Michael Johnson

Michael D. Johnson is Dean Emeritus and E.M. Statler Professor Emeritus at Cornell University’s Nolan School of Hotel Administration, SC Johnson College of Business, and Marketing Department Chair at the Wisconsin School of Business, University of Wisconsin–Madison. An internationally recognized expert on customer satisfaction and loyalty, he has authored more than 100 academic articles and industry reports, six books, including Customer Portfolio Management (2025, MIT Press), and has been cited over 30,000 times. His research focuses on customer satisfaction, customer portfolio management, marketing strategy, and innovation. Dr. Johnson has held senior academic leadership roles at Cornell University (Dean, 2006–2016), Babson College (Provost, 2016–2018), and John Carroll University (President, 2018–2021), where he led faculty development, academic programs, strategic planning, fundraising, and institutional transformation. His leadership has strengthened academic quality, expanded interdisciplinary and global initiatives, supported successful accreditation efforts, and guided organizations through periods of significant change, including the COVID-19 pandemic. In addition to his academic leadership, Dr. Johnson has extensive governance experience, including service on corporate and nonprofit boards. He currently serves on the Board of Directors of the Center for Professional and Executive Development at the Wisconsin School of Business and previously served on the President’s International Advisory Board of BI Norwegian Business School and as an independent director of Watermark Lodging Trust. Close