Carbone-Getting Clued In to Experience Management

Lou Carbone of Experience Management spoke this afternoon at Minnesota Library Association. He said libraries are about transformation of thoughts - not being in the lend-em-out-check-em-in business. He said that the world we live in has changed from the former "make and sell" model to the "sense and respond." People are concerned about how they feel about a service.

He cited Howard Johnson's as an example; that they began their decline when they lost their marking site on how customers feel and focused on how shareholders feel.

It is not as important what patrons think about libraries, but rather how libraries make patrons feel.

Lou's book is Clued In: How to Keep Customers Coming Back Again and Again