THE FUSION OF THE REAL AND THE DIGITAL
THE CLIENT RELATIONSHIP BY HUBLOT
FROM NEW YORK’S FIFTH AVENUE BOUTIQUE TO YOUR HOME
PERSONALIZED CUSTOMER SERVICE IS ALWAYS WITHIN EASY REACH
“Because we move with the times and anticipate our customers’ needs, because we know that the purchase of a product as emotional as a watch is driven by various stimuli, because we consider our customers to be friends and because the acquisition of a Hublot watch is like a journey with different stopovers, we have created a virtual boutique, which enables our customers to remotely contact our sales advisors, who can respond to their needs and to their questions in real time and offer a bespoke service. Our availability and our willingness to be there for our customers is a way of showing them that we care about them as individuals. The relationship of trust that we have developed with them can now start, in a virtual manner, and continue in a real manner, without any constraint on time or place. It is the Hublot experience, the very experience that builds relationships!”
Ricardo Guadalupe, CEO Hublot
Moving with the times means living in the here and now!
Hublot is aware that the key asset of an excellent customer relationship is based on trust, availability, and flexibility, and has thus innovatively imagined a “virtual” digital boutique that perfectly complements the role and presence of its physical boutiques around the world. By remotely offering its customers 3D-facilitated access to its products, knowledge, and knowhow, Hublot is successfully creating a new bespoke customer service, and preserving the essential denominator of any relationship, that is to say the human connection. A new customer experience that is beginning in the United States before being rolled out across the entire world.
THE SALES CEREMONY ACCORDING TO HUBLOT
Aware that the major asset of an excellent customer relationship is based on trust, availability and flexibility, Hublot has innovatively imagined an online digital store that perfectly complements the role and presence of its Boutiques through the world.
From an advanced technological solution developed by the brand, Hublot’s sales advisors can, in real-time, via an interactive terminal, offer customers a service that is identical to that existing in the physical boutiques. A digital universe offering a virtual experience, one that is not alternative but complementary to that in its points of sale. An original way of responding to a modern world that needs to be able to obtain information and answers in real time.
If the client doesn’t necessarily have a Hublot boutique nearby, or doesn’t have the time to visit the store for an introduction, there is no problem! Hublot offers you the same experience remotely as if one were pushing open the door of a boutique, thanks to its Hublot Digital Boutique.
A service that allows Hublot to get closer to its customers at distance, accompanying them to discover the Hublot world and watches collection. A first digital experience to answer the needs of always more connected customers. A step that lists Hublot among luxury brands on the road to an e-commerce platform.
In practical terms, it all begins with the Hublot website, on which every customer can ask to be connected with the Hublot Digital Boutique. The client chooses the closest boutique. At this point, the client is either connected in real time with a manager at the chosen Boutique or schedules an appointment for a later date. Via FaceTime or Skype, the client makes contact with one of the sales advisors in the boutique in the closest town and then begins to enjoy the Hublot experience. From the office, the lounge, the sunbed or even aboard a plane, the client can discover in real time, directly on his or her screen, the desired product presented live. It is a real interaction that removes constraints of time or place thanks to virtual technologies. Next, the customer is invited to visit the point of sale, in the real world this time, to continue the Hublot experience. This enables the client to take all the time necessary deciding to buy the desired watch, the sales advisor will send all the bespoke information concerning their customer’s watch in a virtual form, enabling him or her to decide on the purchase of their watch in good time. As soon as the customer has confirmed with a simple click that they wish to acquire the watch, they will receive a call from the boutique to finalize the purchase. This truly enhances the unique and human connection that binds every customer and Hublot.
Hublot is making the virtual world a complementary and essential ally for its boutique-based customer experience. The art of moving with the times and living in the here and now!