (not) resolve your query and where you have less than zero chance of any positive resolution and will utterly waste more of your time. Thanks!"
With the apparel industry, it’s vital to quality control the item before sending it out, even if the item is not your own brand. If the clothing arrives with marks on it or creased, it’s a disaster. It really makes a huge difference. When a famous designer etailer brand started out, their execution was superb. The item would be delivered in their own van (great for the neighbours to see I had bought from a premium brand!), it was beautifully but not excessively gift wrapped, it contained a card saying thank you for the purchase and I could see that it had been quality checked. It was one of the cheapest items on the site but still. First impressions count.
Also, the more versatile the piece, the better, as this will resist price concerns.
@@dcoughla681 Great insight! I also wondered if there are other options to his suggestions because mostly in marketing, you don't want your customers to think too much, you want it to be really seamless that's why I kind of questioned what he said.
Thank you for thsi input
@@dcoughla681 Great insight! I also wondered if there are other options to his suggestions because mostly in marketing, you don't want your customers to think too much, you want it to be really seamless that's why I kind of questioned what he said.
Thank you for thsi input
Mr porter?
@@aaronchristian6295 The original was Net-a-Porter.
He is spot on…I have avoided and still put off getting some “deals” due to the utter agony of cancelling or switching at the end of contract
Love Rory king of marketing, the older generation of marketers have been through and seen it all regardless of platform.
Steven thanks for interviewing him. Btw your face is funny as you listen, because I can see how much you’re learning as well.
Some feedback from a new viewer. Excellent questions and Rory is brilliant. Fantastic insight from an expert. My critique of the show is on the production side. The different shots aren't color matched correctly, so you have some high contrast super saturated shots from the profile, and the color doesn't match at all from the direct camera in front of Rory. Then there are zoom shots which looks like a 16X digital zoom which is completely distracting. I'm not sure if you are using different cameras for the different angles, but I would send the final version off to someone to color match the different shots so the video is more consistent and balanced throughout.
Totally agree. This was shot over two years ago though and I'd say the quality had improved a lot since then...
Nitpicking won’t make you important
The brilliance of Rory Sutherland
You know how confidently at home with yourself you have to be to use your belly as your arm rest?
1:40 yeah that's a good insight, I keep buying logitech just because whenever it goes wrong, I get a replacement with no hardship at all. "cut all the wires and destroy it, take picture, new one will be in the post day after".
Aren't logotech going to start charging subscriptions for your mouse?
Same here
Wow! I was just reading your Diary of a CEO book and decided to watch a video . I’ve seen your interviews before but didn’t put 2&2 together. Thanks!
What he said about the delivery side is just so damn true.
You won the most misleading thumbnail of the day
The worst example of post sale failure is OnePlus, the Chinese phone company. I was a OnePlus fan boy from the beginning but then I had a problem with my earbuds. OnePlus customer support was a catastrophic dumpster fire. It took me more than 15 interactions and 2 months to get a replacement which I paid for within days of asking.
I never bought a OnePlus phone after that and I never will again, and I take every opportunity to tell people how terrible their service is.
People expect after market service from a chinese company?😂
@@borstenpinsel Yes! I have a Chinese made Tic Watch Pro 5. I had a problem with a previous watch. I sent them a picture, filled out the paperwork and they replaced it within a week.
I just checked the doac shop and they don’t have a contact number
Of course they don’t it’s Steven 😂
Rory is very entertaining
I don't care about making money I just love the process - what's the need to lie here, your entire podcast is about making money?
He was probably just talking about his side ventures. When you have multiple income producing channels that contribute to your top line, you have the freedom to choose where to put your creative energy into, whether you make a profit or not.
I love listening to Stephen’s guests, I just wish he wasn’t there with them
Jeez how ungrateful can you get?
@@redmed10 Stephen Bartlett is a bellend lol
Tiffany have excellent customer service.
I purchased a gift for a friend that wasn’t delivered as I wasn’t home.
I phoned the number - they answered and liaised with the courier to deliver the parcel at a time convenient to me.
Maggie (the customer service representative) emailed me and kept me informed the whole way through the process.
Absolutely brilliant.
Having a company answer the phone and arrange to get your (expensive) item to you is now classed as great customer service. Gosh. More than a tale of good customer service, this is testament to how far and how badly things have fallen...
Delivery is so important - we won’t buy from companies that use Evri, obviously in the wrong postcode. We now always ask before we buy. We often buy from Vollebak and the product comes from Dutchland to London faster and more efficiently than many other couriers. Having something expensive dumped on our doorstep without any notification by Evri is infuriating and so a choice of courier on the website is a must have.
How do I stop Huel ads appearing every 4 seconds on RUclips?
You did a great job with this video! Good examples, well explained. Next video might focus on the rest of The Laws.
Absolutely agree with these points.. once you’ve got that product / purchase; you’re on your own in a lot of cases..
No one takes ownership anymore or is even available for support after the sale
Metrics would likely say making people choose a courier adds another decision and reduces conversion. Amazon gives you a delivery date choice; not courier choice.
Having a phone number when you have thousands of customers and small margins to compete erodes profit as you become a massive team to support it. A lot of people (not all) are happy with online support. You can win either way.
Depends. In my country we have one decent one (DHL) and several really bad couriers. One is just overall bad, comes late at night, drops the parcels wherever etc. The other ones only work if you're home all week. If you're not, they drop it in their shops at the other end of town and you can collect them which is a hassle for many women without a car.
I once bought from a shop that offered DHL but the item price was higher than the shop who exclusively shipped with the shitty one.
And for amazon, they only use DHL and their own workforce, none of the shitty ones. So they don't NEED to offer a courier choice, because they only use the best ones in the country and none of the bad ones.
Great video and valuable information! Really enjoyed it, thank you!
this guy blew up all over the internet since like 3 weeks, where did he come from?
Interesting but a lot of it is common sense... to an older generation. Rory is correct in saying that a lot of ecoomerce now is slick until the buyer buys. Customer service and a general care in the product reaching your customer is vital and it being of a high standard
Common sense is surprisingly uncommon.
So interesting, saying so much in such a short time!
They re-branded Hermes because they had so many issues with losing a parcel due to growth
This man invented the air fryer.
In customer service, especially call centres, the metric is to not have anyone call - because they are happy. Or if they do call, their problem is resolved immediately with no more calls required. That is not cheapskate it's really good customer service. What is crap customer service is call centres that make it difficult to connect and then make you wait for ages in the hope you will hang up.
Rory is the best 🔥
Turn the volume down and watch the hand movements. Much more fun. Also, turn the volume down on any music video and the realisation how absurd we are as a species will hit you like a ton of bricks.
Italians agree
Give you any tips on Huel?
The worse marketing mistake I witnessed was a software company which made an email/office type product who didn't use their own product in the office because it was rubbish but instead used microsoft office because it was better.... didn't really fill our customers or potential customers with confidence, They then hired a new marketing director and within a week we were all using our own software and also saving a fortune on microsoft licences, unfortunately this new radical marketing director wasn't well received by the superiors who were stuck in their ways and didn't stay long. The company went down the pan.
The overspend on quantifiable metrics and underspend on more valuable but harder to quantify metrics is the reason why school teachers are underpaid.
Bro really had to force prime into the thumbnail
Real joke 😅
Re: the phone number thing; I feel the same about software companies, especially in SaaS, who completely hide their prices, or have them all as "Request a quote".I don't mind if, as is common, that's done for their "Enterprise" version. But when there is no sign of a price it a) is just frustrating; and b) makes me wonder what they're hiding (and I assume, right or wrong, that it's their tendency to try to screw every customer for the highest price.)
I feel like it's an "old" software vs "new" software thing -- few who arose post 2002-ish have this problem; most who arose before that do. But I suspect the old guys think it's a "big" versus "small" thing, and that they can get away with hiding/obfuscating prices because they're so big.
At least he's not ramming it down our throats, unlike poor KSI
He mentions Selfridges, they have the worst customer service of any company I have dealt with except EDF and BT.
People never do business with a company- they do business with other people.
Businesses that don't grasp that are doomed to failure.
The first big mistake brands make is to assume they know their audience. Do your research. Listen.
If the non quantifiable things matter a lot, how does he know?
The phone number thing and answering the (bloody!) phone are spot on. Both an insult to the intelligence and incredibly patronising. Enjoy my business that one time? Great! Because you won't ever be getting it again...
Wow that B cam Grade needs a tune
Try calling amazon customer rory. They've made a science of hiding their customer services number and making it hard to speak to an adviser.
🔥🔥🔥
Tirle reads like Rory Sutherland is the biggest mistake in marketing. According to some unnamed expert😅
No phone number = no sales calls
"I want to get some reels... hmmm *I mean advice* from you"
'Apparel'... costs more than clothes
@7:35 Heavily disagree with this statement. AI advancements have the trajectory for customer/product pairing down to a fine science. Rory is great but his position on this will not age gracefully.
I'm 50/50 with this
Nope I think he's right.. I don't see how AI will be able to perfectly predict how human beings and their behaviour/preferences evolve.. keyword is *perfectly* here.
@@MrPushAT and I lean towards what you're saying.
It's difficult to predict human patterns correctly over a period of time
Rubbish, if there's anything that unites every appearance Rory has made over the years it's the idea that human behaviour cannot be algorithmically predicted or quantified
It is impossible to predict irrational behavior. 🤘
Cant stand this host, he talks waaaaay to much, injects himself waaaay to much, but for some reason he gets good guests. Go figure. So here i am fast forwarding when host guy talks :)
An apparel brand is inherently of no value. You'll offer no history or prestige
Like most people who talk like this, note, they don't actually produce anything and probably never have. Regardless of how well presented and clever it sounds, they deserve contempt for that.
Rory is great. This dragon chap I find a bit cringe and disingenuous I am afraid to say. Probably just me. Using his own brand as the example to discuss is a bit Kitsch.
4 comments
3 comment ;(
Thank God Rory loves to talk cause, I am sorry to say it but, Steven doesn't know how to keep a chat alive.
Love his guests, but find this guy insufferable.
Really why? He’s a genius.
@@lhoga785Genius? wait til you find about Einstein.
@@nasirkhhan not sure Einstein knew much about marketing 😂
Give it time …he’ll grow on you / maybe 😏
I dont care about the money. Oh youre talking about a loss leader. Got it.
I would rather walk than go back to an ICE car. If i was forced i wouldn't be happy about it.
A very overweight Alan Davies
Can't un-see it!
With a big bit of Roy Kinnear
This guy is going to lose all credibility in the inevitable EV crash
EV crash? In the UK we will soon reach a point where it will be significantly more expensive to run an ICE car vs. EV due to legislation and taxation.