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.
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.
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.