Lou Carbone is the CEO of Experience Engineering, an experience-consulting firm whose clients include IBM, GM, Allstate, and Blockbuster. He coauthored one of the first articles to talk about the systematic management of experience as a value proposition. His recent book is Clued In: How to Keep Customers Coming Back Again and Again. He knows this experience business, and we are glad to add him to our roster of Cool Friends. Interview here.
