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

Rory is a British treasure, simply awesome. Keep up the good work Rory, we listen intently to every word you say.

"Packaging is where a product first becomes a brand" simple but very true

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

What he said about the delivery side is just so damn true.

The choice of carrier issue is real. Fed ex had some kind of faulty GPS or something so my orders were always off by 3 houses. Delivered my new computer to the wrong house. Thank goodness my neighbors were honest.

'Apparel'... costs more than clothes

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

Rory is very entertaining

Wow that B cam Grade needs a tune

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

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.

Spot on with the telephone comms and with the courier choice. The amount of times I’ve said “I wouldn’t have ordered from them if I’d known they use Evri”

The brilliance of Rory Sutherland :goodvibes:

Love Rory king of marketing, the older generation of marketers have been through and seen it all regardless of platform.

I just checked the doac shop and they don’t have a contact number

I'm a simple man. I see Rory Sutherland, I click. End of story.

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".

You did a great job with this video! Good examples, well explained. Next video might focus on the rest of The Laws.

this guy blew up all over the internet since like 3 weeks, where did he come from?