FOR IMMEDIATE RELEASE

CONTACTS: Julie Harrison, Dan Pinger Public Relations, 513/564-0700

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

Burke Customer Satisfaction Associates

Hires New Vice President

Indianapolis, IN (April 23, 2001) – Burke Customer Satisfaction Associates (CSA) has hired Bill Barnes as vice president and senior consultant.

Barnes joins Burke CSA – a division of Cincinnati-based Burke, Inc., an international leader in custom marketing research and business consulting – with more than 26 years of experience with Eastman Chemical where he previously was global director of customer focus strategy.

For Burke, Barnes will work closely with clients on the implementation and execution of customer-focused business strategies.

During his career with Eastman, Barnes worked in sales, marketing and business management. While serving as director of customer focus strategy, Barnes was elected chair of Competitive Advantage Through Customer Satisfaction Excellence (CATCSE), a customer satisfaction benchmark consortium. Barnes also participated in the 1993 Eastman effort that won the Malcolm Baldrige National Quality Award and was responsible for implementing several improvements based on the Baldrige feedback report.

“Bill’s fresh approach to the deployment of customer satisfaction programs fosters innovative ideas for making these programs even more valuable to our clients,” said Rod Cober, executive vice president at Burke. “His broad experience and client-side perspective

will serve him and his clients well in his new consulting role.”

An accomplished public speaker, Barnes is known for his customer-focused business strategies

presentations with such professional organizations as the American Marketing Association (AMA), American Society for Quality (ASQ), International Productivity and Quality Conference (IPQC) and various trade associations.

“I firmly believe we must use multiple voices of the customer to really understand what motivates their loyalty to a particular brand or company,” said Barnes. Burke provides me a great opportunity to share with its clients what I have learned about customer loyalty and leveraging that into better business results. “

Based in Indianapolis, Barnes’ responsibilities will include working with current Burke clients and building new business on a national and international scale.

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Editor’s Note: Founded in 1931 and based in Cincinnati, Burke, Inc. is an international leader in custom marketing research and business consulting, offering services that link an organization’s key stakeholders – customers, employees, shareholders – to its financial performance. The firm has offices and affiliates in 40 countries, offering business solutions through Burke Customer Satisfaction Associates, Burke Marketing Research, Burke Strategic Consulting Group, Burke Interactive, Qualitative Services, and The Training & Development Center.