Unleashing The Power of the Science of Total Experience Management

You cannot, not have an experience.

Lou Carbone is the founder, CEO and Chief Experience Officer of Experience Engineering, Inc.

Since the 1980’s Lou has been at the forefront of exploring and developing value creation through experience management.  He is recognized as a thought leader in the field as well as an innovative, hands-on practitioner.  He originated the concept of Total Experience Management™ and a robust methodology called ExperienceEngineering™

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The difference between creating experiences and managing experiences is like night and day.

About Lou Carbone

Lou Carbone is the founder, president and chief experience officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management. He is widely regarded as the father of the experience management movement. Founded in the late 1980s, Experience Engineering helps companies discover what really makes customers tick and offers solutions to help them increase customer satisfaction, loyalty and repeat business.

Lou Carbone, Expérience management expert

frequent college lecturer, writer and inspirational speaker; Carbone is the author of “Clued In: How to Keep Customers Coming Back Again and Again” (Prentice-Hall, 2004), which won the Fast Company Reader’s Choice award.

Companies that Carbone and Experience Engineering have worked with include Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, Taco Bell, Progressive Auto Insurance, John Deere, Blockbuster, IBM, La Quinta, Time Warner Cable, Deluxe Financial Services, Office Depot, Audi of America, Royal Bank of Canada, and Boston Children’s Hospital.

Carbone has lectured and has taught at  many leading educational institutions including the Harvard Business School, Columbia, The Cornell School of Hospitality, Haas School at the University of California at Berkeley, Texas A&M’s Center for Retail Studies, Carlson School of Business at the University of Minnesota, Boston University, UNLV and Parsons School of Design.

Prior to starting Experience Engineering, Carbone was an advertising executive with major agencies in New York, Detroit and Minneapolis. While with Campbell-Ewald Advertising, Grey Advertising, and Manoff Geers Gross, he worked with wide array of companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines and Howard Johnson.

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A speaker who

will change the way

you think about

customer experience


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, 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.

“Lou Carbone and his company awakened us to the experience voice of the customer that we’d never considered before. Their work with us was pivotal to our #1 brand recognition today, and has been the catalyst for change and knowledge transfer at Avis.”

Ronald Masini, retired EVP, Avis Rental Car

“ Lou’s keynote to the NHL annual team meetings went way beyond my expectations! We couldn’t have asked for a fresher concept for such a seasoned business group.”

Jim Haskins, NHL Enterprise Director, National Hockey League

“People walk away in amazement as to the simplicity yet power of his approach.”

Al Dyon, CEO, Allstate

“Among the freshest and most dynamic speakers around.”

Virginia O'Conner, Vice President, American Management Association

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 ser-vices, manufacturing, and education. He is the founder and Chief Experience Officer of Experience Engineering, a Minneapolis-based experience management firm. He introduces audiences to a strategy for managing experience clues that will create customers who come back again and again, 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.

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Fast Companies Magazine ‘Readers Choice’ Award Winner – Buy The Book Now From Amazon
Clued In