Claes Fornell

Claes Fornell is the founder and chairman of the American Customer Satisfaction Index (ACSI). He is one of the world’s leading experts on Customer Satisfaction Measurement and Customer Asset Management and is responsible for the development and design of the ACSI, a national Economic Indicator, and similar indices in Europe, South America, Africa, and Asia. He is also the Chairman and founder of CFI Group, an international provider of customer satisfaction measurement technology services, ForeSee Results, Inc., a customer experience analytics firm, and CSat Fund, a hedge fund that applies customer satisfaction data to stock portfolios. He is the Distinguished Donald C. Cook Professor (Emeritus) of Business Administration at the University of Michigan. Born and raised in Sweden, Claes Fornell received a Doctorate in Economics in 1976 from the University of Lund, Sweden, and taught at Duke and Northwestern University after completing his study as a Fulbright Scholar at the University of California at Berkeley. He is the Distinguished Donald C. Cook Professor (Emeritus) of Business Administration at the University of Michigan. He was awarded an honorary doctorate of Economics from the Stockholm School of Economics in 2009, honorary University professor at Tianjin University in 2007, and honorary university professor at Renmin University in 2005. Claes Fornell has written more than 80 articles and books. He also has served on the editorial board of all the major academic journals in the field and regularly appears in both broadcast and print media as an expert on customer satisfaction and its implications on corporate performance and financial markets. According to a 2008 study by the Institute of Operations Research and Management Sciences (INFORMS), he is the most influential marketing scholar in the world in both business and academia. Claes Fornell’s most recent book – The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference was recently published in Italian and Spanish.