BMW's Paris showroom, in contrast, feels like entering a really
posh department store. The sleek, high-ceilinged space is mostly
white and equipped with all manner of digital technology, including
giant flat-screen panels. It was designed by retail architect Eric
Carlson, whose portfolio includes spaces for brands like Tag Heuer,
Longchamp and Tiffany & Co. The carmaker intentionally situated
it in ones of Paris' hippest shopping locales, a stone's throw away
from big luxury brands such as Cartier, Louis Vuitton, Bvlgari and
Hermes. This is what those stores would look like -- if they sold
cars.
In inaugurating the BMW concept store last week, Ian Robertson,
head of sales and marketing for BMW, said in a statement: "The
world of retail has changed significantly -- customer behavior,
needs and expectations have changed, as well as communication
technology." He added that BMW's new retail approach, which it's
dubbing "Future Retail" will "entail a whole range of initiatives
and tools designed to enhance the customer experience and to set
new standards for retail in the automotive industry and
beyond."
Further, he acknowledged that BMW is taking a page from Apple's book, and is in the process of
introducing to dealers a "Product Genius" that has in-depth
knowledge about BMW vehicles and interfaces with consumers using
tablets to show product configuration.
"When it comes to recruiting and enabling the right people for
the implementation of future retail, we will assist our dealers to
attract, develop and retain the industry's best professionals," Mr.
Robertson stated. "This is of particular importance for the role of
the Product Genius. Throughout all of this and supported by an
increased number of customer contact points with our brands, the
dealer's role becomes even more essential -- as our face to the
customer and the provider of a true, personal and emotional,
premium experience."
Walking around the store, it was hard to spot an obvious
"genius" -- there actually just weren't that many people around at
all, save a few businessmen who had trickled in on their lunch
hour. The visitors did seem genuinely interested in the new space
and cars on display, which included a BMW Active E, its electric
car. But unlike Apple, there was little for consumers to reach out
and touch and play with.
The most impressive design element in the store was a plasma
screen fitted into the ceiling, hanging in a circular frame over
some of the cars, depicting videos of blue sky and trees whizzing
by , giving you the impression of speed as you walked around the
car.