Claes Fornell

Donald C. Cook Distinguished Professor Emeritus of Business Administration

PhD Lund University 1976
Fulbright University of California
Berkeley 1975
MBA Lund University 1971

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 is also the chairman and founder of CFI Group, a company that develops and implements this system throughout the world.

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