The Reign of the Customer

Claes Fornell is the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. In 1994, Fornell founded the American Customer Satisfaction Index (ACSI)-a monthly economic indicator of the quality of economic output. He is the author of several books and hundreds of articles examining customer satisfaction and consumer behavior. His seminal book, The Satisfied Customer is a must-read blueprint for understanding the value of customer satisfaction in modern business practice. Forrest Morgeson is the Director of Research at the American Customer Satisfaction Index, responsible for managing ACSI's academic research and its international licensing program (Global CSITM). Morgeson's areas of expertise include citizen satisfaction with government services, cross-national citizen and consumer satisfaction, and the financial impact of customer satisfaction in the private sector. His first book Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust, published in 2014. Tomas Hult is Professor, Byington Endowed Chair, and Director of the International Business Center in the Broad College of Business at Michigan State University. He is one of the world's leading academic business authorities, often sought for keynote speeches at the United Nations, World Investment Forum, and European Commission, among others. His book Global Supply Chain Management is a business-practice thought leader, and his texts International Business and Global Business Today are the combined #1 market-share leaders worldwide. David VanAmburg is the Managing Director of the American Customer Satisfaction Index. VanAmburg joined ACSI in 1998 and was named Director for ACSI's federal government satisfaction study in 1999, piloting the first-ever government-wide initiative to measure citizen satisfaction using a uniform methodology. As an expert in customer satisfaction, VanAmburg has lectured at the University of Michigan and venues abroad, addressing the relationships among satisfaction, quality, customer service, loyalty, and shareholder value. VanAmburg is regularly quoted and featured in numerous print and radio media, including The Wall Street Journal, Bloomberg, CNN, and Forbes.

1. Defining Customer Satisfaction: A Strategic Company Asset?.- 2. Customer Expectations: What Do Your Customers Demand?.- 3. Perceived Quality: Does Performance Matter?.- 4. Perceived Value: Is It Really All About Price?.- 5. ACSI: Is Satisfaction Guaranteed?.- 6. Customer Complaints: Learning to Love Your Angry Customers.- 7. Customer Loyalty: Hey, Stick around for a While!.- 8. Satisfied Customers: An Asset Driving Financial Performance.- 9. Your Future: Opportunities for Customer Centricity and Satisfaction.