Gotoreport is the regular newsletter of Gotomedia, a San Francisco based strategic consultancy specialised in research, visual design and user experience design.

In the January 2006 edition, Leigh Duncan reminds us that as we look forward to Web 2.0 and future technologies, it’s important not to lose sight of managing the founding elements of customer experience. Experience Leaders never forget that beyond bells and whistles, it’s the cumulative experience that people remember.

She then goes on to describe five “experience fundamentals,” which can be applied in a channel-agnostic fashion to any experience.

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