Current Connections, in partnership with Lou Carbone and Experience Engineering welcome an opportunity to assist you in your customer experience journey.
Lou Carbone is founder and CEO of Experience Engineering®, Inc., an experience management consulting firm, the first of its kind decades ago, based in Minneapolis, Minnesota working with customer and employee experience management systems.
Since the late 1980’s, Carbone has been at the forefront of studying, exploring, and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist continuously innovative, hands-on academic/practitioner.
He wrote the book “Clued In: How to keep customers coming back, again and again, published by FT Prentice Hall which won Fast Company’s Reader’s Choice Award.
He co-authored in The Cornell Hospitality Quarterly that was cited as the best paper of 2014 by Sage Publications on “Sticktion: Assessing Memory for the Customer Experience”
For more than two decades, Lou has collaborated with Dr. Leonard Berry of The Mays School of Business at Texas A&M on both writing projects and speaking engagements. He has also been a guest lecturer at the Questrom School of Business at Boston University, S.C. Johnson School of Business at Cornell, The Mays School of Business at Texas A&M, and the Carlson School of Business at the University of Minnesota.
Lou originated the concept of Emotional and Unconscious Clue Based Experience Design and Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®.
As trailblazers in the field, we have long realized that leveraging customer experience as a value proposition that begins with understanding not just what your customers think, but how they think! Given the powerful effect of unconscious thought on loyalty and preference, the entire customer experience must be built around how it causes them to feel about themselves.
While a seemingly simple concept, the impact of this out-of-the-box thinking on business results is revolutionary. Just look at today’s most beloved brands. They are committed to filling all channels – from brick and mortar to the digital customer experience – with sensory clues that are orchestrated and managed to engage the customer. How employees are greeted on their first day of work. The music played in a store. Gestures and language used by staff. Even the triangular fold at the end of the toilet paper roll in a hotel room. All these sensory clues are purposely designed and delivered to reinforce specific thoughts and emotions – how customers want to feel.
Contact us to learn more.