Recognized as the leader who launched the experience movement in the early 1990s, author of "Clued In" (Prentice Hall 2004, 8th printing), Lou Carbone delivers a thought provoking program on how to connect emotionally with customers.

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 early 1990s, 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.