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.
Before blogging became all the rage, Tom was posting book reviews and Observations (essentially early blog posts) to this site. You can find the archives below.
What we're talking about
on the front page.