#135 Emotional Imprinting and the Future of Experience Management

The Delighted Customers Podcast with Mark Slatin

Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expertise to the discussion. He pioneered the field with his groundbreaking 1994 article "Engineering Customer Experiences," which may have originated the term "customer experience." Lou is also the author of the book Clued in, How to Keep Customers Coming Back Again and Again and has worked with major companies like Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, and Taco Bell. He has lectured and taught at leading institutions like Harvard Business School and Cornell School of Business and is currently a Professor of Practice at Michigan State University in the Customer Experience Management Program. Why listen? Lou believes the profession is at a crossroads and will challenge conventional thinking about CX, exploring the current state of the profession and offering insights into moving beyond traditional approaches to create truly distinctive value. He will discuss how organizations can shift their focus from how customers feel about the brand to how they cause them to feel about themselves after interacting with the brand, highlighting the critical role of emotional imprinting in designing memorable experiences that drive value. Tune in as we explore: •What does it mean when we say "customers cannot not have an experience," and how does this fundamental truth shape the approach to experience management? •How can organizations move beyond fixing problems ("fixing broken") to design experiences that leverage emotional imprinting and lead to "distinctive economic value"? •In a world where the definition of CX is fragmented, how can understanding "next practices" rooted in emotion, psychology, and neuroscience help prove the ROI and Return on Strategy of experience management initiatives? -------------------------------------------------------------------------------- If you enjoyed this episode, please subscribe, rate, and review the Delighted Customers podcast on your favorite platform! Your support helps us bring you more insightful conversations with leaders shaping the future of customer experience.

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