Consultant and Trainer on

ISO 9000 Customer Satisfaction Measurement Requirements


Forler Massnick is a business executive, consultant, trainer, author and lecturer. He has been a corporate vice president of three Fortune 500 companies with responsibilities for public relations, advertising, government affairs, and employee communications. His consulting practice has included customer satisfaction measurement, marketing, strategic planning, and organizational development.


He is author of "The Customer is CEO," published by the American Management Association and numerous articles in trade publications on customer satisfaction and the effects of the e-lance economy on recruiting. An active participant in the American Society of Quality, he chaired the Minnesota Quality Conference in l998.


Experience: Taught courses for American Management Association in New York, Chicago, Boston and San Francisco; completed AMA course for trainers; guest instructor at University of St. Thomas; developed and taught courses for Control Data Business Advisors; founder and president of Customer, Inc., a customer satisfaction training and consulting firm.


A graduate of Miami University, Massnick began his career as a reporter, writer, and editor for International News Service in Detroit, Michigan. Subsequently he was on the public relations staff of Chrysler Corporation, which led to executive positions at Honeywell Inc., Gould, and The Pillsbury Company. He has served on a number of corporate and civic boards of directors, and has initiated several entrepreneurial ventures.