Lou Carbone

Lou Carbone is the founder, President and CEO of Experience Engineering, Inc. (EE). Major corporations throughout North America recognize EE as the authority on experience management as it relates to competitive advantage, customer preference and loyalty. He has spent 20 years working with all types of industry: healthcare, retail, financial services, travel & leisure, education. The company’s strategies have been successfully implemented by Fortune 100 companies as well as small to medium sized businesses, and presented at Harvard and Columbia business schools among others.

Carbone has co-authored several white papers and a number of published articles. He has just completed a book titled Clued In: How to keep Customers Coming Back Again and Again, to be published by Financial Times Prentice Hall in May 2004.

Lou is an adjunct faculty member at IBM’s Advanced Business Institute, sits on the Sales and Marketing Council of the American Management Association, the editorial board of Healthcare Design Magazine, and is a member of the board of directors of Health Quality Partners, Inc. and Brown College. He is also a nationally recognized author, speaker and member of the National Speakers Association.

Prior to founding Experience Engineering, Inc., Carbone spent a decade in advertising and brand development with major agencies such as Campbell-Ewald, Grey Advertising, Saatchi & Saatchi and Manoff, Geers, Gross (clients included American Tourister Luggage, The Disney Company, Howard Johnson, Eastern Airlines and 3M). He was also vice president of marketing worldwide at National Car Rental during one of the industry’s most innovative periods - the creation and introduction of The Emerald Club^TM, Paper-less ExpressTM and Emerald AisleTM - at National.