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Oct 27, 2014
Customer Experience
Customer Service
Online Engagement

What to Look for in a Customer Experience Representative

Yes, you read correctly. Customer Experience Representative – not just Service. In today’s omni-channel world, your company’s customer assistants need to represent your brand’s overall experience. For that reason, look for and train agents who can exhibit the qualities you want your customers to see when doing business with your company. We’ve provided a list of these attributes below. Decide which ones best fit the feel of your company, then staff your customer experience centers with the agents who have them. 
Oct 16, 2014
Customer Experience
Customer Service
eCommerce
Omni-Channel

Omni-Channel Service without Multi-Channel Excellence?

Your customer care is only as strong as its weakest channel.

Multi-Channel Becomes Omni-Channel

Not long ago, the industry buzz in the ecommerce world was the concept of "multi-channel" shopping. Retailers had to adjust to the fact that their customers were shopping in more than one way. They weren't just making purchases online. Nor were they only buying products in-store. Consumers were coming at the retailer from several different touch points; as a result, customer experience became fragmented and confusing. As time progressed, and consumers' love for all things digital grew, the "multi-channel" concept morphed into "omni-channel" - or "all channels". Yes, customers today are still using multiple channels, but no longer are the channels engaging with the customer independently of each other. The silos have been torn down and all channels need to work together as one in giving the customer a seamless shopping experience. 
Oct 9, 2014
Customer Experience
Customer Service
eCommerce

Why Self-Serve for Online Holiday Shopping?

Even though personal customer service is the ultimate in online customer experience, let's remember the nature of shopping for holiday gifts online: you're doing it alone. When people sit down with their laptop or tablet, they are probably the only one looking at it. It's a solo affair unless they have someone looking over their shoulder. But even so, only one person is in control of the journey. 
Oct 2, 2014
Analytics
Online Engagement
Voice of the Customer

Top 10 Online Customer Engagement Moments

Every company has times and places where their customers need to reach them online. Here is a list of 10 online customer engagement moments.  See if any of them look important to your customers.
Sep 26, 2014
Customer Experience
Customer Service
eCommerce
Online Engagement

Live Chat Engagement Can Turn Browsers into Customers

Whether on their desktop, tablet, or smartphone, online customers are going to seek out assistance from a real human being when making a purchase. Even the savvy self-servers may need a little help if they’re not finding the product information they need on the site. 

So, ask yourself the following questions to see if you have the right kind of assistance for customers on your retail site:
Sep 18, 2014
Customer Experience
mCommerce
Mobile Channel
Omni-Channel
TouchStore

The Case for Mobile Engagement

Sometimes, the numbers say it all. Take a look at these remarkable stats about mobile commerce since 2013.
Sep 11, 2014
Customer Experience
eCommerce
mCommerce
Mobile Channel
Omni-Channel
Online Engagement

A Delightful Dilemma for 2014 Retailers

Can delight and dilemma exist in the same thought? Retailers in 2014 have found themselves in a predicament that doesn't necessarily have to bring misery. Their dilemma can be a delight.
Sep 4, 2014
Customer Experience
mCommerce
Mobile Channel
Omni-Channel
Online Engagement

The Shift from Online Consumer to Mobile Consumer

One year ago this month, we posted a blog entry about the immediacy mindset of the online consumer. At the time, the concept of anticipation was foreign to modern consumers who had grown used to getting what they want almost instantly. That article is still relevant today, one year later, but the mindset of the online consumer has shifted over to a "mobile mindset" which has grown exponentially with ever-improving mobile technologies for customer engagement.
Sep 3, 2014
Customer Experience
mCommerce
Mobile Channel
Omni-Channel

How to Grow Your Smartphone Conversions

According to Market Live's Performance Index Q2 2014 Report, share of revenue from smartphone shoppers is growing 335% faster in 2014 and is expected to steadily rise through the holiday shopping season. One reason being that smartphone traffic makes up 24% of online traffic. Yet, revenue from tablet users is almost twice that of smartphones. While mobile phones are the preferred device for browsing due to mobility and easy access, tablets seem to be easier to use when closing the deal.  
Aug 21, 2014
Customer Experience
Customer Service
Mobile Channel
Omni-Channel
Online Engagement
TouchStore

Is Your Brick-and-Mortar Store Ready for the Holiday Rush?

(Today’s Mobile Shopper Might Not Think So.)

For many of us, the first day of school marks the beginning of the downward roll towards - you got it - the holidays! Suddenly our minds begin to shift towards fall festivities, family gatherings, and that gift-giving holiday-palooza in December. Gift shopping starts out at a moderate pace, but before you know it, Black Friday is here, and this annual activity becomes an all-out frenzy of getting the right gift at the right price - and hopefully without pulling your hair out!