Leigh Duncan has a good article at gotomedia called Five Experience Fundamentals:
It's easy to forget, in a world of incredible possibility and infinite creativity, the power of simplicity and the importance of a solid customer experience foundation. This is especially true related to online user experience, where the dust around Web 2.0 hasn't quite settled. As we look forward in anticipation of what's to come, it's important not to lose sight of managing the founding elements of customer experience.