“What branding was to the Twentieth Century, experience management will be to the Twenty-First.”
Founder, Chief Experience Officer
Lou has been a leader in the experience management revolution for over two decades. His
writings on the subject have appeared in business magazines and academic journals since 1994. His 2004 best seller,
"Clued In, How to Keep Customers Coming Back Again &
Again" (Prentice Hall), is in its seventh printing, and considered a must read for anyone hoping to understand the discipline. He is in demand as a speaker
and lecturer worldwide.