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May 5, 2015
Customer Experience
Omni-Channel
Online Engagement

Back to the Basics: The Essence of Customer Engagement

Most modern enterprises would agree that a cutting-edge, highly sophisticated omni-channel customer experience is the competitive differentiator for which they should strive. But strip away all the trendy terms, and they’re looking at the foundation of it all – customer interaction. And the quality of that interaction affects their bottom line.

Apr 28, 2015
Customer Experience
Financial Services Industry
Mobile Channel
Omni-Channel

Mobile Banking Is a Habit that Grows on Users, Ipsos Study Shows

Banks, insurance companies and other financial service providers are committing to omni-channel marketing and service delivery in a big way. But the truly revolutionary elements of omni-channel marketing for banks are likely to be on the mobile platform. This particular revolution may be different from other consumer-focused technological innovations – there is evidence that mobile banking is not just another fad.

Apr 21, 2015
Financial Services Industry
Omni-Channel
Online Engagement
TouchCommerce

Financial Services Must Adapt and Adopt to Compete in the Omni-Channel World

Part 2 of Mobile Financial Service Marketing Leads the Drive to Omni-Channel Adoption in Banking

Last week, we saw how businesses in the Financial Services industry are faced with the challenge of leading the way in serving their growing omni-channel customer base. They are evolving their business models as the roles of the local branches are changing.

This week, we continue the story of this digital transformation in the Financial Services world.

Apr 14, 2015
Customer Experience
Financial Services Industry
Omni-Channel
TouchCommerce

Mobile Financial Service Marketing Leads the Drive to Omni-Channel Adoption in Banking

The proportion of mobile phone users in the US who use mobile banking services increased by 18% in 2014, according to the Federal Reserve’s 2015 Consumers and Mobile Financial Services Report. Why are Americans jumping on the mobile banking bandwagon at such a robust rate? The short answer may be: Because they can.

Apr 7, 2015
Customer Experience
Omni-Channel
Online Engagement

Jumping the Hurdles in the Omni-Channel Race

What are the reasons for losing the race for an exceptional customer experience? There are various obstacles on the omni-channel race track, depending on the business. Let's look at three of them.

Mar 31, 2015
mCommerce
Mobile Channel
Omni-Channel
Online Engagement
Retail

4 Reasons to Engage with Customers on Tablets

To enterprises whose priority is to find the best way to reach their customers, mobile engagement is no secret. After all, that's where they'll find most of their customers - browsing on their smartphones, buying on their tablet. However, often tablet engagement gets overlooked since 80% of Americans now own a smartphone. (GlobalWebIndex) Yet, tablet owners should not be ignored.

Alden Chadwick, 2007
Mar 24, 2015
Customer Experience
Mobile Channel
Omni-Channel
Retail
TouchStore

How to Keep a Customer from Chasing Squirrels

When envisioning a retail customer in 2015, the image of Dug, the dog from the movie Up, comes to mind. You know, the ever-so-loyal companion who is fascinated with everything you do, but the second there's a movement in his peripheral vision, he whips his attention to an anticipated squirrel, with the enthusiastic exclamation, "Squirrel!"  
Mar 17, 2015
mCommerce
Mobile Channel
Omni-Channel
Online Engagement

Opportunity Knocks for Retailers as Mobile Technology Invades Everyday Lives

You may have heard this story back in July 2014: a New York City restaurant discovered that smartphones were the reason for their slowdown in service over the last ten years. If you don’t know the story, here’s the gist of it from DineAbility.com, retelling the original post from Craigslist.

Mar 10, 2015
Customer Experience
eCommerce
mCommerce
Omni-Channel
Online Engagement
Retail

Brick vs Click: Is There Really a Battle?

All across retail industry news, there are conflicting reports of which is the better performing shopping channel – online or in-store? Some sources say brick-and-mortar is still strong; others say ecommerce is overtaking traditional shopping. We took a look at these differing perspectives, and regardless of the opinion, we found two common thoughts: integration of online retail with in-store is imperative, and the mobile channel is at the top of the conversion funnel.

Mar 3, 2015
Customer Experience
Omni-Channel
Online Engagement

4 Engagement Styles of Online Customers, Part 2

Customers engage with you according to how they naturally experience the world around them. Last week we saw how some customers experience your brand through illustrated visuals and others make a better connection through hearing your content. These were the first two VARK modalities of learning: Visual and Aural.

This week, we look at the next two modalities and discover how omni-channel engagement meets all of these engagement styles.