Claes Fornell
Donald C. Cook Distinguished Professor Emeritus of Business Administration at Stephen M. Ross School of Business
Schools
- Stephen M. Ross School of Business
Links
Biography
Stephen M. Ross School of Business
Research
Claes Fornell is one of the world's leading experts on customer satisfaction measurement and customer asset management. He is responsible for the ACSI, a national indicator of the economy, and for similar indices in Europe and Asia. He also has developed a system, for which he was given a US patent, that enables firm to identify company-specific aspects that have the largest impact on customer satisfaction and economic returns. He also is the chairman and founder of the CFI Group and Foresee Results, two companies that develop and implement this system throughout the world.
Videos
Fornell Says Customer Satisfaction is `Quite Strong': Video
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