"Battle for Hearts and Minds"
Marketing Week, July 3, 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" (pdf)
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" (pdf)
Smart Enterprise, Volume 1, Number 3, 2007

Telecom/Cable Industry Articles

Call Center Satisfaction Index Articles

"CFI Group Helping Best Buy Improve Customer Satisfaction" (pdf)
Ann Arbor Business Review, August 24-30, 2006

"Customer Satisfaction Key to Reclaiming Economic Dominance" (pdf)*
Michigan Forward, January/February 2006
*This article is reprinted with permission of the Michigan Chamber of Commerce

"Consumers Rate the Post-Boom Industry" (pdf)
Mortgage Banking, January 2005

"Interview with a Customer Satisfaction Guru: Claes Fornell" (pdf)
Rotman Magazine, Winter 2005

"Satisfaction's the Name of the Game" (pdf)
Marketing News, October 15, 2004

Academic Journal Publications

"Customer Satisfaction and Stock Prices: High Returns, Low Risk" (pdf)*
*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" (pdf)
Journal of Marketing, October 2004

The Wall Street Journal Articles

The full results are provided on the ACSI site with a commentary from Professor Fornell.

"Customer Satisfaction Index Climbs"
The Wall Street Journal, February 18, 2004

"Healthy Scores in Consumer Survey"
The Wall Street Journal, November 19, 2003

"Web-Portal Satisfaction Rises"
The Wall Street Journal, August 20, 2003

"U.S. Travelers' Satisfaction With Hotels, Airlines Rises"
The Wall Street Journal, May 21, 2003

"Consumer Satisfaction Rises As Prices Are Driven Lower"
The Wall Street Journal, November 18, 2002

"Content Consumers Fuel Automobile-Buying Binge"
The Wall Street Journal, August 19, 2002

"A Silver Lining for Airlines: Fliers Are More Satisfied, Survey Finds"
The Wall Street Journal, May 20, 2002

"Retailers Kept Consumers Happy, According to a Satisfaction Survey"
The Wall Street Journal, February 19, 2002

Archives

"What's Next? Customer Service is Key to Post-Boom Success" (pdf)
The Bottom Line, March 2003

"Boost Stock Performance, Nation's Economy" (pdf)
Quality Progress, February 2003

"More Shop Online, but Satisfaction May Be in Short Supply" (pdf)
The Commercial Appeal, December 31, 2002

"Online Shopping Up, Gripes, Too..." (pdf)
WWD, December 31, 2002

"In Our View: Course Correction" (pdf)
The Columbian, December 30, 2002

"Study: Online Retailers Get a 'C'" (pdf)
InfoWorld Daily News, December 27, 2002

"Five Questions for Claes Fornell, How Wal-Mart Changed the Game" (pdf)
The New York Times, December 22, 2002

"Getting Deep-Fried in the Burger Wars..." (pdf)
Los Angeles Times, December 22, 2002

"Converting Fashion's Unfaithful" (pdf)
WWD, December 18, 2002

"eGov Web Sites Provides Users with Satisfaction, New Study" (pdf)
MI Tech News.com, December 16, 2002

"Federal Web Sites Edge Commercial Ones in Survey" (pdf)
Newsbytes, December 16, 2002

"CRM's Impact on the Bottom Line" (pdf)
Marketing, December 12, 2002

"H.J. Heinz's Johnson on 2nd Quarter Profit" (pdf)
Bloomberg News, December 12, 2002

"Papa John's Opens Pizza Shop on Samish Way" (pdf)
The Bellingham Herald, December 5, 2002

"Consumer Satisfaction Rises Slightly" (pdf)
Quality, November 2002

"Ann Arbor Gets New Tech Firm" (pdf)
The Ann Arbor News, March 29, 2002

"Customer Satisfaction Index Suggests More Patience with US Government"
The Wall Street Journal, December 17, 2001

"Shopper Satisfaction Takes Another Hit, But Chocolate Gives Consumers a Lift"
The Wall Street Journal, November 19, 2001

"Civility Rights for Consumers" (pdf)
The Christian Science Monitor, August 27, 2001

"Customers Get No Satisfaction" (pdf)
Financial Times, August 22, 2001

"Cars and Appliances, Old Economy Staples, Topped Cable, PCs in Shopper Satisfaction"
The Wall Street Journal, August 20, 2001

"Consumers Voice Dissatisfaction with Wide Variety of Companies"
The Wall Street Journal, May 21, 2001

"The Science of Satisfaction" (pdf)
Harvard Business Review, March 2001

"But Wait, You Promised ..."
Fast Company.com, Issue 45

"Marketplace" on NPR (pdf)
Radio interview with Claes, April 9, 2001

"Winter of Consumer Discontent Could Worsen Slowdown"
The Wall Street Journal, February 20, 2001

"Why Service Stinks" (pdf)
Business Week, October 23, 2000

"Customer Satisfaction: Shoppers Become More Satisfied With Their Purchases"
The Wall Street Journal, August 21, 2000

Keynote Address (pdf)
Performance Measurement Conference 2000, Cambridge University, July 2000

"Postal Service Is Satisfying Its Customers"
The Wall Street Journal, May 15, 2000

"Customer Satisfaction: Satisfaction with Retail and Financial Companies Slips"
The Wall Street Journal, February 22, 2000

"Customer Satisfaction: Survey Measures Satisfaction with Federal Services"
The Wall Street Journal, December 13, 1999

"Customer Satisfaction: Survey Finds Satisfaction Rises for Nondurables"
The Wall Street Journal, November 22, 1999

"Customer Satisfaction: Quality, Service Barely Pass Muster with Consumers"
The Wall Street Journal, August 16, 1999

"Now Are You Satisfied? The 1998 American Customer Satisfaction Index," (pdf)
Fortune

"As Customers Go, So Goes Dow," (pdf)
Fortune

"Measuring Non-Financial Assets," (pdf)
Wharton Alumni Magazine

"Bringing Sears into the New World," (pdf)
Fortune

"Dissing Customers: Why the Service is Missing from America's Service Economy," (pdf)
Newsweek, June 23, 1997

"Americans Are More Finicky Than Ever," (pdf)
Fortune, Feb. 3, 1997

"Storytelling: A New Way to Get Close to Your Customer," (pdf)
Fortune, Feb. 3, 1997

Telecom/Cable Industry Articles

"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: Telco 'bundles' more attractive than cable's"
STLtoday.com

"Consumers Prefer Telco Bundles"
Broadband Reports.com

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

Call Center Satisfaction Index Articles

"Insurers Upgrade Call Center Technologies To Improve Customer Experience"
TechWeb

"Report: Callers Hanging Up on Call Centers"
Inc Magazine

"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

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