Speaker: Claes Fornell, American Customer Satisfaction Index

Air Date: August 12, 2016

Hosted by Tomas Hult, this interview segment of the globalEDGE Business Beat focuses on customer satisfaction as a driver of stock returns. Claes Fornell, Chairman of the CFI Group (cfigroup.com) and Founder of the American Customer Satisfaction Index (theacsi.org), is the guest. Tomas and Claes discuss why stock returns on customer satisfaction beat the market based on recent research they published in the Journal of Marketing (September 2016). Claes also elaborates on why some people are skeptical about the abnormal returns on customer satisfaction and why they should not be. He also discusses his viewpoints regarding “A healthy economy has satisfied consumers… (and) a healthy company has satisfied customers.

Speaker: Claes Fornell, American Customer Satisfaction Index

Air Date: November 19, 2014

Tomas speaks with Claes Fornell, founder and chair of the American Customer Satisfaction Index and chair of the boards for three satisfaction and customer analytic organizations: the CFI Group, Foresee, and CSat; they discuss the main drivers of customer satisfaction and the challenges associated with them.

Speaker: Claes Fornell, American Customer Satisfaction Index

Air Date: October 08, 2014

In the second segment of Tomas Hult's conversation with Claes Fornell, they discuss the main drivers of customer satisfaction and the challenges associated with them. Mr. Fornell is the founder and chair of the American Customer Satisfaction Index and chair of the boards for three satisfaction and customer analytic organizations: the CFI Group, Foresee, and CSat.