Lou Carbone Biography

Experience Engineering, Inc., a Minneapolis-based experience management business, is led by Lou Carbone, its founder, president, and chief experience officer. He's also the author of Clued In: How to Keep Customers Returning Over and Over (Prentice-Hall, 2004). In a wide range of industries, including travel, healthcare, retail, technology, financial services, manufacturing, and education, he has spent more than two decades leading the globe in the development of experience value management theory and practice. Lou is widely regarded in academic and commercial circles as the thought leader who, with the publication of his key piece Engineering Experiences, originally published in Marketing Management magazine in 1994, started the experience movement. He is a specialist in the field of creating experience value and the creator of the first and only system for managing experience value. He has lectured and his theories have been taught at prestigious schools such as Harvard and Columbia Business Schools, University of California at Berkeley, Texas A&M's Center for Retail Studies, University of Minnesota's Carlson School of Business, and Parsons School of Design, among others. Carbone is an adjunct faculty member of the IBM Advanced Business Institute, a business speaker (member of the National Speakers Association), and a published author. He serves on the editorial board of Healthcare Design Magazine and the nominating board for Fast Company magazine's Customer First Awards. He is also chairman of the American Management Association Sales and Marketing Council, co-chairman of the Board of Directors of Health Quality Partners, Inc., and a member of the Board of Trustees at Brown College. 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 are just a few of the organizations Carbone has worked with. He worked as an advertising executive for major agencies in New York, Detroit, and Minneapolis, including Campbell-Ewald Advertising, Grey Advertising, and Manoff Geers Gross, with clients ranging from American Tourister Luggage, National Car Rental, and Walt Disney World to Eastern Airlines and Howard Johnson.

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