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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.

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!"