Lou is recognised as the leader who launched the experience movement in the late 1980s, and author of "Clued In" (Prentice Hall, 2004, 8th printing). He has delivered thought-provoking presentations focused on positive customer experiences to Fortune 500 Companies, top business schools, executive forums, sales conferences, associations and educator meetings. He’s also lectured at leading institutions like the Harvard Business School, Columbia School of Business, Haas School of Business, University of California at Berkeley, and many others.

Lou is the founder and Chief Experience Officer of Experience Engineering, a Minneapolis-based experience management firm whose clients include General Motors, Hewlett-Packard, Avis, Audi, IBM, Blockbuster, H&R Block, Xerox Corporation and many other leading organisations.

Lou speaks from his own leadership experience. He is the Chairman of the American Management Association Sales and Marketing council, Co-Chairman of the Board of Directors of Health Quality Partners, Inc., and Chairman of the Board of Trustees at Brown College. Prior to founding Experience Engineering, he was the Vice President of Global Marketing at National Car Rental, introducing innovations like paperless-electronic rental agreements, Emerald Club and Emerald Aisle. Before this, he was a senior executive with major advertising agencies in New York, Detroit, and Minneapolis.