March 21, 2001

Dr. Terry Vavra Will Urge Audience To "Aim For Customer Delight" In A Presentation At Ramapo College

(Mahwah) – "Satisfied Customers Can Put You Out of Business – Aim for Customer Delight" will be the topic of a talk by Terry G. Vavra, Ph.D., president of Marketing Metrics, Inc., Tuesday April 24 at 5 p.m. in the Alumni Lounge (SC-136) at Ramapo College of New Jersey. His talk is sponsored by the Ramapo College Foundation Business Network. Admission is free and the public is invited.

Vavra, has dedicated more than 30 years to the fields of customer retention, customer satisfaction and customer research. As a practitioner and academic, Vavra has served on the client, agency and media sides of the strategic marketing process and for 15 years shared his practical experience with MBA students at Pace University's Lubin School of Business where he served as associate professor of marketing.

Improving Your Measurement of Customer Satisfaction, Vavra's most recent book, is designed to answer various issues faced by the customer satisfaction professional. This book follows The Customer Delight Principal, which he co-authored with Tim Keiningham, and his best-selling book Aftermarketing: How to Keep Customers for Life Through Relationship Marketing. Aftermarketing, which has been updated and translated into five languages, details why relationship marketing has become the mandate for success in today's rapidly evolving marketplace.

In 1983, Vavra and his wife, Linda, founded Marketing Metrics, Inc., of Paramus. It is a unique marketing services agency that offers clients customer satisfaciton measurement, customer retention program design and execution, marketing research services and training seminars. The firm serves global markets and has completed assignments in over one hundred countries.

For more information, please call Ron Kase, (201) 684-7287.