TouchCommerce Customer Total Gym Fitness Wins Gartner & 1to1 Media Customer Experience Excellence Award for Innovation in Customer Acquisition

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Total Gym Fitness mobile engagement program results earned award win.

'Our key to success is the ongoing testing and experimentation we do with our long-time customer engagement partner TouchCommerce to continually maximize our customer acquisition results.' - Joe Crowley, VP marketing at Total Gym Fitness.

TouchCommerce, the innovative leader in omni-channel customer engagement solutions for market leading brands, today announced that its customer, Total Gym Fitness, has been recognized in the Gartner & 1to1 Media Customer Experience Excellence Awards for its online and mobile engagement initiatives, which the company developed together with TouchCommerce. Total Gym is being honored as the Bronze Winner in the Innovation in Customer Acquisition category. Winners were selected by a panel of judges, including Gartner analysts and 1to1 Media editorial staff. This is the 11th year of the Gartner & 1to1 Media Awards, a program that aims to establish a standard of excellence for customer-focused organizations and honor those companies that provide value to customers and shareholders by effectively bringing together strategy, technology, and execution to deliver ideal customer experiences.

“We are thrilled to have our customer Total Gym Fitness recognized for the mobile customer acquisition program that we developed together,” said Bernard Louvat, president and CEO of TouchCommerce. “The results have been outstanding, and this award from Gartner, the world's leading information technology research firm, and 1to1 Media, a key editorial resource in our industry, is an honor that celebrates the success of our partnership.”

The judging criteria in the Customer Acquisition category focused on new ways of engaging prospects and customers and how these initiatives led to increased value to the customer and higher sales for the organization. The entry was evaluated against the 8 Gartner CRM Building Blocks – Vision, Strategy, Valued Customer Experience, Organizational Collaboration, Processes, Information, Technology, and Metrics – as well as 1to1 Media’s approach to building profitable customer relationships based on understanding customer needs, behavior, and value. Nominees provided examples of measurable improvements in customer acquisition, customer conversion, upsell and cross-sell opportunities, and traffic that translated to the company’s financials and demonstrated the use of data, process, people, and technology.

Penny Gillespie, research director of digital commerce at Gartner added: '"These winners demonstrate the power of being customer centric organizations. While customers are the lifeblood of any organization, it has not always been intuitive to focus so heavily on them because the results were not always so obvious," she said. "These winners have changed that. Not only is focusing on the customer the right thing to do, it also enhances a company's financial performance.”'*

The award submission evaluated Total Gym's customer engagement program results, spearheaded by its recent successes with mobile engagement and conversion. Leveraging patented TouchCommerce technology and working closely with TouchCommerce analysts, Total Gym identified new ways to improve the customer experience through mobile live chat and personalized self-service solutions (such as TouchGuides) on the smartphone. Overall, each $1 spent on the combination of online and mobile initiatives with TouchCommerce has resulted in $9.44 of incremental revenue for Total Gym.

"We are proud to receive this recognition from the Gartner & 1to1 Media Customer Experience Excellence Awards," said Joe Crowley, vice president of marketing at Total Gym Fitness. "Our key to success is the ongoing testing and experimentation we do with our long-time customer engagement partner TouchCommerce to continually maximize our customer acquisition results."

To learn more about the Gartner & 1to1 Media Customer Experience Excellence Awards, please visit For more information about Total Gym Fitness, please visit

About TouchCommerce:
Founded in 1999, TouchCommerce delivers results for market-leading brands with innovative online engagement solutions that enhance customer experience, increase revenue and reduce support costs while using real time customer data analytics. For more information, please visit Connect with TouchCommerce on Twitter (@touchcommerce) and LinkedIn.

*Quote source: PRNewswire, Gartner and 1to1 Media Announce Winners of the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards, June 22,2015

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Natasha Grach
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