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Jul 17, 2014
Customer Experience
eCommerce
mCommerce
Mobile Channel
Omni-Channel
Online Engagement

6 Ways Mobile Consumers Are Unique

Are mobile consumers’ expectations any different from those of traditional online customers? Of course, mobile customers have the same expectations as desktop consumers, but we found that always having information at your fingertips gives the mobile customer a stronger sense of entitlement to having an experience that is above and beyond.  

So, what are the unique factors of customers who do business with you via mobile devices?
Jul 10, 2014
Customer Experience
eCommerce
mCommerce
Omni-Channel

Meet the Connected Consumer

How well do you know the average consumer?  How do they shop?  How do they connect?  This fun infographic illustrates where to engage with today's typical shopper.

Jul 2, 2014
Analytics
Customer Satisfaction
eCommerce
TouchCommerce

Consumer Sovereignty: the Foundation of Customer Analytics

As we celebrate Independence Day here in the U.S., we are reminded of how lucky we are to live in a land of free enterprise. And being a company who partners with businesses in developing their customer engagement solutions, TouchCommerce is very aware of the role that customer analytics plays in carrying out that American vision of free enterprise. 
Jun 30, 2014
Conversion
Customer Experience
Customer Service
Online Engagement

8 Pros of Proactive Chat

...Proactive chat is just what it sounds like – proactive. The chat session is initiated when it is triggered by a predefined set of visitor behavior metrics. The customer hasn’t sought help yet, but their behavior, monitored through analytics, shows that they could benefit from live help. So your contact center makes the first move by politely offering assistance.  

Both reactive and proactive have their advantages.  Today, let’s look at the proactive approach.
Jun 20, 2014
Analytics
Customer Experience
eCommerce
Omni-Channel
Online Engagement
Voice of the Customer

What Customers Expect in Online Engagement

(Keeping up with Your Customers, cont’d)

Last week, we began our look into the challenges our customers face in meeting their customers’ ever-changing needs. In order to give them an exceptional customer experience online, they must understand the areas of their customers’ expectations. The first area we explored was the customer’s channel of choice. They expect to be able to do business with you in a variety of ways, all with the same level of service.

Now, let’s look at ease of use, personalization, and customer analytics.
Jun 12, 2014
Customer Experience
Customer Service
eCommerce
mCommerce
Omni-Channel
Online Engagement

Keeping up with Your Customers

A couple of months ago CustomerThink.com posted a blog entry that caught our attention regarding the evolution of customer service. The overall idea was that customers are constantly changing and the methods through which they prefer to contact customer service have changed since the days of picking up the phone or writing a pen-and-paper letter. And if your business doesn't adapt to its changing customers and adopt the new ways they want to be served, you will be left behind. We couldn't agree more!   

We looked more deeply into this idea because it really hit home with the challenges our clients bring to us when customizing online engagement programs that meet their customers’ changing needs.
May 30, 2014

Customer Evolution Demands Business Evolution

When was the last time you looked at your customers?  Really looked? At TouchCommerce, we appreciate the unique growing process experienced by our customers. 
May 20, 2014
Analytics
eCommerce
Online Engagement
TouchCommerce

Partners, Not Customers

When customers - or rather - when PARTNERS become award winners… it thrills the TouchCommerce team to have been a part of the efforts that led to that award.  That's the nature of how we do business.  We partner with our clients in order to bring them optimal results in their customer engagement solutions.  That's what we did with T-Mobile.
May 15, 2014
Analytics
eCommerce
Omni-Channel

3 Ways to Tame the Big Data Beast

By Marina Kalika, Product Marketing Director, TouchCommerce

What is it that makes Big Data seem so enormous and scary? Data is nothing more than large virtual piles of information that continuously grow and expand. Depending on what kind of data you are collecting, Big Data holds a promise of great actionable insights that are pertinent to improving your business. However, in today’s digital world, the data expands at such a rate that it has the sense of being uncontrollable – chaotic. Extracting the right insights in a timely manner is crucial to using data effectively – good luck! It seems you need to be a Big Data wrangler to harness and make sense out of the beast.
May 9, 2014
Analytics
Customer Experience
Customer Service
eCommerce

Improving Your Online Retail Focus

We all get a little out of focus as we age, both as humans and as businesses.  Take a look at what it takes to see things clearly again.