Hosted by Tomas Hult, this segment of the globalEDGE Business Beat is an interview with Forrest Morgeson, Director of Research for the American Customer Satisfaction Index (ACSI).
Tomas Hult is Professor and Byington Endowed Chair in the Eli Broad College of Business at Michigan State University.
The American Customer Satisfaction Index (ACSI) is the only national cross-industry measure of customer satisfaction in the United States. ACSI measures the satisfaction of U.S. household consumers with the quality of products and services offered by both foreign and domestic firms with significant share in U.S. markets.
Forrest Morgeson and Claes Fornell have been on the gBB radio show a number of times to talk about customer satisfaction in the United States and globally (check those out in the archives). So, for this segment our focus is on the related issue of complaining customers; how the complaints relate to the customers’ initial expectations with a product or services; what it takes to make a complaining customer satisfied again; and Forrest’s thoughts about closing a complaining customer’s account (like Amazon recently did when the customer returned too many products in a year).
To hear Tomas and Forrest's full discussion, please click on the embedded SoundCloud PodCasts shared below.