Claes Fornell is the founder and chairman of the American Customer Satisfaction Index (ACSI). He is one of the world’s leading experts on Customer Satisfaction Measurement and Customer Asset Management and is responsible for the development and design of the ACSI, a national Economic Indicator, and for similar indices in Europe, South America, Africa and Asia. He is also the Chairman and founder of CFI Group, an international provider of customer satisfaction measurement technology services, and CSat Fund, a hedge fund that applies customer satisfaction data to stock portfolios.
Born and raised in Sweden, Claes Fornell received a Doctorate in Economics in 1976 from the University of Lund, Sweden and taught at Duke and Northwestern University after completing study as a Fulbright Scholar at the University of California at Berkeley. He is the Distinguished Donald C. Cook Professor (Emeritus) of Business Administration at the University of Michigan. He was awarded an honorary doctorate of Economics from the Stockholm School of Economics in 2009, honorary University professor at Tianjin University in 2007, and honorary university professor at Renmin University in 2005.
Claes Fornell has written more than 80 articles and books. He also has served on the editorial board of all the major academic journals in the field and regularly appears in both broadcast and print media as an expert on customer satisfaction and its implications on corporate performance and financial markets. According to a 2008 study by the Institute of Operations Research and Management Sciences (INFORMS), he is the most influential marketing scholar in the world in both business and academia.
As the CEO of CFI Group, Sheri manages offices across 4 continents from our world headquarters in Ann Arbor, Michigan. Sheri joined CFI Group in 2000, where she integrated Customer Satisfaction Metrics into client organizations at strategic and tactical levels. She soon became the director of U.S. Government and financial client projects. In 2006, CFI Group appointed Sheri to be a Partner. In 2008, she was chosen by the international board of directors to be the new CEO and worldwide managing partner. Prior to joining CFI Group, Sheri worked for Quaker Oats, Kraft foods and Kolcraft Enterprises.
Joining CFI Group in 2001, John Cattier directs and has responsibility for North American accounting practices, financial reporting, human resources, and operations. He also has responsibilities for finance and accounting for CFI's worldwide operations.
John has over 30 years of experience as a financial and operating executive in public, private, and non-profit enterprises. Previously he was the Chief Financial Officer of the Industrial Technology Institute, Chief Financial Officer of Medasys, Inc., and the Directeur Financier et Adminstratif at Chamebel Afrique et Socoma Industries in Abidjan (1980-1983).