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ACSI Experts

The World’s Leading Authority on Customer Satisfaction

Dr. Claes Fornell

Founder and Chairman

Claes Fornell is the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. In 1994, Fornell founded the American Customer Satisfaction Index (ACSI)—a monthly economic indicator of the quality of economic output. Fornell is the author of several books and hundreds of articles examining customer satisfaction and consumer behavior. According to the International Journal of Research in Marketing, Fornell is the author of 3 of the 20 most influential papers in marketing science published in leading academic marketing journals (and 5 of the top 50) over a 20-year period. Fornell’s seminal book, The Satisfied Customer, is a must-read blueprint for understanding the value of customer satisfaction in modern business practice. In addition to ACSI LLC, Fornell has founded several companies, including CFI Group, ForeSee Results, and Exponential ETFs.

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