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Nov 11, 2014
Customer Experience
eCommerce
Omni-Channel
Online Engagement
TouchStore

Brick-and-Mortar and Online Retail No Longer Enemies

No more will you see headlines such as “Brick-and-Mortar vs Ecommerce” or “Online Retailing Threatens Physical Stores”. Those days are in the past now that omni-channel mentality has become prominent in the retail world. Omni-channel brings all channels together as one seamless shopping experience; brick-and-mortar and online now work together for those businesses who embrace it.
Nov 6, 2014
Omni-Channel
Online Engagement
TouchCommerce

Guaranteed Results of Innovative Customer Engagement

When a company looks for an online engagement solutions provider, they are sure to learn all about the services and products of the vendors they seek out. That’s an easy presentation to make. Here at TouchCommerce, our innovative, customized solutions and one-of-a-kind partnership philosophy shine so brightly, that our history of guaranteed results can sometimes get overlooked. So, for your convenience, we’ve listed a few below. 
Nov 4, 2014
Financial Services Industry
Online Engagement
TouchCommerce

Financial Services Engaging with Their Customers

What kind of customer engagement do companies in the financial services industry need? Companies in this category come to TouchCommerce with a unique set of challenges. Their customers entrust them with their funds or personal life functions such as insurance or investments; this demands a high level of trust and personalized service. Yet, in providing an outstanding customer experience, companies in the financial services industry want to be as cost-efficient as possible.
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.