Now here’s some news from JCK I am pleasantly surprised to see!  Tag Heuer announced today at the JCK Las Vegas Trade Show it is launching a new and comprehensive online customer service website.  Available at www.tagheuer.com/customerservice the new customer care website is intended to offer an improved level of customer service to both Tag Heuer’s retail partners and customers.  While some of the new web pages seem to be informational in nature (“advice on your timepiece” “glossary” and “how the service process works”), Tag states that there is a password-protected section of the website devoted to communicating with Tag’s Authorized Dealers and customers as to the status of watch repairs.  Users can reportedly see the work flow of a service order from the time the piece arrives at Tag Heuer’s Springfield, NJ service center to the time when it is shipped back.  Repair estimates can also be viewed/approved online, and even paid for via PayPal.

This new effort by Tag Heuer appears to be the first of its kind, and I applaud Tag Heuer for not only bringing a greater level of transparency to its customer service efforts, but also for leveraging the power of the Internet.  While it is clear to me that many brands are still tip-toeing their way around the Internet these days and not entirely sure what/when/where/how to embrace it, Tag Heuer seems to be on the leading edge. You may recall that in late 2008 Tag Heuer was the first major brand to authorize online sales (as we coverge and opined here), and even though their execution in this area is a bit lacking, it is still nice to see one of the best selling brands in the World taking a leadership position when it comes to embracing the power of the Internet both from a commerce and a customer service angle.

This weekend, I’ll be spending some more time clicking around Tag Heuer’s new online Customer Service website to learn more about it.  But for now, two thumbs up to Tag Heuer!

Ateliers deMonaco Makes a Grand Entrance

Now this is a brand with great promise.  Not “Swiss Made” but “Made in Monaco”!  Let me just tick off a few of the fantastic elements of the brand’s new Carré d’Or watch:  A patented tourbillon.  Masterfully sculpted sapphire (yes, sapphire) tourbillon bridge.  A hand Jochen Benzinger engraved, bi-colored 18K solid gold rotor.  Silicum escape wheel and lever. 33 part case with titanium core.  Impressed yet?  Believe me there’s more!

I’ve been aware of this brand for several weeks now, meaning to write about it but always delaying, and I am actually quite surprised to have seen next to nothing about this new and exciting brand from any of the other blogs or watch sites that I visit.  Where’s the love?  Anyway, here’s a look at the watch:

Stay tuned for more. Or browse for yourelf at http://ateliers-demonaco.com

Michael Kobold, the Founder and CEO of US-based watch brand Kobold, successfully reached the summit of Mount Everest on May 21st at 5:55am.  Mr Kobold’s Expedition to the top had 3 main goals, one of which was to hoist a flag depicting the US Navy SEAL Trident on the summit of Mount Everest (as you can see below).  You can read about the other goals of the expedition, and more about the expedition itself (including some great photos) on the special Blog that Michael Kobold created for the mission:  http://www.everest-challenge.com/.

Congratulations Michael!

As part of our “Post-Baselworld Interview Series”, Perpetuelle.com recently conducted an interview with Mr. Jean-Claude Biver, CEO of Hublot.  We are pleased to share this interview with you below in which Mr. Biver shares his insights into Baselworld 2009, Hublot’s new manufacture movement coming in 2010, the future that is online media, and much more.

Hublot at Baselworld 2009

Hublot CEO Jean-Claude Biver

Perpetuelle: How was BASELWORLD 2009 different for Hublot compared to prior years?

Mr. Biver: Compared to the other years, we sold this year 8 watches when the retailer needed to order 10. Last year when needed 10 he ordered between 15 and 20. So this year we have real orders in our books with no inflation.

Perpetuelle: Please tell us about the philosophy behind the new 2009 releases from Hublot.

Mr. Biver: The King Power is an evolution of the Big Bang. A stronger case, less “sophisticated” but more complicated to produce. Inside we have a movement with a double complication: the split second hand and the foudroyante. The case is executed either in full ceramic, or in Zirconium, or in 18 karats Red Gold (we have introduced a new alloy which is a world first indeed).

The second important innovation of this Basel collection is  the evolution of the Big Bang with the introduction of the leather/rubber( both material are fused together) strap and a new dial together with the new finish of the bezel.

Hublot’s Big Bang King Power (In Ceramic and Red Gold)

Big Bang King Case Back / Movement

Perpetuelle: Would you please highlight a couple of your favorite new models for us?

Mr. Biver: I love the Big Bang evolution quite a lot. Especially as it makes the Big Bang look like a classic now. I was not expecting to reach this evolution already after such a short period

Perpetuelle: What do you view as the core strengths (and/or defining elements) of Hublot?

Mr. Biver: The  strength of Hublot is its concept in itself. The fusion of tradition and future. The permanent research of new colors and new materials. Which at the end make our watches look different and unique

Perpetuelle: What are you wearing now?

Mr. Biver: I am wearing the Bigger Bang All Black. Which incorporates both a great material (the ceramic), a great movement (Tourbillon Chronograph Column Wheel), and a great concept (All Black).

Hublot Bigger Bang All Black

Perpetuelle: Are there any areas in particular that Hublot will be focusing on for 2010 and/or beyond (for example, a focus on certain types of watches / complications / movements)?

Mr. Biver: The focus will be our own movement called UNICO. That will be the highlight of our 2010 collection. And furthermore we will have quite some interesting evolutions of complications.

Perpetuelle: Please tell us about the distribution strategy and geographical availability of Hublot timepieces.

Mr. Biver: We have and insist to keep a very exclusive and selective distribution network. Not more than 300 retailers are selling our watches all over the world. We control our distribution network in the sense that we are monitoring their sell out before we sell in. in other words a retailer cannot get a shipment of watches as long as we are not convinced about the fact that he has sold them and that he is not piling up stock. Furthermore we try never to deliver more than 70% of the demand. This enables the brand to keep its rarity and cleanness.

Perpetuelle: Can you tell us which, if any, geographies you believe will play in important role in the future growth of Hublot?

Mr. Biver: No doubt China. China will play a big and instrumental role in the future of luxury. Therefore we have to conquer China as soon as possible. The future is clearly in China. But we have to keep the other markets also under control.

Grand Opening of the Hublot boutique in Taipei

Perpetuelle: What is Hublot’s approach towards online media?  How do you see the role of online media changing/evolving in the future as it pertains to Hublot?

Mr. Biver: Online media is like China. It is the future! Online has played a huge role in the development of Hublot.  Especially all the blogs and forum on the net.  Hublot will try to reinforce its presence and communication in the online media. We have to adapt our communication tool towards online. The future is online as online is communication.

Perpetuelle: Thank you Mr. Biver for sharing your time and insights with Perpetuelle.com’s audience of luxury watch owners, collectors & enthusiasts.  We wish you and everyone at Hublot all the best in 2009 and beyond.

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As part of our “Post-Baselworld Interview Series”, Perpetuelle.com recently conducted an interview with Mr. Michael Goldstein, Managing Director of Perrelet USA.  We are pleased to share this interview with you below in which Mr. Goldstein was kind enough to share his insights into Baselworld 2009, some of the new and highly acclaimed new Perrelet collections, online media and more.

Perpetuelle: How was BASELWORLD 2009 different for Perrelet compared to prior years?

Mr. Goldstein: The main difference was the decrease of Americans traveling to the fair. In addition, this was our first year in a different booth location, Hall 1.1, and in a much larger space to present the collection. Despite the decrease in traffic, we were happy to see the commitment to buy product by the existing clients.

Perpetuelle: Please tell us about the philosophy behind the new 2009 releases from Perrelet.

Mr. Goldstein: Some products say far more about a brand’s strategy and philosophy than any amount of executive declaration. Our philosophy is, and will always be, one of quality and reliability advocated by the brand, hence the company is going to great lengths to create products with this philosophy in mind. Approximately 25,000 hours of research and development went into the creation of the TURBINE watch.

Perpetuelle: Would you please highlight a couple of your favorite new models for us?

Mr. Goldstein: This is one of the most difficult questions for me to answer because I have so many favorites. I know this is an answer you probably hear often, but Perrelet has amazing watches. For women’s, I would have to say that the Diamond Flower Watch in the women’s collection is one of my favorite pieces. The prestigious watchmakers’ jewelry collection ‘Diamond Flower’ subtly combines aesthetics and the technical. Such as the fine droplets of diamonds and rubies that decorate the lotus flower that rotates to the rhythm of its owner’s movements, on a mother-of-pearl dial, brushing past the occasional sparsely positioned petal. It even won the Montre De l’annee award for its design.

Perrelet’s Diamond Flower

For men, the Regulator Retrograde Watch is exquisite. It’s a watch on which the hours and minutes are indicated separately on something called a Regulator. A function, where the hand at the end of its cycle jumps back to its initial position, is called Retrograde. As a world premiere, Perrelet combines these two functions in an exclusive and magnificent bracelet watch, available in 18ct pink gold or stainless steel. The Moonphase watches in both men’s and women’s are also my favorite.  Thanks to Perrelet’s exclusive caliber, you will be able to know the precise moon phase. Regulated for the next hundred years (if working constantly), the mechanism will indicate the detailed evolution of this companion of our earth.

Perrelet’s Moonphase (Red Gold and Steel Versions)

As for pieces that are set to debut later this year, the Turbine is an early favorite.  This watch has been well received by our existing retailer network and we are sure you will see the sales potential of this piece.  The turbine spins as the turbine on a gas jet turbine engine and the motion of the piece against a colored background is an eye-catcher.

The Perrelet Turbine Watch

Perpetuelle: What do you view as the core strengths (and/or defining elements) of Perrelet?

Mr. Goldstein: In the world of watch making, there are those who invent and create and those who, with skill and patience, perfect the designs of others. In this world you will rub shoulders with excellent craftsmen, who are often greatly admired. Praiseworthy representatives of contemporary watch-making. This world also includes men whose genius at a given moment revolutionized the way things were done: these are the discoverers, and Abraham-Louis Perrelet was one of them. There are innumerable accounts testifying to this fabulous discovery of inventing the first automatic watch by Abraham-Louis Perrelet. Despite what new collections are released from competitors, Perrelet will always have the right to claim that they invented the mechanism that every watch brand uses. And Perrelet continues to be a family owned business, in which Virginie Perrelet, 10th generation grand daughter of Abraham-Louis Perrelet, continues to contribute design concepts to new pieces.

Perpetuelle: What are you wearing now?

Mr. Goldstein: Retrograde Regulator in 18k gold, an exclusive Perrelet movement and world premiere.

Perrelet Retrograde Regulator in 18k gold

Perpetuelle: Are there any areas in particular that Perrelet will be focusing on for 2010 and/or beyond (for example, a focus on certain types of watches / complications / movements)?

Mr. Goldstein: For 2010, we want to focus on the Turbine, Perpetual Calendar and Maestro watches. We’ve discussed the Turbine already, but the Perpetual Calendar, through its contemporary vision of high-end, mechanical watch making, Perrelet demonstrates its know-how yet again by offering a remarkable Perpetual Calendar in 18ct pink gold.

The imposing 43.5mm case is notable for the elegance of its dynamic design, whose quality of finish extends equally to the embellishment of the movement. The Perrelet P-251 automatic movement with perpetual calendar, moon phase and chronograph bears the signature of the brand. The oscillating weight, set with a glass, whose design is patented by Perrelet. The Maestro watch is a limited edition piece that is two separate watches and comes with an 8 gig I-pod. The dial of both watches is meant to resemble a music sheet with the periphery of the dials having “piano keys” on them.

All these watches are set to release later in 2009, so we would focus our marketing efforts on getting brand awareness for these pieces. From the Basel feedback, we know any of these watches would be an excellent addition to retailers’ inventories.

Perpetuelle: Please tell us about the distribution strategy and geographical availability of Perrelet timepieces.

Mr. Goldstein: As I am responsible for only the North American distribution, I am here to tell you that our strategy remains for the US market, one of selective availability, only to the finest retailer jewelers in the market. Our strategy is complimented by the idea that the supply has to be in balance to the demand, which is why you’ll find a limited number of retailers even in the largest metropolitan areas.

Geographical speaking, our timepieces are available in large metropolitan cities as this is where most of the high end watch buyers live and work.

Perpetuelle: Can you tell us which, if any, geographies you believe will play in important role in the future growth of Perrelet?

Mr. Goldstein: We continue to see strong growth in the sunbelt region of the US, and we believe that the top 10 cities, in regards to popular and disposable income, will be a main focus of the brand.

Perpetuelle: What role do you see for online media (such as Perpetuelle.com, for example) and Perrelet?  How do you see this role changing/evolving in the future?

Mr. Goldstein: I think Perrelet will help lead the way for luxury brands to break their barriers and interact with their consumers and retailers. Several luxury brands aren’t catching on to the rise in social media like we are and they are losing awareness and relevance. The great thing about Perrelet is that we are ahead of this curve. We wanted to break those barriers and interact, whether it be at a trade show or on my Twitter account. I love seeing replies and I love blogging about the daily life working at Perrelet. I get to see what people think about the collections and I always reporter (good and bad) to the Switzerland office. We try to incorporate everyone’s feedback into new pieces and I honestly, try to respond to everyone who messages me on my blog or twitter.

Brands should just realize that communication is key. Online media is one of the solutions to keep the communication going. We plan to actively participate in message boards and forums, such as Perpetuelle, so everyone knows that we are here to list and see what you think about the brands. Online media is great and we’re excited to be utilizing this for our communication strategy.

Perpetuelle: Thanks for your time and insights, Michael.

As part of our “Post-Baselworld Interview Series”, Perpetuelle.com recently conducted an interview with Mr. Vincent Perriard, President of Concord.  We are pleased to share this interview with you below in which we ask Mr. Perriard’s for his insights into Baselworld 2009, Concord’s 2009 collection, the rise of online media and more.

The Concord Exhibit at BASELWORLD 2009

Concord President Mr. Vincent Perriard

Perpetuelle: How was BASELWORLD 2009 different for Concord compared to prior years?

Mr. Perriard: In 2007 we have presented the first C1 designs and we finally started to deliver the pieces in early 2008 (14 months ago), so when we attended the BASELWORLD 08, we were just starting to have our first sales at the retail level. 2008 was a massive success with all watches sold in just 2 days. The market was hot, as we all know. Furthermore, we introduced the C1 Gravity, which became in November 08 the best design 2008 with the award from the Grand Prix de Genève.

So 2009 has been a good year because we have reconfirmed 95% of our backorders (the one that we were not able to deliver in 2008). The reason of this good Fair is also simply because we are re-starting the brand and we are opening in 2009 new markets (UK, Germany, Austria, …) so we can balance the bad economy in some countries with the opening of new accounts.

Perpetuelle: Please tell us about the philosophy behind the new 2009 releases from Concord.

Mr. Perriard: We have introduced a second project, from the so-called “C LAB SERIES” department. After the huge success of the C1 Gravity (75 units sold), we wanted to bring another level of creativity and we certainly wanted to surprise the market. The QuantumGravity is the answer to this objective. With 10 units produced, we have sold already 14… So we will need to say “no” to some of our clients.

The Concord C1 QuantumGravity

Perpetuelle: Would you please highlight a couple of your favorite new models for us?

Mr. Perriard: The QuantumGravity is the first watch in the industry to feature a Double-Axe Tourbillon which is externalized from the watch case. Also, this is the first watch ever created with a vertical Power Reserve, which – in addition – is filled with a fluorescent liquid (nano particles)…. The Tourbillon is hold by a series of cables that enable the Double Axe to work outside of the case…

The QuantumGravity’s Caseback and Nanoparticle Power Reserve meter

As you can see, we are here talking about pure innovation and know-how. This has been developed in joint-venture with BNB Concepts and the C LAB SERIES team at Concord.

I also love the line extensions that we are bringing with the C1 Chronograph on leather straps. The strap is covered by a thin layer of rubber that gives a twist to the watch itself.

Perpetuelle: What do you now view as the core strengths (and/or defining elements) of Concord?

Mr. Perriard: A clear message thanks to the C1 design and shape. Immediately recognizable. A strap attachment system unique in the industry: we have removed the logs that you find on every watch to hold the strap. With the C1, you have a very masculine and big watch on your wrist. But this one fits perfectly your wrist, regardless if you have a small or big wrist. That’s totally unique.

Perpetuelle: What are you wearing now?

Mr. Perriard: Right now, I am wearing the C1 Chronograph BLACK version (black case, black rubber) that we will launch this Fall world-wide.

Concord C1 Chronograph BLACK

Perpetuelle: Are there any areas that Concord will be focusing on for 2010 and/or beyond (for example, a focus on certain types of watches / complications / movements)?

Mr. Perriard: We will continue to surprise the industry with very complex and innovative watches (the C LAB SERIES) and we will come with a sub-line of the C1… the C1s… If you want to follow-up and enter in our mind… have a look at www.clabseries.ch.

Perpetuelle: Please tell us about the distribution strategy and geographical availability of Concord timepieces.

Mr. Perriard: We are expanding our distribution in every part of the globe. We still have a lot of work to do since Concord was not present in many countries. For example, we will open HARRODS in June in London with an exclusive partnership in the city.

We are also pushing a lot in the Latin American market since the demand on Concord C1 is really high today.

Perpetuelle: Can you tell us which, if any, geographies you believe will play in important role in the future growth of Concord?

Mr. Perriard: We are working hard to make sure that the business will be balanced 25% in each important part of the globe (Americas, Europe, Middle East and Asia). Today, in this tough economic situation, Concord is rocking in Mexico and in key Latin American countries. We are doing really well in Italy and we will open in June Northern Europe cities. I believe with a strong design such as the C1, we expect to have a balanced business in all these key countries, including – of course – the Russian market (which remains strong for the high complicated watches such as the C1 Gravity or the C1 QuantumGravity).

Perpetuelle: What role do you see for online media (such as Perpetuelle.com, for example) and Concord?  How do you see this role changing/evolving in the future?

Mr. Perriard: We are totally and completely sure that the web is now entering in a second phase for the watch industry. We are one of the few brands that have decided to massively invest time and energy to showcase the brand, to communicate with the watch community and to spread the news throughout the web. So, you will see us more and more. Check out GOOGLE to realize how present we are… after only 14 months of presence in the market place.

Perpetuelle: Thanks you for sharing your time and insights with Perpetuelle.com’s audience of luxury watch owners, collectors & enthusiasts.  We wish you and everyone at Concord all the best in 2009 and beyond.

Last week I received a survey invitation from RW Club, Raymond Weil’s “Member’s Only” section within its website.  I am usually not one for surveys, but because I noticed that there was an opportunity to win a Raymond Weil watch in exchange for completing the survey, I decided to check it out.  Here’s how it started:

So I started taking the survey and from the very first question it was clear to me the direction that this survey was heading.  Here are the first 6 questions, mostly multiple choice or “check all that apply” format:

• Have you ever bought one or more luxury products online? [Yes/No]
• Please select the appropriate luxury product(s) bought online. [select from list of options]
• On which occasion(s) have you already bought luxury products online? [select from list of options]
• Why have you already bought luxury products online? [select from list of options]
• On which website(s) have you bought luxury products?
• How much do you spend a year for luxury products approximately?

And then the questions started to get very interesting…

…and the next question:

The survey then proceeded through some “demographic” type questions (“indicate your level of education”, “indicate your professional category”, and “indicate your age range”) and that was it.

So I ask you (in a “Family Feud” kind of way), “Survey Says?”

Well, to me the survey says a lot.  It certainly gives me a strong sense that Raymond Weil is looking seriously at allowing online sales, else why would they go to the trouble or creating entire survey (with the incentive of winning a Raymond Weil watch for all who participate) around online luxury goods shopping habits, specifically interest in purchasing Raymond Weil products online?

Also, the timing of this is not out of thin air – in fact one of Raymond Weil’s competitors Tag Heuer just recently opened up an “online test market” of its own, as was discussed last December here on Perpetuelle.com (SEE HERE).  Of course it is too early yet to know how Tag Heuer’s “Authorized E-Commerce” pilot program with Barmakian Jewerers and Tourneau is going, but one thing is for sure, and that is the Raymond Weil is giving some serious thought to moving in the same direction.

So, have I called this one or what?  Your comments are most welcome.

Prestigious Saxon watchmaking house A. Lange & Söhne has released a fantastic new watch – the Lange Zeitwerk.  According to A. Lange “Often, it is a new face that ushers in new times,” while it further quotes French painter Paul Gauguin “I shut my eyes in order to see” as the maxim that was adopted by Lange’s calibre engineers and designers as they resolved to explore uncharted territory and, from an unbiased viewpoint, devise a watch that would be evolutionary and progressive in every respect.

To begin our “Post-Baselworld Interview Series”, Perpetuelle.com recently conducted an interview with Roberto Passarrielo, Director of Marketing & Communication for Bell & Ross.  We are pleased to share this interview with you below in which we receive Mr. Passariello’s insights into Baselworld 2009, the Bell & Ross brand, social media and more.

The Bell & Ross Exhibit at Baselworld 2009

Beginning this week, Perpetuelle.com will be featuring a series of “post-BASELWORLD” interviews that I recently conducted with many leading brands.  Here is a small taste of the many interviews Perpetuelle.com has conducted that you can look forward to in coming weeks:

• Breguet (Mr. Nicolas G. Hayek)
• Bell & Ross
• Concord (Mr. Vincent Perriard)
• Perrelet
• And more that you won’t want to miss!

A new interview will be posted each week.  I hope you will enjoy all of them.

Kyle
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