In this episode, Katy Moses, Managing Director at KAM, sits down with Jason Perfect, Chief Operating Officer at Butcombe Group, to explore how the business is truly listening to its customers and evolving its offer in response.

Jason shares how guest feedback, data, and on-the-ground insights are shaping decisions across the group — from menus and marketing to atmosphere and service. Together, they discuss the importance of staying agile, adapting to changing customer expectations, and building stronger brand loyalty in a competitive market.

Tune in for a practical and inspiring conversation on customer insight, innovation, and the power of listening in hospitality.