CFI Group - Claes Fornell International

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

Amazon, Netflix Top Holiday Satisfaction
Dec 31, Digitaltrends.com

Federal Government Improves, But Still Trails Private Sector
Dec 23, DestinationCRM.com

ACSI: Only Small Dip in Customer Satisfaction
Dec 22, Food Manufacturing

Impact of Agent Frustration on Customer Satisfaction
Dec 22, TMCnet 

Satisfaction With Government Increases
Dec 16, Washington Post

Citizen Satisfaction with Federal Government Improves,
Correlation ...
Dec 16, MarketWatch 

Dell sees value in backlash against foreign call centers
Dec 12, Los Angeles Times

The Bangalore Backlash: Call Centers Return to U.S.
Dec 11, Washington Post

Customer Satisfaction on Cyber Monday Exceeds Expectations
Dec 3, MarketWatch

Survey finds most Americans dissatisfied with federal government
Dec 1, OhMyGov!

Deck the Halls with Sales and Discounts
Nov 24, Stephen M. Ross School of Business, MI

What Do Manufacturers Know about Manufacturing Customer Satisfaction?
Nov 23, Destination CRM, NY 

Study: Cable gains broadband subscribers in 3Q
Nov 21, Newsday

Greater Choice Increases Consumer Power
Nov 19, HappyNews.com, TX 

Consumers prefer telcos over cablecos
November 18, Network Cabling Magazine

ACSI: Customer Satisfaction With Food Companies Climbs
Nov 18, Food Product Design

Heinz gets top rank on American Customer Satisfaction Index
Nov 18, Bizjournals.com

Study reminds us why we're always fixing our parents' PCs
November 17, Ars Technica

"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