Challenge
This luxury watch retailer was hesitant about AI commerce, fearing it would commoditize their premium brand. However, they were losing high-net-worth customers who were using ChatGPT for purchase research. Competitors were already present in AI shopping, and the brand needed to maintain its premium positioning while embracing the new channel.
Approach
We designed a luxury-focused Agentic Commerce strategy: (1) Curated product catalog with only flagship collections, (2) AI-optimized brand storytelling emphasizing heritage and craftsmanship, (3) White-glove fulfillment integration, (4) Premium packaging and personalization for ChatGPT orders, (5) Concierge-level customer service for AI-driven purchases. The implementation preserved brand exclusivity while enabling AI discovery.
Results
89 orders in 60 days with an average order value of $4,500 (vs. $3,200 for traditional e-commerce). Total revenue: $400,500. ChatGPT customers had 0% return rate compared to 8% for traditional channels. 67% of buyers were first-time customers who discovered the brand through AI recommendations. The luxury positioning was maintained with premium unboxing experiences and personalized thank-you notes.