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(PDF) (DOC) (JPG)March 21, 2001

(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 satisfaction 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.

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Ramapo College of New Jersey is the state’s premier public liberal arts college and is committed to academic excellence through interdisciplinary and experiential learning, and international and intercultural understanding. The College is ranked #1 among New Jersey public institutions by College Choice, has been named one of the 50 Most Beautiful College Campuses in America by CondeNast Traveler, and is recognized as a top college by U.S. News & World Report, Kiplinger’s, Princeton Review and Money magazine, among others. Ramapo College is also distinguished as a Career Development College of Distinction by CollegesofDistinction.com, boasts the best campus housing in New Jersey on Niche.com, and is designated a “Military Friendly College” in Victoria Media’s Guide to Military Friendly Schools.

Established in 1969, Ramapo College offers bachelor’s degrees in the arts, business, data science, humanities, social sciences and the sciences, as well as in professional studies, which include business, education, nursing and social work. In addition, the College offers courses leading to teacher certification at the elementary and secondary levels, and offers graduate programs leading to master’s degrees in Accounting, Business Administration, Creative Music Technology, Data Science, Educational Technology, Educational Leadership, Nursing, Social Work and Special Education, as well as a post-master’s Doctor of Nursing Practice.

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