Disney on building brand loyalty

How can you create a truly unique experience in which each customer feels special – before, during, and after their experience?

To help create and nurture relationships your understanding of the customer must extend far beyond the boundaries of traditional service criteria. Organizations must show that they truly understand what their customers care about holistically. Some questions organizations can consider are:

• What are you currently doing to make your customers feel uniquely valued and special?

• What do your customers want that will keep them coming back? 

• How are you continually differentiating yourself from competitors to make customers want to choose you again and again? 

• What story are your customers telling about your organization? Is that the story you want told?

Full article:


This form makes me want to cry…

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To name a few problems…

  • It has a title field which is only useful to Daenerys Targaryen (Daenerys Stormborn, the Unburnt, Queen of Meereen, Queen of the Andals and the Rhoynar and the First Men, Khaleesi of Great Grass Sea, Breaker of Shackles, and Mother of Dragons.)
  • Enormous fields bigger than the data you would enter don’t stop there – every field allows you to be excessively descriptive – whoo!
  • Flat number isn’t required, so if you live in a flat – it’s ok. A postman can just guess your door based on your unique and cool name Khaleesi, Queen of the Andals.
  • District? Are we in the Hunger Games?

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  • Country dropdown only has one option – so why are you asking for it?
  • Just to make sure you’re paying attention, the password field and confirm password don’t follow the same pattern of being side by side as the email field above.
  • You may have to loose a finger to register for this website or understand illiterate Yoda speak “Your password must contain at least one each of: lower case letter, upper case letter, digit and be between 8 and 20 characters”
  • Is confirm email and password really needed? If you’re that bothered about this website you’ll take the time to ensure these details are correct.
  • …Don’t get me started on “Tick here” or the smallest “Register” button you’ve ever seen.

Screen Shot 2016-04-29 at 17.35.01.pngBonus: If you do wish to view the T&Cs you get a lovely overlay and a hidden link to find the T&Cs – which then takes you to a missing page!

NUX – April15 – 10 UX Testing Tips from Lee Duddell of What Users Do

Lee Duddell, Founder & UX Director of What Users Do was kind enough to take the stage at our second Northern User Experience (NUX) – Newcastle event and provide top tips on getting started with Remote Usability Testing.

Lee walked us through 10 top tips from getting started, planning a test, and analysing the results whilst providing insight from real test videos.

Top 10 tips 

top 10 tips for UX testing -  Other suggestions for Tip10 were:

  • Test competitor websites or different sectors to find out what works and why
  • When constructing a regular testing panel,watch out for testers becoming too comfortable & critiquing instead of using it naturally. We want to observe behaviour when completing a task, not listen to opinions. 
  • You are not geographically  restricted when it comes to finding participants so can test around the world to see if their are cultural differences. 

Some parting advice  (Thanks @R8v3N for the photo)

Lee’s slides and full write up can be found over on the What Users Do Blog: