FOR IMMEDIATE RELEASE – September 26, 2003

CONTACTS:       Nancy Bunn, Burke, Inc., 513/684-7509




AMA’s EXPLOR award recognizes exemplary performance and leadership in online research


Los Angeles, -- Air Products of Allentown, PA was awarded first place in the 2003 EXPLOR award competition at the American Marketing Association’s 24th Annual Marketing Research Conference.


Air Products uses a sophisticated process to capture customer feedback; this information is then distributed via an online reporting system.  The Customer Engagement Process helps the organization to capture and understand the “voice of the customer” and use those learnings to enhance their business success.  Accepting the award for Air Products, Bob Ricci, Process Owner, Global Customer Engagement, talked about how Air Products worked with Burke, Inc. to develop a Web based interviewing and reporting system for customer feedback.  “This system allows unrestricted company-wide access to the voice of our customers, said Ricci.  “It is a key element of our cultural change to be a customer centric organization.”  Air Products is using this process with all of its business divisions touching customers in more than 20 countries.


The EXPLOR awards are designed to salute exemplary performance and leadership in online research and are administered by the University of Wisconsin’s A.C. Nielsen Center for Marketing Research and the American Marketing Association.  The award was first presented in 1999.  This year 14 companies submitted case histories.  The judging is based on:

·        organizational relevance,

·        technical execution in the use of the Internet,

·        creativity and

·        innovation and contribution to the field of marketing research and online research.

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Editor’s Note: Founded in 1931, and headquartered in Cincinnati, Burke, Inc. operates in 50+ countries, with international work coordinated from Cincinnati, Munich, and London.  U.S. work is managed from offices in 18 major markets.  Burke combines competencies across practice areas to offer a broad range of decision support services for marketing, operations, quality and human resources.  Burke acquires, integrates, analyzes, and applies knowledge across the entire business enterprise. Services include custom marketing research, customer engagement and relationship programs, employee engagement and retention programs, strategic and organizational consulting, linkage and integration services, online research and reporting, qualitative research, international research and training programs in marketing research.



Air Products (NYSE:APD) serves customers in technology, energy, healthcare and industrial markets worldwide with a unique portfolio of products, services and solutions, providing atmospheric gases, process and specialty gases, performance materials and chemical intermediates.  The company is a leading global supplier of electronic materials, hydrogen, helium and select performance chemicals.  Founded in 1940, Air Products is recognized for its innovative culture, operational excellence and commitment to safety and the environment.  With annual revenues of $5.4 billion and operations in over 30 countries, the company’s 17,200 employees build lasting relationships with their customers and communities based on understanding, integrity and passion.  For more information, visit 


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