Customer Experience Tag

December 10, 2025

in Uncategorized

by Patricia Uhrich

How to Lose Customers: A (Not-So-Fictional) Guide

If You Want to Lose Customers, Here’s the Playbook — Especially Right Now As 2025 winds down, customer patience is at an all-time low and choice is at an all-time high. Whether you’re a bank, health insurer, pharmaceutical brand, or retailer, one reality is constant: If you don’t meet people where they are, when they need you, with personalized value — you lose them. So, in the spirit of year-end honesty, here are the quickest ways organizations lose customers… and the marketing triage required to stop it. 1. Banks: Ignore Life Events and Financial Anxiety Fastest way to lose customers: Treat everyone like a generic “account holder.” Miss signals like refinance windows, moves, or financial stress. Rely on generic statements instead of proactive outreach. Triage Fixes: Triggered journeys tied to life events and behavior. Segmentation that blends demographic, psychographic, and intent signals. Cohesive DM → email → SMS flows. 2. Health Plans: Make Members Work for Answers Fastest...

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June 26, 2018

in CX

What Brand delivers the best Customer Experience?

THE ONE BRAND CONSUMERS RECALL FOR HAVING PROVIDED A GREAT CUSTOMER EXPERIENCE? Companies that offer a great customer experience (CX) are remembered for many years and rewarded with repeat business. Brands that fail to deliver great experiences are also remembered for years, but they are walking away from repeat sales. Why does this matter and why should brands care? Phoenix MI and its strategic marketing communications partner Direct Choice, Inc. recently uncovered powerful evidence that consumer memory of highly positive (and negative) brand interactions does not fade over time. Consumers looking to repeat a purchase will quickly recall positive experiences creating a short-list of where to go. For brands lucky enough to be on that list, they will be paid back again and again for their customer experience optimization. WHICH BRAND HAS CREATED THE BEST CUSTOMER EXPERIENCE? According to our co-sponsored survey, all four generational segments mentioned Amazon most often as their go-to brand for a great overall purchase...

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Direct Choice Inc

directchoiceinc

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It's about a unique coming together of brand, direct & digital marketing and intelligent data management and analytics in real time.

directchoiceinc

Dec 20

Direct Choice wishes everyone the happiest of holidays!
In the spirit of the season, we are supporting The Food Bank of Central & Eastern North Carolina, who are continuing to give aid to those affected by Hurricane Helene.
https://foodbankcenc.org/

#happyholidays #HurricaneHelene #FoodBanks

Direct Choice wishes everyone the happiest of holidays!
In the spirit of the season, we are supporting The Food Bank of Central & Eastern North Carolina, who are continuing to give aid to those affected by Hurricane Helene.
https://foodbankcenc.org/

#happyholidays #HurricaneHelene #FoodBanks ...

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directchoiceinc

Dec 16

The DCI Team enjoyed a festive holiday luncheon and white elephant gift exchange last week at Trattoria San Nicola. So nice to see everyone IN PERSON! Happy Holidays 🎄!

The DCI Team enjoyed a festive holiday luncheon and white elephant gift exchange last week at Trattoria San Nicola. So nice to see everyone IN PERSON! Happy Holidays 🎄! ...

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directchoiceinc

Jun 26

🎉 We are thrilled to announce that Direct Choice, Inc., in partnership with @centercityfilmvideo , won two Telly Awards! 🎥✨
🥈 Silver Telly in the Insurance category for Jefferson Health Plans' "Reshape Your Medicare" campaign
🥉 Bronze Telly in the Insurance category for Blue Cross NC's "Yes Plan 2" campaign
A huge thank you to our incredible team and partners for their dedication and creativity. We couldn't have done it without you! Here's to many more successful campaigns ahead. 🥂
#TellyAwards #DirectChoice #CenterCityFilmAndVideo #BlueCrossNC #JeffersonHealthPlans #AwardWinningCampaign

🎉 We are thrilled to announce that Direct Choice, Inc., in partnership with @centercityfilmvideo , won two Telly Awards! 🎥✨
🥈 Silver Telly in the Insurance category for Jefferson Health Plans` "Reshape Your Medicare" campaign
🥉 Bronze Telly in the Insurance category for Blue Cross NC`s "Yes Plan 2" campaign
A huge thank you to our incredible team and partners for their dedication and creativity. We couldn`t have done it without you! Here`s to many more successful campaigns ahead. 🥂
#TellyAwards #DirectChoice #CenterCityFilmAndVideo #BlueCrossNC #JeffersonHealthPlans #AwardWinningCampaign ...

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directchoiceinc

Apr 16

Had a little sprinkle last week for our Production Director, Tom Mellon! He and his wife Marghi are expecting an addition to the family in May. Delicious lunch @whitedogwayne ! Best Wishes Tom and Marghi!!

Had a little sprinkle last week for our Production Director, Tom Mellon! He and his wife Marghi are expecting an addition to the family in May. Delicious lunch @whitedogwayne ! Best Wishes Tom and Marghi!! ...

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directchoiceinc

Feb 29

Direct Choice was honored to present this check to Alex Archawski from the Greater Philadelphia Veterans Network (GPVN). GPVN’s mission is making Greater Philadelphia the Best Place For Veterans. #phillyvets #gpvn #communitymatters #givingback

Direct Choice was honored to present this check to Alex Archawski from the Greater Philadelphia Veterans Network (GPVN). GPVN’s mission is making Greater Philadelphia the Best Place For Veterans. #phillyvets #gpvn #communitymatters #givingback ...

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directchoiceinc

Dec 20

To celebrate the sentiments of peace, love and understanding, this year we are contributing to the Greater Philadelphia Veterans Network, who work to make our city the best place for Veterans. Happy Holidays from Direct Choice Inc!
#Phillyvets #GPVN #HappyHolidays

To celebrate the sentiments of peace, love and understanding, this year we are contributing to the Greater Philadelphia Veterans Network, who work to make our city the best place for Veterans. Happy Holidays from Direct Choice Inc!
#Phillyvets #GPVN #HappyHolidays ...

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directchoiceinc

Dec 18

A fun time and great food at our annual holiday luncheon and gift exchange held @autographwayne! Many alcohol-related gifts beginning with the letter “I”! Thanks Nick! (We missed you Beth!) #happyholidays #whiteelephant #funholidaytimes

A fun time and great food at our annual holiday luncheon and gift exchange held @autographwayne! Many alcohol-related gifts beginning with the letter “I”! Thanks Nick! (We missed you Beth!) #happyholidays #whiteelephant #funholidaytimes ...

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directchoiceinc

Nov 2

Open Enrollment is here! We had so much fun with our partners from @centercityfilmvideo filming 🎥 an ACA Open Enrollment commercial for @BlueCrossNC 💙🧳promoting their “Yes” Plan that has it all. Did we have fun? That’s a BIG YES! 📈When it comes to lead generation marketing in healthcare, our successful campaigns speak for themselves. #aca #openenrollment #healthcare #bcncyesplan

Open Enrollment is here! We had so much fun with our partners from @centercityfilmvideo filming 🎥 an ACA Open Enrollment commercial for @BlueCrossNC 💙🧳promoting their “Yes” Plan that has it all. Did we have fun? That’s a BIG YES! 📈When it comes to lead generation marketing in healthcare, our successful campaigns speak for themselves. #aca #openenrollment #healthcare #bcncyesplan ...

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directchoiceinc

Aug 2

Had a fun and informative time at the @BCAPhilly Hospitality Breakfast last Friday. Speaker @TarynSouthern gave a thought-provoking presentation focused on how AI is changing our world. #ai #aimarketing #bcaphilly

Had a fun and informative time at the @BCAPhilly Hospitality Breakfast last Friday. Speaker @TarynSouthern gave a thought-provoking presentation focused on how AI is changing our world. #ai #aimarketing #bcaphilly ...

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directchoiceinc

May 19

Proud to report that Direct Choice picked up 2 Benny Awards last night in the digital/social media marketing categories - Congrats to All!! #pdma #bennyawards #socialmediamarketing #digitalmarketing

Proud to report that Direct Choice picked up 2 Benny Awards last night in the digital/social media marketing categories - Congrats to All!! #pdma #bennyawards #socialmediamarketing #digitalmarketing ...

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directchoiceinc

Dec 20

This holiday season, we’re continuing to support @philabundance to help them end hunger in our local communities. Happy Holidays from Direct Choice Inc! #philabundance #happyholidays

This holiday season, we’re continuing to support @philabundance to help them end hunger in our local communities. Happy Holidays from Direct Choice Inc! #philabundance #happyholidays ...

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directchoiceinc

Dec 12

Lot’s of fun was had by all at DCI’s annual holiday party held at #333belrosebarandgrill Great food and our traditional white elephant, but with a little change up at the end to keep things interesting 😊. Thanks Nick!

Lot’s of fun was had by all at DCI’s annual holiday party held at #333belrosebarandgrill Great food and our traditional white elephant, but with a little change up at the end to keep things interesting 😊. Thanks Nick! ...

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