Adam Ferrier – Say “no” to boring efficiency

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Today we are joined by Adam Ferrier the founder of Thinkerbell. A popular public speaker and author of recent release ‘Stop Listening to the Customer: Try Hearing Your Brand Instead’ and previous popular read ‘The Advertising Effect: How to Change Behaviour‘.

Adam is 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.

Find Adam via LinkedIn or Twitter!

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.

Best listened to via iTunes

Or Stitcher.

Real People is a podcast hosted by Jason Dunstone, the founder and managing director of Square Holes, 25 years conducting research and interviews with average and not so average people, as well as interviews with key leaders such as innovators, politicians, scientists and experts. He has have been lucky to meet such wonderful and intelligent people, and have such fascinating discussions, but these are often largely deciphered down to research findings, insightful quotes, statistics et cetera for reports. Real People opens up such conversations for people like you

Subscribe to Real People on your favourite podcast player.

Best listened to via iTunes

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