At a Glance

Luxury Bazaar is a luxury watch company buying and selling pre-owned, luxury watches that include brands like Arnold & Son, Gerald Genta, Jaeger-Lecoultre, Panerai, Tag Heuer, and more.

Who is Adam Needs?

Adam Needs is the Chief Marketing Officer of Luxury Bazaar.

About Luxury Bazaar

Adam has spent approximately 19 years in the marketing space, working with startups out of San Francisco and large companies that include Nickelodeon, AOL, and Rosetta Stone. Throughout his experience he’s been able to learn new skills, figure out the life cycle of products and develop an understanding of which marketing techniques work and don’t. Over the last five years, working in senior leadership, he’s been able to make even greater strides and have a bigger impact on everything that it means to grow a business.

Adam’s Journey

For Adam, the journey into marketing was all about getting into the trenches and really learning all of the things he possibly could in the space. He knows that just looking at what’s worked in the past isn’t going to cut it. What has worked in another vertical isn’t going to be enough. You have to be ready and able to dive deep into the data and understand the audience. You need to know what makes them come back and makes them feel loyal and what makes them look for more information. And then you need to follow that data to keep moving forward.

At Luxury Bazaar, that starts with the team. There are approximately 40-50 people including those in the photo studio and the video studio. There are salespeople located all around the globe. And there’s plenty of people local to Philly, where the company is based.

Business Growth and Revenue Strategies

Moving forward, Luxury Bazaar is working on redoing their tech stack to make sure that it’s more personalized. They want to ensure that all the communication is personalized to what specific individuals are looking for whether they’re looking to buy, to sell, to make, to become collectors, or anything else.

Adam is looking at ways to make sure customers can build the profile that they want so the company can offer more personalized responses and information.

What’s Coming Next?

What else is coming? Adam can definitely see the way AI is coming into the space. It’s all about automating and finding ways for people to make their lives easier. And that means making sure that the AI services and tools available can really understand the individual and offer a personalized approach to getting them what they want. And that’s exactly what Adam wants.

Adam wants to create a system that knows what the customers are looking for and then makes sure that they get it. Something that will help them by getting them on the pre-order lists without them even asking for it or will help them find the product they might want next before they’re even looking. It’s all about being proactive and making sure that the customer always feels supported.

Luxury Bazaar’s CX Philosophy 

Luxury Bazaar is all about high-end luxury but it’s also about the experience of making sure that people are getting everything that they need for that purchase. It’s about making sure the product they buy initially is high quality. And then also making sure that they have everything they need to support their purchase after.

For Adam, that means making sure that if someone buys a premium watch, they’re getting a reminder to buy a cleaning kit to help care for it. They’re getting an update on new products that are available moving forward. And they’re getting the best possible care and support from a company that they can trust along the way.

It’s all about creating the best possible experience so that people want to come back and they want to buy more.

Innovation and Adaptability

Interacting with customers is always important, and at Luxury Bazaar it’s about making sure they’re available in the ways that the customers want to talk. Primarily that means email and the website for answering questions, but definitely video and social media to get people interested in what they have to offer.

WhatsApp is another important tool that Luxury Bazaar uses because it offers instant notifications and lets people feel like they're getting even more personalized service. That’s what Adam finds most important, the personalized approach.

Keeping Track of Details

When they’re looking at customer metrics, it’s all about GO’s, DMA’s, LTV, and AOV. It’s about getting people on the site and keeping them there for an extended period of time so they can look around. It’s also about them reaching out and asking questions.

Adam acknowledges that the company is definitely not mass market. They’re more fine-tuned than that, because the products that they sell are high-end. But keeping track of the metrics helps them to fine-tune even more.

Helping the Future

If you’re looking to be an entrepreneur or trying to look at marketing the most important thing is to be genuine and to look for customers in the right places. Know where your people are and make sure that you’re focusing on the right things to get them in the door.