Claes Fornell
Claes Fornell
Claes Fornell is an expert on customer satisfaction measurement and asset measurement...
continues emerging growth outlook
The outlook continues to look good, especially growth in emerging markets.
banks button customers deal feeling press struggle technology trapped
Many banks struggle to deal with customers. Customers often end up feeling trapped in a technology maze, where they have to press this button or that button on their phones, and can't find their way out.
customers investors showing
Customers are showing their preferences, and investors are going to take note.
cheaper corporate earlier economy stocks strong turned year
Stocks are only getting cheaper and cheaper, and the U.S. economy is strong as are corporate profits. I was bearish on U.S. equities earlier this year but have now turned positive.
attractive everybody items opposite select useful
They only select items they really know are going to be useful or attractive to customers. That is what really makes them different. They do the opposite of what everybody else does.
break driving exception product quality seems service terms value virtually
We break it down in terms of value for money, product quality and service quality. For virtually all of these retailers, with the exception of Wal-Mart, it is really the service quality that seems to be driving the satisfaction.
anyone compete customer difficult exception high influence level means power price pricing
Wal-Mart is an exception because it is able to have such pricing power and such influence over suppliers that it is difficult for anyone to compete on price. What it means for the customer is that price will make you buy, but it doesn't give you the same satisfaction as a high level of service.