Experience Engineering Information

For more than 40 years, Experience Engineering® has proven a single, powerful truth: any customer experience can be deliberately engineered to deliver distinctive value, meaning, and resonance — and organizations that do it prosper. We originated this field. In 1994, our founder Lou Carbone co-authored the article that launched the global Customer Experience Management movement. Everything since has been proof of that original breakthrough: loyalty is not earned through products or satisfaction scores. It is engineered through the emotional and sensory clues customers experience — consciously and unconsciously — in every interaction with your brand. Our flagship methodology, Total Experience Management®, has delivered measurable results for IBM, General Motors, Avis, Audi of America, H&R Block, Progressive Insurance, John Deere, the NHL, and dozens of other leading organizations. Singled out by Forrester Research as a Top Enterprise Customer Experience Transformation Firm. Founded by Lou Carbone — the Godfather of Experience Management, author of Clued In (Fast Company Readers’ Choice Award, 54th printing), and Professor of Practice at MSU Eli Broad College of Business.