Leaders And Innovators: David VanAmburg

David VanAmburg is managing director of the American Customer Satisfaction Index at the Ross School of Business at the University of Michigan in Ann Arbor. ACSI is a national economic indicator of customer evaluations of the quality of goods and services from companies and government agencies. It is the only uniform, cross-industry measure that links customer satisfaction to a company's financial performance. VanAmburg joined ACSI in 1998 and was named director for ACSI's federal government satisfaction study in 1999 before being promoted to managing director of the ACSI as a whole in 2001. Most recently, VanAmburg has been named managing director of ACSI's sister index in the UK, NCSI-UK, and also co-manages the Brazilian Customer Satisfaction Index. He has lectured extensively both at UM and abroad on topics related to customer satisfaction, quality, customer loyalty, and shareholder value and coauthored "The American Customer Satisfaction Index at Ten Years, ACSI 1994-2004: A Summary of Findings, Implications for the Economy, Stock Returns and Management." VanAmburg received his bachelor's degree in public policy and history from Michigan State University and a master's in history from UM. More at www.ltu.edu/leaders.