A digital boutique for a new experience!
MERGING THE REAL AND THE DIGITAL CUSTOMER RELATIONS ACCORDING TO HUBLOT from 5th avenue in new york to your living room CUSTOMER SERVICE AT YOUR FINGERTIPS
“Because we live with the times and anticipate our customers’ needs, because we know that buying a product as emotional as a watch is built under the impulse of different stimuli, because we consider our customers as friends and the acquisition of a Hublot watch resembles a journey composed of different stops, we have created a virtual boutique, which allows our customers to have access to our remote sales staff, answering their needs and questions in a customized mode and in real time. Our availability, our willingness to be there for our customers, is a way of showing them that we care about them as individuals. Today, the relationship of trust that unites us can begin virtually and continue in real time, regardless of time or place. This is the Hublot experience, the very experience that creates bonds!”
Ricardo Guadalupe, CEO Hublot
Living with the times means living in the moment!
To be even closer and more available to its customers, Hublot is reinventing the customer experience by merging its actual boutiques with a digital boutique. It offers remote customers easy 3D access to its products, and has succeeded in creating a local, made-to-measure customer service, while retaining the essential denominator of any relationship, human contact, with the act of purchasing and handing over the watch in situ. This new customer experience is starting in the United States, before being rolled out worldwide. A step that marks Hublot’s interest in e-commerce.
THE HUBLOT SALES CEREMONY
Aware that the key to excellent customer relations is based on trust, availability and flexibility, Hublot has come up with an innovative online digital boutique that perfectly complements the role and presence of its actual boutiques around the world.
Thanks to an advanced technological solution developed by the brand, Hublot sales staff can, in real time, use a screen to offer customers a service identical to that available in the boutique. A digital universe offering a virtual experience that is not an alternative but complementary to that of its points of sale. An original way of responding to a world that lives in the moment and needs to be able to obtain information and answers in real time.
If you don’t necessarily have a Hublot boutique near you or don’t have the time to go there to get your initial information, no problem! Hublot’s Boutique Digitale Hublot offers you the same remote experience as if you were pushing open the door of a boutique.
A service that enables Hublot to get closer to its customers remotely, accompanying them in their discovery of Hublot watches. A first digital experience to serve increasingly connected customers. A step that places Hublot among the luxury brands on the road to e-commerce.
In concrete terms, it all starts with the Hublot website, where each customer can request to be put online with the Hublot Boutique Digitale. They choose the boutique nearest to them. At that point, he is either connected in real time with a manager from the Boutique he has chosen, or he arranges a later appointment. Via Face Time or Skype, he gets in touch with one of the salespeople at the boutique in the city nearest to his home, and begins to live the Hublot experience. From his office, his living room, his deckchair or even on board an airplane, he discovers in real time, right on his screen, the product he has chosen, presented live. A real interaction that erases the constraints of time and place, thanks to virtual technologies. The customer is then invited to visit the point of sale in the real world to continue the Hublot experience. To enable them to take the time they need to decide whether or not to buy their watch, the sales assistant will send them all the information they need about their watch in virtual form, so that they can decide in good time whether or not to buy it. Once again, to enhance the unique, human bond that links each customer to Hublot, as soon as the customer has confirmed with a simple click that they wish to purchase the watch, they will receive a call from the boutique to complete their purchase.
Hublot makes the virtual world a complementary and essential ally to its in-store customer experience. The art of living with time and in the moment!
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