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Jun 30, 2015
Customer Experience
Customer Satisfaction
News

Evidence of Winning Customers

Customers win big when they partner with TouchCommerce. How do we know that? The proof is in the pudding. Not only do our customers see exceptional results in their customer conversions and satisfaction, but they receive awards for their innovative customer experiences that were developed through our partnership. And some of these customers go out of their way to proclaim their satisfaction and delight. How can you see the proof of our winning customers? By tasting the pudding.
Jun 23, 2015
Customer Experience
Customer Service
mCommerce
Mobile Channel
Omni-Channel
Online Engagement
Retail
TouchMedia
TouchStore

3 Ways to Encourage Smartphone Conversions

The increase in new smartphone users may be the cause of the decrease in the percentage of mobile conversions.

With this in mind, what measures can be taken to help new smartphone owners get on board to the mobile mindset? Education is the key. Come alongside these not-so-tech-savvy consumers and show them the ropes. Here’s how:
Jun 16, 2015
Customer Experience
Customer Service
Omni-Channel
Online Engagement

4 Signs Your Online Customer Engagement Is over the Hill

In light of the recent birthdays of a few significant members of the TouchCommerce team, aging comes to mind this week. Although growing old bestows respect and wisdom upon a person, it also comes with a few conditions that require maintenance and upkeep. And, of course, a brand’s aging customer engagement program may need some special attention as well. Here are just a few signs that you – or your brand’s online customer engagement – may be getting old.
Jun 9, 2015
Customer Experience
Omni-Channel
Online Engagement
Retail
TouchMedia

Shopping in a Fish Bowl

... or Marketing to Goldfish

The attention span of the average Canadian is now less than that of a goldfish.
..
Jun 2, 2015
Customer Experience
Financial Services Industry
Omni-Channel
Retail
TouchCommerce

6 Industries that Benefit from Omni-Channel Customer Engagement

Why are industries going omni-channel? Let’s look at 6 industries for whom omni-channel engagement makes a big difference in their own unique way.
May 26, 2015
Contact Center
Online Engagement
TouchCommerce

What Makes a Successful Contact Center?

At TouchCommerce, not only do we produce excellence in customer engagement solutions, we deliver excellence from our own contact center teams. We believe the technology and the human aspect of customer experience go hand-in-hand – without the human touch, an innovative customer experience means little. Therefore, we take measures to build quality customer agent teams made of people who understand people. We feel so strongly about this that we asked one of our operations supervisors to describe what makes her contact center team work so well.
May 19, 2015
Customer Experience
Omni-Channel
Online Engagement
Retail

How to Evolve as a Me-Tailer

Back in the beginning of 2014, we posted about becoming a "me-tailer" rather than a retailer. In other words, the shopping experience should be all about the customer, with the retailer knowing everything about the customer's likes, needs, and purchase journey history. The customer wants the brand to remember them by notifying them of special offers or sales. They want to be recognized regardless of the device, place, or time of day they choose to engage. That was "me-tailing" in 2014.

"Me-tailing" in 2015 has evolved a bit.
May 14, 2015
mCommerce
Mobile Channel
Omni-Channel
TouchCommerce

How to Begin Transforming Your Brand’s Mobile Customer Experience

Do you need some direction as to how to get started with a mobile customer experience for your brand? The Retail Marketing Virtual Conference & Expo, on May 12, gave some helpful advice on how to go about this. Here’s an excerpt from an event session, with words of experience from Joe Crowley of TotalGym. (The Great Mobile Debate: Mobile vs. Apps vs. Responsive Design)
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.