American Customer Satisfaction Index (ACSI) Updates with Professor Claes Fornell
written by , 8/23/09 9:10pm
edited by , 9/2/09 3:42am
Please join the Club for a presentation by Professor Claes Fornell, who recently was named as the world’s most influential Marketing Professor, where he will discuss recent American Customer Satisfaction Index (ACSI) and what they mean for business.
American Customer Satisfaction Index (ACSI) Updates
with
Dr. Claes Fornell
Donald C. Cook Professor of Business Administration
Stephen M. Ross School of Business - University of Michigan
Because of fundamental changes in the global economy, mostly due to globalization, the flow of capital, and the falling cost and rising supply of information, buyers are gaining power at the expense of sellers. Professor Claes Fornell, recently named the world’s most influential Marketing Professor, will explain the forces behind the shift in power and what they mean for business. He will point to the emergence of a new alliance – one between buyers and investors and show that companies that do a poor job in satisfying their customers will be hit by a double whammy: Customer defection and capital withdrawal. Companies with strong customer relationships, on the other hand, will doubly benefit. Investors in such companies will benefit as well. Professor Fornell will reveal that the secret to beating the stock market is to understand that customers know something that the financial markets don’t, and that the latter tend to follow the former because that’s where power is accumulating. He will also discuss the recent result of quarterly American Customer Satisfaction Index (ACSI) (http://www.theacsi.org/) and share his insight that the research provides in the overall U. S. economy and Michigan economy.
Event Details:
| Date: |
September 23, 2009 (Wednesday) |
| Time: |
6:00 pm - 6:30 pm - Registration |
| |
6:30 pm - 7:30 pm - Presentation and Q&A |
| |
7:30 pm - 8:30 pm - Networking Reception |
| Location: |
Blau Auditorium - Stephen M. Ross School of Business |
|
701 Tappan Street, Ann Arbor, MI 48109-1234 |
Tickets:
| Club Members: |
$15.00 |
| Non-Members & Guests: |
$25.00 |
Click here to buy tickets!!!
About the Speaker:
Claes Fornell is the founder and Chairman of CFI Group (http://www.cfigroup.com/) and ForeSee Results, and the Donald C. Cook Professor of Business Administration at the University of Michigan. He is one of the worlds’ leading experts on Customer Satisfaction Measurement and Customer Asset Management for Financial Returns. He is responsible for the development and design of the American Customer Satisfaction Index (ACSI), a national indicator of the U.S. economy.
Born and raised in Sweden, Dr. Fornell received a Ph.D. in Economics in 1976 from the University of Lund, Sweden. During his doctoral studies he was a Fulbright Scholar at the University of California at Berkeley. Following the completion of his Ph.D., Dr. Fornell was on the faculty at Duke University and Northwestern University. He came to Ann Arbor, Michigan, in 1980 to take a position at the University of Michigan, where he was appointed the Donald C. Cook Chair in 1988. He has also been a visiting professor at INSEAD (France), the Helsinki School of Economics (Finland), and the Stockholm School of Economics (Sweden).
According to a 2008 study by the Institute of Operations Research and Management Sciences (INFORMS), he is the most influential marketing scholar in the world in both practice and academia.
Dr. Fornell has written more than 80 published articles and several books and has served on the editorial board of all the major academic journals in the field. He is regularly interviewed by leading media publications, such as the Wall Street Journal, the New York Times, USA Today and Business Week. Claes Fornell’s book – The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference was recently translated into Italian and Spanish.
About the American Customer Satisfaction Index (ACSI)
The American Customer Satisfaction Index is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. It is updated each quarter with new measures for different sectors of the economy replacing data from the prior year. The overall ACSI score for a given quarter factors in scores from about 200 companies in 44 industries and from government agencies over the previous four quarters.
The Index is produced by the University of Michigan’s Ross School of Business in partnership with the American Society for Quality (ASQ) and CFI Group.
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