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Claes Fornell is the Donald C. Cook Professor of Business at the Stephen M. Ross School of Business at the University of Michigan and the Director of the National Quality Research Center (NQRC) at the University of Michigan. He has also been on the faculty of Northwestern University and Duke University. Born and raised in Sweden, he received a Doctor of Economics in 1976 from the University of Lund, Sweden. As a doctoral student, he was also a Fulbright Fellow at the University of California, Berkeley. In 1987 he has also been a visiting professor at INSEAD, France and at the Stockholm School of Economics, Sweden. Professor Fornell is one of the world’s leading experts on Customer Satisfaction Measurement and Customer Asset Management. He is responsible for the American Customer Satisfaction Index (ACSI), a national indicator of the U.S. economy. He has also developed a patented system that makes it possible for a firm to identify those specific aspects of quality that have the largest impact on customer satisfaction and economic returns. Professor Fornell is the founder and chairman of CFI Group, a firm that develops and implements this system for individual firms. CFI Group has offices in Ann Arbor, Atlanta, Stockholm, Madrid, Paris, Milan, London, Shanghai and Beijing with leading firms around the world as its clients. He is also the Chairman of the Board of ForeSee Results, Inc. (www.foreseeresults.com), which has developed the ACSI technology for application to web site user satisfaction measurement. It is one of the fastest growing companies in its market and has received many awards for its technology. In addition, Professor Fornell is the founder of CSat Fund, a hedge fund that has consistently outperformed the S&P 500 and all other stock portfolios in its class. Professor Fornell has written more than 80 published articles and several books. He has served on the editorial board of all the major academic journals in the field. He frequently appears on radio, television and in the press as a commentator on business and economics. | 