Adam Ferrier is the founder of Thinkerbell. He's a popular public speaker and author of recent release 'Stop Listening to the Customer' and previous popular read The Advertising Effect: How to Change Behaviour. He's a former Strategy Planner at Saatchi and Saatchi, Co-Founder and Global Head of Strategy at Naked Communications, current Board member of Tribe, and Co Founder of the Market Science Ideas Xchange and more. We discuss Adam's take on these crazy times we are all presently living through, and how it is hard to predict what new behaviours will stick and which will revert back. How will consumer behaviours change as a result of COVID 19? Adam shares some insight as to why leaders should stop listening to their customers, but rather be confident and true to the brand and what makes it distinctive. We discuss how user centred design and CX is often more so about boring efficiency than better for the brand or the customer. We discuss the pratfall effect, optimism bias, brands performing well in the chaos and lots, lots more. Real People is a podcast hosted by Jason Dunstone, the founder and managing director of Square Holes. Subscribe to Real People on your favourite podcast player. Jason builds on his 25 years of conducting human-centred research, interviewing average and not so average people (rich, poor, old, young, content and vulnerable) to understand what they believe and how they behave. Check out the Real People website - http://squareholes.com/realpeople Connect with Jason Dunstone on Twitter @jasondunstone - https://twitter.com/jasondunstone?lang=en Send Jason an email - jason@squareholes.com Read more blogs from Jason Dunstone - https://squareholes.com/blog/author/jason/ Find out more about Square Holes - http://www.squareholes.com/ Produced with Apiro Media - https://www.apiropodcasts.com/