Lou Carbone
Author and
Experience Thought Leader
Lou Carbone
In an increasingly generic world, where customers are fickle, margins are thin and profits elusive, managing compelling experiences can make all the difference. That’s the message author and internationally acclaimed speaker Lou Carbone drives home.
Recognized as the leader who launched the experience movement in the late 1980s, Lou 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’s 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.
Keynote Presentations:
Getting Clued In to Experience Management
Based on his best-selling book, “Clued In – How to Keep Customers Coming
Back Again and Again” (Prentice-Hall, 2004), Carbone’s presentation is
filled with examples of companies who have leveraged experience management
and succeeded, and companies who have failed to embrace customer experience
and all but disappeared. He unravels the riddle that is human experience and
shows us how to tap into its power to create stronger relationships and more
loyal customers.
Your customer cannot “NOT” have an experience so
learn how
to make it a memorable one.
The Brand Canyon –
the Relationship Between Experience Management & Brand Management
Companies focus relentlessly on brand, yet products and services continue to
become more undifferentiated. In fact, brands are being sent to their graves at a
faster pace than ever. Carbone is among the first to focus on the critical
relationship between brand management and experience management. Through
client case studies he illustrates why managing experience value in
conjunction with brand efforts has the attention of leading companies.
Lou 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 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.