New Book Release!

From the founder of the American
Customer Satisfaction Index...
[read more]

"First rate! An engaging and practical book full of useful concepts and tools by one of the foremost experts on consumer satisfaction.  Be a winner in the battle for customers and read this book."
 --Bernd Schmitt, author of Customer Experience Management and Big Think Strategy

"In today’s world of intense global competition, customer satisfaction is a given. Without it, customers quickly move on to another of their endless choices. And they never return. That’s why The Satisfied Customer is a must read."
--Jack Trout, author of The 22 Immutable Laws of Marketing and Differentiate or Die: Survival In Our Era of Killer Competition

"Claes Fornell reminds us if we want to achieve long-term growth and success, companies must invest in their customers. The challenge is knowing how to make smart investments and what measurable outcomes are essential to create satisfied customers.  Professor Fornell is providing an important resource for all of us who rely on customer satisfaction to drive the growth of our brands and businesses."
--David Brandon, chairman and CEO, Domino's Pizza, Inc. [read more]