Lou Carbone

Lou Carbone is the Founder, President and Chief Experience Officer of Experience Engineering, Inc., a Minneapolis-based experience management firm. He is also the author of "Clued In -- How to Keep Customers Coming Back Again and Again" (Prentice-Hall, 2004). He has spent more than two decades leading the world in the development of experience value management theory and practice, in a broad range of industries including travel, healthcare, retail, technology, financial services, manufacturing, and education.

Lou is widely recognized in academic and business circles as the thought leader who launched the "experience" movement with the publication of his seminal article titled "Engineering Experiences," first published in Marketing Management magazine in 1994. He is an expert in the field of experience value creation, and the originator of the first and only method for experience value management. He has lectured and his theories have been taught at leading institutions like Harvard and Columbia Business Schools, University of California at Berkeley, Texas A&M's Center for Retail Studies, Carlson School of Business at the University of Minnesota and Parsons School of Design among others.

Carbone has written numerous published articles, is a business speaker, (member of the National Speaker's Association), and an adjunct faculty member at the IBM Advanced Business Institute. He is chairman of the American Management Association Sales and Marketing Council, is Co-Chairman of the Board of Directors of Health Quality Partners, Inc., is a member of the Board of Trustees at Brown College, and serves on the editorial board of Healthcare Design Magazine and the nominating board for Fast Company magazine's "Customer First" Awards. Carbone has worked with companies like Blockbuster, Avis, H&R Block, General Motors, IBM, Taco Bell, Deluxe Financial Services, Office Depot, Audi of America, Royal Bank of Canada, and Best Buy to name just a few.

Prior to founding Experience Engineering he was an advertising executive with major agencies in New York, Detroit and Minneapolis including Campbell-Ewald Advertising, Grey Advertising, Manoff Geers Gross, working with companies ranging from American Tourister Luggage, National Car Rental, Walt Disney World to Eastern Airlines and Howard Johnson.

"I first met Lou Carbone 20 years ago and have seen his Experience Engineering concepts grow and develop. His ideas are so good that in every discussion and presentation I have heard on the topic, people walk away in amazement as to the simplicity yet power of his approach." -- Al Dyon, President, ALLSTATE