Leadership

As founder and chairman of CFI Group, Dr. Fornell is the world’s leading authority on customer satisfaction, its measurement and analysis, and regularly appears in broadcast and print media. He is responsible for the development and design of the American Customer Satisfaction Index (ACSI), a monthly economic indicator of the quality of economic output.

Dr. Fornell is the author of several books and hundreds of articles examining customer satisfaction and consumer behavior. According to the International Journal of Research in Marketing, he is the author of 3 of the 20 most influential papers in marketing science published in leading academic marketing journals (and 5 of the top 50) over a 20-year period. Dr. Fornell’s seminal book, The Satisfied Customer, is a must-read blueprint for understanding the value of customer satisfaction in modern business practice. In addition to CFI Group and ACSI, Dr. Fornell has founded several companies, including ForeSee Results and Exponential ETFs.