News: Claes Fornell

Customer services leads to more money according to 2006 study led by Claes Fornell at the University of Michigan. Feel in the mood for a fun survey? It makes sense when you consider how the brain mixes multiple intelligences to get to financial goals by way of customer service.

"Complaints to the Better Business Bureau rose 23% in 2004 from the year before, and they're up another 5% this year. Dell's customer-satisfaction rating fell 6.3% in a survey by the University of Michigan. 'We've never seen a drop like this,' says professor Claes Fornell, who ran the survey."