Lou Carbone

WORLD RENOWNED
EXPERIENCE PIONEER

White Circle

Carbone 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 Carbone
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Orange Ball

Carbone is widely recognized in academic and business circles as the thought leader who launched the customer experience and employee 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 is the originator of the first and only method for experience value management. He has lectured and his theories have been taught at leading 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 among others.

Carbone has written numerous published articles, is a business speaker (member of the National Speakers Association), and has been an adjunct faculty member at the IBM Advanced Business Institute. He is past chairman of the American Management Association Sales and Marketing Council, Co-Chairman of the Board of Directors of Health Quality Partners, Inc., former Chairman of the Board of Trustees at Brown College, member of the Thiel College Board of Trustees, and has served on the editorial board of Healthcare Design Magazine. His best selling book, Clued In: How to Keep Customers Coming Back Again and Again, received the celebrated Fast Company Reader’s Choice Award.

Carbone has worked with companies like 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 to name just a few.

Carbone 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.

Carbone is widely recognized in academic and business circles as the thought leader who launched the customer experience and employee 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 is the originator of the first and only method for experience value management. He has lectured and his theories have been taught at leading 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 among others.

Carbone has written numerous published articles, is a business speaker (member of the National Speakers Association), and has been an adjunct faculty member at the IBM Advanced Business Institute. He is past chairman of the American Management Association Sales and Marketing Council, Co-Chairman of the Board of Directors of Health Quality Partners, Inc., former Chairman of the Board of Trustees at Brown College, member of the Thiel College Board of Trustees, and has served on the editorial board of Healthcare Design Magazine. His best selling book, Clued In: How to Keep Customers Coming Back Again and Again, received the celebrated Fast Company Reader’s Choice Award.

Carbone has worked with companies like 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 to name just a few.

PROFESSIONAL PROFILE

Lou Carbone is the Founder, President and Chief Experience Officer of Experience Engineering, Inc., a total customer and employee experience management firm. He is also the author of Clued In: How to Keep Customers Coming Back Again and Again (Prentice-Hall, 2004).

WHAT BUSINESS LEADERS HAVE TO SAY ABOUT LOU

Orange Ball

'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
former President
Allstate Motor Club

'Lou Carbone and his company awakened us to the experiential 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
former EVP Product Development
Avis Rent-A-Car

'Carbone's presentations are truly unique and apply to any industry. His ability to blend theory with practical application in the 'hot topic' area of experience, makes him among the freshest and most dynamic speakers around.'

VIRGINIA O'CONNOR
Vice President
Councils American Management Association

'In today's business environment, one can pick being product focused, marketing focused or consumer focused. If you choose to be consumer focused, this is the book to read. Clued In is Experience Management 2.0.'

WATTS WACKER
FirstMatter LLC, Author of Visionary's Handbook: Nine Paradoxes that will Shape the Future of Your Business

Orange Ball

'Lou Carbone is to customer experiences what Edward Deming was to the quality movement, a pioneer in developing and codifying a managerial discipline around an important but abstract value. Lou goes beyond theory to offer managers a proven set of principles, tools and prescriptions for delivering more value creating experiences.'

STEPHAN HAECKEL
Retired Director of Strategic Studies at IBM'S Advanced Business Institute, Author of Adaptive Enterprise: Creating and Leading Sense-and-Respond Organizations

'Lou Carbone's humor and vast knowledge of experience management principles were an extremely compelling combination for our audience. I look forward to booking him again.'

IAN PARSONS
Producer of North American and European Conferences on Customer Management

'This is truly revenue producing strategy. Carbone's experience management disciplines move brand positioning to a new level because brand is so much more than just the metal that sits on the showroom floor. When the customer experience is carefully designed and consistently delivered, that customer will repeat and refer. And that's revenue.'

LARRY HICE
National Sales and Service Manager
Buick Motor Division of General Motors

WHAT BUSINESS LEADERS HAVE TO SAY ABOUT LOU

'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
former President
Allstate Motor Club

'Lou Carbone and his company awakened us to the experiential 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
former EVP Product Development
Avis Rent-A-Car

'Carbone's presentations are truly unique and apply to any industry. His ability to blend theory with practical application in the 'hot topic' area of experience, makes him among the freshest and most dynamic speakers around.'

VIRGINIA O'CONNOR
Vice President
Councils American Management Association

'In today's business environment, one can pick being product focused, marketing focused or consumer focused. If you choose to be consumer focused, this is the book to read. Clued In is Experience Management 2.0.'

WATTS WACKER
FirstMatter LLC, Author of Visionary's Handbook: Nine Paradoxes that will Shape the Future of Your Business

'Lou Carbone is to customer experiences what Edward Deming was to the quality movement, a pioneer in developing and codifying a managerial discipline around an important but abstract value. Lou goes beyond theory to offer managers a proven set of principles, tools and prescriptions for delivering more value creating experiences.'

STEPHAN HAECKEL
Retired Director of Strategic Studies at IBM'S Advanced Business Institute, Author of Adaptive Enterprise: Creating and Leading Sense-and-Respond Organizations

'Lou Carbone’s humor and vast knowledge of experience management principles were an extremely compelling combination for our audience. I look forward to booking him again.'

IAN PARSONS
Producer of North American and European Conferences on Customer Management

'This is truly revenue producing strategy. Carbone's experience management disciplines move brand positioning to a new level because brand is so much more than just the metal that sits on the showroom floor. When the customer experience is carefully designed and consistently delivered, that customer will repeat and refer. And that's revenue.'

LARRY HICE
National Sales and Service Manager
Buick Motor Division of General Motors

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