Founder and Chief Experience Officer,
Experience Engineering, Inc.
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.
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 a wide array of companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines, and Howard Johnson. A 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.