Lou Carbone interview with Tom Peters

Tom Peters published an excellent interview with Lou Carbone, an authority on experience as an integral part of marketing and brands. It's worth checking out!

Lou Carbone has been exploring the dynamics of experience value creation and management for 20 years. He founded and currently serves as CEO of Experience Engineering, an experience-consulting firm whose clients include IBM, General Motors, Avis, Allstate, Audi, Blockbuster, RBC Financial, Office Depot, H&R Block, Taco Bell, Allina Health System, and many other leading organizations. Carbone collaborated with Steve Haeckel on "Engineering Customer Experiences," the seminal article that introduced the concept of customer experience.

He's the author of Clued In: How To Keep Customers Coming Back Again and Again.

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