The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers - Bruce Temkin

Vice President and Principal Analyst at Forrester Research focusing on customer experience. 

http://experiencematters.wordpress.com/about/

Lessons Learned From 1,001 Web Site Reviews

Scenario Design remains the key ingredient to great experiences. While Forrester’s Web Site Review criteria have changed over the years, the guiding principle behind our customer experience recommendations and evaluations has remained the same: Scenario Design. This framework is based on the answers to three basic questions: Who are your users? What are their goals? And how can you help them achieve those goals? Firms wanting to know what content and function to provide, and how to make that content easy to find and use on their Web sites — or any channel — should constantly ask and answer those questions. The concept is simple, yet powerful. There’s a lot of change that can happen at firms when people start internalizing those questions.

http://experiencematters.wordpress.com/2007/06/15/lessons-learned-from-1001-web-site-reviews/

Best And Worst Of B2C Site Design, 2008

Forrester Applies Its Web Site Review Methodology To 16 Major Firms

http://www.forrester.com/Research/Document/Excerpt/0,7211,45718,00.html