Claes Fornell

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

Contact Information

(734) 763-5937
(734) 763-9768

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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