globalEDGE Business Beat with guest Forrest Morgeson
Speaker: Forrest Morgeson, American Customer Satisfaction Index
Air Date: January 05, 2018
Hosted by Tomas Hult, this segment of the globalEDGE Business Beat is an interview with Forrest Morgeson, Director of Research for the American Customer Satisfaction Index (ACSI).
Tomas Hult is Professor and Byington Endowed Chair in the Eli Broad College of Business at Michigan State University.
The ACSI is the only national cross-industry measure of customer satisfaction in the United States. The Index measures the satisfaction of U.S. household consumers with the quality of products and services offered by both foreign and domestic firms with significant share in U.S. markets.
Broadly, the U.S. Congress approved a new tax plan in December 2017 that reduces the corporate tax rate to 21 percent, from the current 35 percent. Forrest shares his views regarding implications that this tax cut has for corporations in trying to deliver on customer satisfaction initiatives.
At the same time, individuals would also see tax cuts, including a top rate of 37 percent, down from 39.6 percent. Tomas and Forrest dialogue about the implications of the individual tax rates for consumer spending and ultimately customer satisfaction.
Speaker: Forrest Morgeson, 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 viewed by both company managers and its customers. Forrest Morgeson, Director of Research of the American Customer Satisfaction Index (theacsi.org) is the guest. Recent research by Tomas and Forrest shows that managers may not know what their customers think and or why. Forrest elaborates on the core takeaways from this research, and why companies need to care and need to do much better in understanding their customers.
Speaker: Forrest Morgeson, American Customer Satisfaction Index
Air Date: November 09, 2015
Tomas Hult speaks with Forrest Morgeson, Director of Research and Global CSI Manager at the American Customer Satisfaction Index (ACSI). They discuss why it is important to measure customer satisfaction and when companies started thinking about measuring customer satisfaction. They also discuss alternatives, albeit few, to measuring customer satisfaction as done previously. Plus, Forrest discusses how companies are likely to use customer satisfaction measurement in the future.
Speaker: Forrest Morgeson, American Customer Satisfaction Index
Air Date: June 10, 2015
Tomas Hult speaks with Forrest Morgeson, Research Director of the American Customer Satisfaction Index (ACSI). ACSI data has been used extensively for more than two decades by researchers and companies interested in studying the dynamics of customer satisfaction.
Tomas Hult and Forrest Morgeson discuss a recent international study on customer satisfaction. As businesses move into international markets, they often do so with a "one size fits all" customer satisfaction strategy. But factors as basic as how consumers prioritize pricing and quality can differ sharply across cultures and economic systems, according to their research in the Journal of International Marketing. Success will depend in part on understanding these perceptions across cultures regarding customer satisfaction and which is more essential, quality or cost.
Speaker: Forrest Morgeson, American Customer Satisfaction Index
Air Date: February 26, 2015
Tomas speaks with Forrest Morgeson, director of research and Global CSI manager at the American Customer Satisfaction Index (ACSI); they discuss Dr. Morgeson’s new book titled Citizen Satisfaction, published by Palgrave, and the implications for public administrators worldwide.
Speaker: Forrest Morgeson, American Customer Satisfaction Index
Air Date: February 18, 2015
Tomas speaks with Forrest Morgeson, director of research and global CSI manager at the American Customer Satisfaction Index (ACSI); they discuss the Global CSI and what it is plus satisfaction trends in the global marketplace.