Good Experience - The ROSE framework
Mark Hurst recently outlined four "lessons" to remember in user/customer experience work: Results, Organization, Strategy and Experience.
R = Results- business results. I like how Mark defines business results:
Business results are metrics that the CEO can understand: revenue, conversion rate, operating savings. You have to create a team and a process to measure those results; the metrics-announcement e-mail won't magically float into your inbox.
O = Organization. The organization has to buy into the changes
S = Strategy. Try to solve the biggest problems first.
E = Remember that the experience that the user has on the site, in the store, etc. is the key.