Lou Carbone defines Experience Principles in a new book published by Congressional Quarterly
The Trusted Leader: Building the Relationships that Make Government Work, a new book published October 2007 by CQ Press, features a chapter written by Lou Carbone to show how effectively managing experiences can build trust with constituents.
Noting that “managing how citizens experience government presents a major opportunity to build trust and value in government and its leaders,” Lou offers examples from the U.S. Mint, Transportation Security Administration (TSA), Federal Executive Institute and an advanced naval warship, the USS Benfold, to show that the principles of “experience engineering” apply to government as powerfully as business.
“Customers behave like detectives in the way they unconsciously organize ‘clues’ embedded
in their
experiences into a set of feelings,” he notes in the
book’s
tenth chapter titled “Engineering experiences
that build trust in government.”
“As government leaders continue to face higher costs, increased oversight, and the need for new ways to maintain funding,” he concludes, “they will benefit by focusing with greater rigor on the experience created for all their constituents.
“They can accomplish this by assessing what systems they have in place to learn how customers feel in the current experience and understand how customers want to feel on a deep, unconscious level, and then design and consistently manage clues that could close any gap between the two.”
The Trusted Leader: Building the Relationships that Make Government Work, is a collection of expert-authored chapters on effective management principles for public-sector executives edited by Terry Newell, Grant Reeher and Peter Ronayne. Its publisher, CQ Press, is a division of Congressional Quarterly, Inc.
Available for purchase on www.barnesandnoble.com