Who We Are

Doug Pruden is a principal in Customer Experience Partners. From 2003-2007 he was General Manager and SVP with Ipsos Loyalty USA. Before the company was acquired for ten years he was Senior Vice President at Marketing Metrics, Inc. (A marketing research and consulting practice specializing in retention and customer satisfaction) working with clients like Mercedes-Benz USA, AARP, IBM, MasterCard, and many others. He has extensive experience in the direct marketing industry with major New York advertising agencies: (SVP and Management Supervisor with J. Walter Thompson Direct and a VP with BBDO Direct for). Pruden began his career in PR. He holds an undergraduate degree from Lafayette College and a Masters degree in Corporate Communications from Fairfield University.

Terry Vavra, Ph.D. is a principal in Customer Experience Partners. He was co-founder and President of Marketing Metrics, Inc. an internationally recognized supplier of customer satisfaction information. Prior to founding Marketing Metrics, Terry worked for the National Broadcasting Company and in the advertising field for Kenyon & Eckhardt as well as BBD&O and Levine, Huntley, Schmidt & Beaver. He served as Associate Professor of Marketing at the Lubin School of Business, Pace University for 15 years. Vavra is author of five books and numerous journal articles on the subjects of customer satisfaction, loyalty and retention. He holds undergraduate and Masters degrees from UCLA and Ph.D. in Marketing and Psychometrics from the University of Illinois.


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