CFI Group - Claes Fornell International

Survey: Customer satisfaction score for travel websites improves
Feb 16, USA Today

Fidelity is no longer tops in customer satisfaction
Feb 15, Boston Globe

Flight-search sites rethink the ratings game
Feb 15, msnbc.com

Charles Schwab tops in U.S. online satisfaction survey
Feb 14, Reuters

Flying high: Online travel agencies score big with consumers
Feb 14, Chicago Tribune

Citizens less satisfied with government services, survey finds
Jan 25, Federal Times

Outsourced Call Centers Return, To U.S. Homes
August 26, NPR

Overseas Call Centers Rupee Wise, Dollar Foolish
August 25, Mediapost.com

Study: Call back the call centers
August 25, CedMagazine.com

CFI Group: Companies Get Message That Americans Like American Call Centers
August 25, WWJ.cbslocal.com

Outsourced Call Centers Return to U.S. Homes
August 25, news.yottos.com

IPhone 4 stampede tramples AT&T
June 15, CNNMoney.com

Some reasons why you shouldn’t upgrade to the iPhone 4
June 12, iPhone4 Point

Start Over with a clean Vista installation
May 19, CNET

The Business Case for Apple's iPhone Could Give RIM a Black Eye
May 18, TMC Net

DISH Network Tops Satellite and Cable in American Customer...
May 18, MarketWatch

Killer Customer Support: The New Onshore Option
May 13, TMC Net

managing: Weidner Partners with CFI Group for Citizen Survey
April 14, Weidner, Inc.

Happy Stocks
March 22, Barron's Online

Iphone user happy with Apple, not AT&T
October 5, The Money Times

Apple iPhone Users: It's All Good -- Except AT&T
October 2, PC World

The Generic Smartphone Is In Trouble
October 1, Information Week

Congratulations to Dr. Fornell
October 1, FreedyourMind.com

Does Customer Satisfaction Matter to Investors? Findings from the Bond Market 
October 1, American Marketing Association

Windows Mobile: "Unloved, Unappreciated, and Unlikely to Encourage Any Devotion"
October 1, Digital Daily

Report: Smartphones Not Just for Business Folks
September 30, TMCnet.com

Study: iPhone Still Big But Users Want Total Satisfaction
September 30, Wireless Week

Officials prepare to launch morale, welfare, recreation survey
July 22, U.S. Air Force

Contact Center Performance Thriving in the Recession
June 29, Destination CRM.com

Humans prefer customer service from humans
June 19, Examiner

Who Knew? Consumers Hate Offshore Call Centers
June 18, MediaPost Publications

Cable Tops Satisfaction Survey, Wireless Drops
June 17, PC Magazine

Contact Center Satisfaction Index Reports Better Service Thanks to Domestic Agents
June 17, TMCnet.com

Research Finds Opportunity and Challenge in Satisfaction Scores
April 15, CUtimes.com

Strengthening Customer Relationships for Long Term Profitability
March 17, TMCnet.com

Retail Stock Prices Correlate With Customer Satisfaction: Study
Feb 27, Twice.com

Customer Service: When Service Means Survival
Feb 18, bussinessweek.com

Study: Crisis effects bank customers' satisfaction
Feb 18, Cuna.org

Credit Unions Thump Banks in Satisfaction Survey
Feb 17, CUtimes.com

Online retailers lead the way in customer service
Feb 24, Retail Week - UK

UK Consumers Most Satisfied With Play.com
Feb 24, Billboard Business News

Which Online Brokers Keep Clients Happy?
Feb 19, Smartmoney.com

CUNA News Now: Study: Crisis effects bank customers' satisfaction
Feb 19, CUNA

Customer Service
Feb 18, BusinessWeek

Survey finds Americans less happy with banks
Feb 17, Credit.com News

New Customer Feedback System Offers Advantage for Retailers
Jan 8, WWJ.com

The Future of the Economy: 3 Questions for Dr. Claes Fornell
Jan 2, 2009

"Beating the Market with Customer Satisfaction"
Harvard Business Review, March 2007

“The Effect of Customer Satisfaction on Consumer Spending Growth” *
*This article is reprinted with permission from the Journal of Marketing, published by the American Marketing Association, Claes Fornell, Roland T. Rust and Marnik G. Dekimpe, February 2010, Volume XLVII, 28-35

"Customer Satisfaction and Stock Prices: High Returns, Low Risk" *
*This article is reprinted with permission from the Journal of Marketing, published by the American Marketing Association, Claes Fornell, Sunil Mithas, Forrest V. Morgeson III, M.S. Krishnan, January 2006, Volume 70, 3-14

"Customer Satisfaction and Shareholder Value"
Journal of Marketing, October 2004

Book Review: The Satisfied Customer
B2B Marketing, November 3, 2008

Customers Prefer Bundles From Telecoms
Information Week, October 1, 2008

Survey: Consumers prefer bundles from telecoms
SmartBrief, October 1, 2008

Telcos Less Evil Than Cable Cos.: Survey
Wired, October 1, 2008

Consumers Prefer Bundled Telco Services, Says CFI Group
Wireless and Moblie News, October 1, 2008

Bundle up; consumers give cable the cold shoulder
Fierce Wireless, October 1, 2008

Report: lousy customer service has cable customer fuming
Arstechnica, September 30, 2008

Consumers prefer phone company bundles
CNET News, September 30, 2008

CFI: Customers prefer telco bundles to cable
Fierce Telecom, September 30, 2008

Survey Says...Cable Sucks
GigaOM, September 30, 2008

How Cable Can Boost Satisfaction Scores
TV Week, September 30, 2008

CFI Group: Consumers Still Like Telcos Better
Xchange, September 30, 2008

Cable Continues Low Customer Satisfaction Tradition
Broadband Reports, September 30, 2008

US customers from cars to restaurants more satisfied...
Customer Strategy, September 22, 2008

Research Commentary: Contact Center Satisfaction Index 2008
Retail Solutions Online, September 18, 2008

"How Offshore Outsourcing Affects Customer Satisfaction"
Wall Steet Journal, September 13, 2008

Detroit's Big Three are losing ground
Sify Business, September 13, 2008

Customer satisfaction: Apple, Google show how to do it
MyCustomer.com, September 4, 2008

What Apple and Michael Phelps Share
Forbes, August 19, 2008

After two-year dip, Google customer satisfaction scores roar back
ComputerWorld, August 19, 2008

Car Brands Americans Love
Forbes, August 19, 2008

Contact center performance mixed
TMCNet, August 4, 2008

Bad connections
Direct, August 1, 2008

Contact Centers: Overcoming the three Rs
Bank Administration, August 2008

"Call the Cable Guy. Again."
Washington Post, July 23, 2008

Consumer satisfaction with cable, satellite TV call centers lags
Broadcast Engineering, July 20, 2008

"Cable, satellite customer satisfaction falls, poll finds"
USA Today, July 3, 2008

"Battle for Hearts and Minds"
Marketing Week, July 3, 2008

CFI Group Helps National Business Center Improves Customer Satisfaction
Reuters, June 6, 2008

CFI Group and OLC Join Forces to Help Call Centers Improve...
Reuters, May 19, 2008

"A modest proposal to fix Dell's customer service"
CnetNews.com, May 9, 2008

"Competition Redefined: Come Out Ahead by Focusing on Customers, Not Price"
TMCNet, May 8, 2008

"Future-Proof Your Customer Strategy "
Destination CRM, May 5, 2008

"Han kan kunder"
The Swedish Press, April 30, 2008

"An Outbreak of Caring"
Washington Post, April 29, 2008

"Banks Cozy up to Customers at Contact Centers, Says Survey"
IT Business Edge, April 28, 2008

"CFI Group and Cobalt Community Research Team to Help Local Governments Improve Satisfaction"
Forbes, April 17, 2008

"Ross Professor Recognized as Top Influential Scholar"
University of Michigan News, March 27, 2008

"Customer Satisfaction and the Modern CIO"
Smart Enterprise, Volume 1, Number 3, 2007

"Survey: Users unhappy with PC call centers"
Computerworld

"Customer Call Centres: Who Gets Your Worst Service Vote?"
CityNews

"Study: PC Call Centers Provide Dismal Service"
e-Commerce Times

"Customers frown on foreign call centers"
ScrippsNews

"Issue Resolution And Offshoring Have Major Impact On Customer Satisfaction"
ContactCenterWorld.com

"Chaos at the PC Call Center"
TheStreet.com

"Customer Satisfaction with Call Center Largely Relies on First Call Resolution and Offshoring"
TMCnet

"Cable, Satellite Fail to Impress in Call-Center Survey"
Multichannel News

"Cellphone Contracts: Hard to Get off the Hook "
washingtonpost.com

"Telco Providers Outperform Cable in Customer Satisfaction Study"
TMCnet

"AT&T, Verizon May Have Edge in Fight with Cable, Survey Shows"
Bloomberg

"CFI Group Study: Customer Service Will Help Telcos Top Cable"
Multichannel News

"Consumers Prefer Telco Bundles"
Broadband Reports.com

"CFI Reports on Bundles"
Light Reading's Cable Digital News