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Posts Tagged ‘Claes Fornell’

Happy Customers = Happy Stock Price?

We haven’t written much on this blog about customer satisfaction outside of this little rant about rancid chicken and, even more tangentially, this one about mood-tracking software. But here’s something worth looking into a bit more seriously. Claes Fornell, a b-school professor at Michigan and the man behind the American Customer Satisfaction Index, has co-written a new paper asserting that . . .