The customer experience is inseparable from watchmaking. While many brands have been looking for years for new ways to improve the way they interact with their buyers, potential or loyal, the trend has accelerated further in recent months with the closing of markets and the strengthening of digital channels.
From shops transformed into salons, even museums, to virtual factory tours, through personalized online support or meetings at home, initiatives are multiplying. Social networks also play more than ever the role of showcase and points of contact to target specific panels. While many brands contacted by Time say they are developing their projects internally, others admit their shortcomings and go elsewhere to find the know-how they lack.