48 min listen
Pt. 1 - Lou Carbone, the Father of Experience Management
Pt. 1 - Lou Carbone, the Father of Experience Management
ratings:
Length:
47 minutes
Released:
Apr 6, 2023
Format:
Podcast episode
Description
A Conversation with Lou Carbone, the Father of Experience Management, Part 1 of 2In this fascinating two part mini-series, Lou Carbone distills decades of thought leading ideas that cut through years of misled efforts to delight customers. In Part 1 we cover:
The difference between customer driven vs. customer centric
The shift from the industrial economy to the experience economy
Why we are “inhaling exhaust and expecting to get oxygen afterwards"
Why CX leaders understand the power of unconscious need
Be sure to listen to Part 2 for more great gems from LouMeet LouLou 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.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.Companies that Carbone and Experience Engineering have worked with include Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, Taco Bell, Progressive Auto Insurance, John Deere, Blockbuster, IBM, La Quinta, Time Warner Cable, Deluxe Financial Services, Office Depot, Audi of America, Royal Bank of Canada, and Boston Children’s Hospital.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 wide array of companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines and Howard Johnson.
The difference between customer driven vs. customer centric
The shift from the industrial economy to the experience economy
Why we are “inhaling exhaust and expecting to get oxygen afterwards"
Why CX leaders understand the power of unconscious need
Be sure to listen to Part 2 for more great gems from LouMeet LouLou 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.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.Companies that Carbone and Experience Engineering have worked with include Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, Taco Bell, Progressive Auto Insurance, John Deere, Blockbuster, IBM, La Quinta, Time Warner Cable, Deluxe Financial Services, Office Depot, Audi of America, Royal Bank of Canada, and Boston Children’s Hospital.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 wide array of companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines and Howard Johnson.
Released:
Apr 6, 2023
Format:
Podcast episode
Titles in the series (88)
From Impressed to Obsessed - Author Jon Picoult: Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way by The Delighted Customers Podcast with Mark Slatin