Claes Fornell

Claes Fornell developed the American Customer Satisfaction Index. The founder and chairman of CFI Group, an international consulting firm with offices in ten countries, he is the Donald C. Cook Professor of Business at the Stephen M. Ross School of Business and the Director of the National Quality Research Center, both at the University of Michigan. He lives in Ann Arbor, Michigan.


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The Satisfied Customer

Claes Fornell
Palgrave Macmillan Trade

A leading expert redefines customer service for the twenty-first century


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