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.
