Claes Fornell

Claes Fornell is a prominent Swedish-American academic known for his contributions to marketing, business strategy, and customer satisfaction research. He is best recognized for developing the American Customer Satisfaction Index (ACSI), a tool that measures how satisfied consumers are with various companies and industries. His work emphasizes the importance of understanding customer feedback and its influence on business success. Fornell's insights have helped organizations improve their services and products, ultimately leading to enhanced customer loyalty and profitability. His research bridges the gap between customer perceptions and business performance, making it valuable for both scholars and practitioners.