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In an increasingly generic world, where customers are fickle, margins are thin and profits elusive, managing compelling experiences can make all the difference. That is the message Lewis (Lou) P. Carbone drives home.
Recognized as the leader who launched the experience movement in the late 1980s, Lou Carbone delivers a thought-provoking program focused on positive customer experiences to Fortune 500 Companies, top business schools, executive forums, sales conferences, associations and educator meetings. He has lectured at leading institutions like the Harvard Business School, Columbia School of Business, Haas School of Business, University of California at Berkeley, Texas A&M, Boston University, and many others.
Mr. Carbone is the author of Clued In, How to keep Customers Coming Back Again & Again (Prentice Hall, 2004). He delivers a thought provoking program on how to connect emotionally with customers through positive customer experiences.
Lou Carbone has been a leader in the experience management revolution for over two decades and his writings on the subject have appeared in business magazines and academic journals since 1994. His best seller, Clued In, is in its seventh printing, and considered a must read for anyone hoping to understand the discipline. He is in demand as a speaker and lecturer worldwide.
Mr. Carbone has spent more than two decades in the development of experience management theory and practice in a broad range of industries including travel, healthcare, retail, technology, financial services, manufacturing, and education. He is the founder and Chief Experience Officer of Experience Engineering, a Minneapolis-based experience management firm. He teaches audiences a system for managing experience clues that will create customers who come back and also tell others.
Lou Carbone speaks from his own leadership experience. He is the Chairman of the American Management Association Sales and Marketing council, Co-Chairman of the Board of Directors of Health Quality Partners, Inc., and Chairman of the Board of Trustees at Brown College. Prior to founding Experience Engineering, he was the Vice President of Global Marketing at National Car Rental, introducing innovations like paperless-electronic rental agreements, Emerald Club and Emerald Aisle. Before this, he was a senior executive with major advertising agencies in New York, Detroit, and Minneapolis.
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