There is a critical connection between brand communications and the experiences that customers have with a brand during the virtual and physical browsing, shopping, buying and service experiences. Communications and commerce are inextricably linked, and now more than ever, a customer’s experience with a brand defines the brand.
Creating that continuity and making those connections is our passion, and we are thrilled to have Forrester recognize us as a leader in this space.
Target has always been focused on delighting its guests, and the new Target.com is no exception. In fact, their decision to fully own and operate their own eCommerce business was one of the most ambitious initiatives in the history of retail. As part of that process, SapientNitro implemented dozens of software platforms and integrated them with dozens of legacy systems as well. In addition, we led the engagement across strategy, creative, technology and program management. The resulting solution provides Target with a commerce platform that allows them to control and develop their online guest experience.
SapientNitro and Lufthansa have worked together to provide an increasingly extensive mobile customer experience. The new Lufthansa iPad application sets the standard for mobile flight booking. Users can explore an interactive world route map and bring up complete information on destinations, departures and arrivals. They also have available to them the full range of booking options, including the creation of mobile boarding passes. The application can even send a rail ticket to customers whose flights have been cancelled.
SapientNitro concepted and designed an omni-channel customer experience that included a new commerce website for New Balance as well as a pilot program for a multi-purpose in-store tablet experience to deliver a better in-store experience for sales associates and customers alike. This uniquely branded tool can be used by store associates to support advanced in-store clienteling and “extended aisle” capabilities for “out of stock” items as well as a rich media product information device for customers to get more information about the New Balance products they are interested in.
"The success or failure of a commerce technology program has big stakes attached to it. Getting a program right or wrong will mean the difference not just in the eBusiness organization meeting its goals, but also of the company adapting and hitting revenue and profit objectives over many years."*
Ensuring a consistent, on-brand experience across the multitude of channels available to consumers is essential, but hard to execute. It requires a unique blend of creative, design, strategy, consumer insights and technology expertise that is hard to find in a single partner. At SapientNitro, we are fortunate to have built a company that is able to tackle this increasingly complex problem for our customers in an integrated and elegant way.
"SapientNitro’s customers described the firm as having a strong and visionary understanding of the future of multi-channel commerce space, with the ability to help them execute."*
"SapientNitro differentiates through a comprehensive set of services including strategy, customer experience design, technology strategy, technical implementation, and ongoing managed support services."*
- Customer Experience Ideation and Implementation
- Multi-channel B2B/B2C Commerce Strategy
- Multi-channel B2B/B2C Commerce Implementation
- Marketplace Solutions
- Commerce Managed Services
- Order Management Solutions
- Product Information Management Solutions
- Call Center Solutions
- Mobile Commerce
- Consumer Goods
- Electronics and High Tech
- Travel and Hospitality
- Financial Services
- Sports and Entertainment
* The Forrester WaveTM: Global Commerce Service Providers, Q1 2012, Forrester Research, Inc.
SapientNitroSM, part of Sapient®, is an integrated marketing and technology services firm. We create and engineer highly relevant experiences that accelerate business growth and fuel brand advocacy for our clients. By combining multi-channel marketing, multi-channel commerce, and the technology that binds them, we influence customer behavior across the spectrum of content, communication and commerce channels, resulting in deeper, more meaningful relationships between customers and brands. SapientNitro services global leaders such as Chrysler, Citi, The Coca-Cola Company, Singapore Airlines, Target, and Vodafone through our operations in North America, Europe, and Asia-Pacific. For more information, visit www.sapientnitro.com or follow us on Twitter @SapientNitro