Claes Fornell's guest appearances

Claes Fornell

Amazing Business Radio

The ETF Experience

Cameron Mitchell

Michael Bungay Stanier

Daniel Ramsey

Ben Hunt

Sarah Petty

Marc Elliot

John Ruhlin

Augie Ray

Matt Stoller

Jesse Cole

Perth Tolle

Danny Meyer

Ben Johnson

John Jantsch

Michael Redbord

OwlTail

The Link Between the Top Rated Customer-Focused Companies and the Stock MarketShep Hyken interviews Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI) and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.Top Takeaways:·      ACSI, or the American Customer Satisfaction Index, researches and tracks more than 400 of the largest corporations in the U.S. marketplace on their customer satisfaction scores.·      There's a correlation between top-performing companies in the ACSI and companies who do well in the stock market. The 35 top-performing companies, according to the ACSI, have had a return of… (Dr. Fornell suggests sitting down as you read this number) 1788% in the last 15 years.·      Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along. Make sure that your customers come back for the right reasons. ·      There are obvious issues that companies need to fix to solve customer dissatisfaction: wait time, ease of use, and segmentation.Wait time - If the search, shopping, and buying experience take longer than expected, it creates a problem for the customers.Ease of use - If it's complicated and the customer often needs help, it affects their experience.Segmentation - Don't just segment on age, gender, or location. Segment your customers according to categories that affect the customer’s sensitivity to higher quality. Know what customers are looking for in your products and design customer experiences that deliver them.Quote: “Buying loyalty is keeping the price low. Earning loyalty is keeping your customers satisfied.” About:Dr. Claes Fornell is the founder of the American Customer Satisfaction Index (ACSI), a monthly economic indicator of the quality of economic output, and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

The Link Between the Top Rated Customer-Focused Companies and the Stock Market Shep Hyken interviews Dr. Claes Fornell, founder of the <a href="https://www.theacsi.org/" rel="nofollow" target="_blank">American Customer Satisfaction Index</a> (ACSI) and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of <a href="https://www.amazon.com/Satisfied-Customer-Winners-Losers-Preference/dp/0230604064" rel="nofollow" target="_blank">The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference</a>.Top Takeaways:·      ACSI, or the American Customer Satisfaction Index, researches and tracks more than 400 of the largest corporations in the U.S. marketplace on their customer satisfaction scores.·      There's a correlation between top-performing companies in the ACSI and companies who do well in the stock market. The 35 top-performing companies, according to the ACSI, have had a return of… (Dr. Fornell suggests sitting down as you read this number) 1788% in the last 15 years.·      Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along. Make sure that your customers come back for the right reasons. ·      There are obvious issues that companies need to fix to solve customer dissatisfaction: wait time, ease of use, and segmentation.Wait time - If the search, shopping, and buying experience take longer than expected, it creates a problem for the customers.Ease of use - If it's complicated and the customer often needs help, it affects their experience.Segmentation - Don't just segment on age, gender, or location. Segment your customers according to categories that affect the customer’s sensitivity to higher quality. Know what customers are looking for in your products and design customer experiences that deliver them.Quote: “Buying loyalty is keeping the price low. Earning loyalty is keeping your customers satisfied.” About:Dr. Claes Fornell is the founder of the American Customer Satisfaction Index (<a href="https://www.theacsi.org/" rel="nofollow" target="_blank">ACSI</a>), a monthly economic indicator of the quality of economic output, and the Distinguished Donald C. Cook Emeritus Professor of Business at the University of Michigan. Dr. Fornell is the author of <a href="https://www.amazon.com/Satisfied-Customer-Winners-Losers-Preference/dp/0230604064" rel="nofollow" target="_blank">The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference</a>. <a href="https://hyken.com/" rel="nofollow" target="_blank">Shep Hyken</a> is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of <a href="http://amazingbusinessradio.com/" rel="nofollow" target="_blank">Amazing Business Radio</a>. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

The Return on High Customer Satisfaction Is Huge Featuring Dr. Claes Fornell

Phil Bak is joined by Dr. Claes Fornell, Chairman of Exponential ETFs and Founder of the American Customer Satisfaction Index (ACSI), to discuss the birth of a monthly economic indicator of the quality of economic output.

Phil Bak is joined by Dr. Claes Fornell, Chairman of Exponential ETFs and Founder of the American Customer Satisfaction Index (ACSI), to discuss the birth of a monthly economic indicator of the quality of economic output.

Dr. Claes Fornell - A background in Swedish cryptology | Convergence of econometrics and psychometrics | Developing the model to measure customer satisfaction (EP.16)