latest news
Lou Carbone presents at Texas A&M Retailing Summit
Dallas Morning News, September 28 2007
Read Article >>
Lou Carbone co-authors article for Quality Progress magazine
September 2007
Lou Carbone and Len Berry build a powerful case for experience management in a lead feature in the Fall 2007 issue of Quality Progress magazine. “Improving Quality Through Customer Experience Management” explores how emotions and attitudes influence behaviors, and introduces the three kinds of clues – functional, humanic and mechanic – that businesses can use to build manageable experience delivery systems. Read Article >>
Lou Carbone defines Experience Principles in a new book published by Congressional Quarterly, October 2007
The Trusted Leader: Building the Relationships that Make Government Work, features a chapter written by Lou Carbone to show govenment leaders how to effectively manage experiences to build trust with constituents.
Noting that “managing how citizens experience government presents a major opportunity to build trust and value in government and its leaders,” Lou offers examples from the U.S. Mint, Transportation Security Administration (TSA), Federal Executive Institute and an
advanced naval warship, the USS Benfold, to show that the principles
of “experience engineering” apply to government as powerfully as
business. more…