Gucci 9 Hudson is a technology-powered customer touchpoint with a human heart, the brand's CEO and President Marco Bizzarri explains.
There are only two things inside Gucci 9 Hudson, the Italian brand's new North American Client Services Center, which betray that we are in New Jersey and not, say, inside Gucci's showrooms in Milan: A sweeping view of downtown Manhattan across the river and large TV screens scattered across the rooms displaying live stats.
"To be surrounded by beauty and beautiful things and beautiful minds, I think, is going to help a lot in terms of interaction with the customers," he explains. "That's exactly what we want when they enter in our shops in any brick and mortar shops in the world." That's because, ultimately and obviously, the entire point of a client service center is to create another avenue between the brand and the people buying its goods. Gucci 9 Hudson currently services 41 North American stores, with the potential to reach future locations and shop-in-shop boutiques.
That brings us back to those TV screens with live stats, both for the North American center and for Gucci's global network. They keep track of how many calls or chats are coming in, how many employees are currently attending to clients or away from their desks, and, of course, a stat listing how many calls are taken versus how many have gone unanswered.
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