PHILADELPHIA, Pa. and BOSTON, Mass. – October 2, 2017 –Direct Choice Inc., a full-service marketing, and advertising agency, today announced it has formed a partnership with Phoenix Marketing International, a global research firm, to offer end-to-end customer experience (CX) services. The partnership will help companies expand and improve the actionability of their CX data assets to drive highly personalized multi-channel communications.
Unlike many software-based CX solutions currently available, Direct Choice and Phoenix Marketing consult with businesses to better understand the goals, objectives, and challenges of their CX efforts, then assess and improve the quality of existing CX operations and data. From that strengthened CX data, highly personalized communications are delivered, tested and optimized to enhance customer experiences across all touchpoints.
“There’s a prevailing misconception in the CX world that more data is the answer; however, too few companies are fully leveraging the CX data they already have, not to mention transforming this data into actionable and personalized customer communications,” said Mark Willard, executive vice president and client advisor for Phoenix Marketing International. “Our approach instead focuses on helping companies’ CX programs work harder and smarter to improve ROI and contribute directly to strengthening their brand loyalty.”
According to a PwC report, a staggering 96 percent of businesses do not believe they are getting the full value out of their customer experience data – largely because they do not have the resources to translate this data into actionable strategies. Another report, The Evolved CMO in 2016, cites that nearly 50 percent of chief marketing officers struggle to adapt to customer needs because of poor-quality customer data. This is especially problematic as consumers expect all their interactions with a brand to be highly personalized.
“For both Direct Choice and Phoenix Marketing, arguably the most critical objective our clients have communicated is that they must lead their respective industries in customer experience excellence,” said Scott Morrison, president of customer and patient experience (CX/PX) for Direct Choice. “This partnership delivers a holistic turnkey methodology that will help brands better recover from negative experiences and build more positive experiences into brand advocacy.”
Phoenix Marketing and Direct Choice have been providing customer research and personalized communications solutions for over 20 years to a broad range of clients across many industries including automotive, pharmaceutical, banking, brokerage, insurance, healthcare, retail, e-commerce, technology, media, and travel & leisure. To learn more, contact Scott Morrison at smorrison@directchoiceinc.com or 804-380-1994.
About Direct Choice, Inc.
Founded in 1995, Direct Choice is an award-winning full-service marketing and advertising agency that provides strategic and creative communications across all digital, direct and traditional customer engagement channels to optimize ROI of all customer acquisition, growth and retention investments. Direct Choice also offers CX strategic consulting, data and program assessments and CX data-driven communications across all channels. For more information, please visit www.directchoiceinc.com.
About Phoenix Marketing International
Phoenix Marketing International is a premier global marketing services firm providing its clients tailored and unique insights with expertise in optimizing product innovation, customer experience, and advertising communications via robust research tools, a wealth of proprietary data, advanced analytics and statistical modeling techniques. Phoenix Marketing also has extensive expertise in Customer Satisfaction and Voice of the Customer research, which are critical for clients focused on strengthening their customer experience performance. Founded in 1999, Phoenix Marketing International has established its global presence with offices in major locations including; New York, New Jersey, Massachusetts, Pennsylvania, North Carolina, California, Michigan, Florida, and London. For more information visit www.phoenixmi.com.
