Claes Fornell
Claes Fornell is an expert on customer satisfaction measurement and asset measurement.[1]
Background
Born and raised in Sweden, Fornell received a Doctorate of Economics in 1976 from the University of Lund, Sweden. In 2009, during the 100-year anniversary of the Stockholm School of Economics, Fornell was awarded an Honorary Doctorate of Economics. He also holds honorary professorships from Renmin University (2005) and Tianjin University (2007).[1]
Research and writing
Fornell's research centers on the application of advanced quantitative methods for understanding how to obtain high financial returns and lower risk at the same time. It was the convergence of these interests that led Fornell, in 1994, to found the American Customer Satisfaction Index – a monthly economic indicator of the quality of economic output, as experienced by the users of that output. ACSI is a predictor of consumer spending and economic growth at the macro level,[2] and tracks about 235 individual companies. Individual and company ACSI scores are predictive of company return on investment, net cash flow, and stock returns.[3][4][5][6] The basic ACSI technology, for which Fornell was awarded a US patent (US 8,666,515 B2) in 2014, is now used in more than 16 countries in addition to the United States, including Great Britain, Brazil, Singapore, Sweden and South Korea.
Fornell is the lead author of several articles linking customer satisfaction to stock returns, demonstrating that a portfolio of firms with high ACSI scores consistently outperform the market.[3][4][5][7] Fornell has also written several books. Among them are Consumer Input for Marketing Decisions (Praeger, 1976) and A Second Generation of Multivariate Analysis (Praeger, 1980). His most recent book, The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference (Palgrave Macmillan, 2007), draws on findings from the ACSI as well as his experiences helping companies manage their customer relationships. According to the "International Journal of Research in Marketing,".[8] he is the author of 3 of the 20 most influential papers in marketing science published in the leading academic marketing journals (and to 5 of the top 50) over a 20-year period.
References
- ↑ 1.0 1.1 Lua error in package.lua at line 80: module 'strict' not found.
- ↑ Fornell, C., R.T. Rust and M.G. Dekimpe (2010). "The Effect of Customer Satisfaction on Consumer Spending Growth," Journal of Marketing Research, 47(1), 28-35.
- ↑ 3.0 3.1 Fornell, C., S. Mithas, F.V. Morgeson III, and M.S. Krishnan (2006). "Customer Satisfaction and Stock Prices: High Returns, Low Risk," Journal of Marketing, 70(1), 3−14.
- ↑ 4.0 4.1 Fornell, C., S. Mithas, and F.V. Morgeson III (2009). "The Economic and Statistical Significance of Stock Returns on Customer Satisfaction," Marketing Science, 28(5), 820-825.
- ↑ 5.0 5.1 Fornell, C., S. Mithas, F.V. Morgeson III (2009). "The Statistical Significance of Portfolio Returns," International Journal of Research in Marketing, 26(2), 162-163.
- ↑ Anderson, E.W., C. Fornell & S.K. Mazvancheryl (2004). "Customer Satisfaction and Shareholder Value." Journal of Marketing, Vol. 68, October, 172-185.
- ↑ Morgan, N.A. & L. Rego (2006). "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance." Marketing Science, Vol. 25(5), 425-439.
- ↑ Roberts, J., U. Kayande, and S. Stremersch (2013) "From Academic Research to Marketing Practice: Exploring the Marketing Science Value Chain," International Journal of Research in Marketing, In Press.
External links
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