Personal all-round support for purchasing
Customers can now book an appointment in advance for a consultation in selected stores in Germany. Online and brick-and-mortar retail are closely interlinked: Appointments can be booked via mediamarkt.de or saturn.de. Customers specify the category in which they would like to receive advice and select their preferred appointment time. In the store, customers enjoy personal support from the beginning to the end: They are welcomed by a member of staff in the entrance area and accompanied to their customer advisor. For particularly large or heavy products, they are given a transport or carrying aid. The customer advisor also provides the store's contact details in case any questions arise afterwards.
With this concept, customers benefit from shorter waiting times, more personalized support and a strong relationship with the store's team of experts. MediaMarktSaturn is also increasingly focusing on data. With 43 million loyal customers and billions of data points, the electronics retailer is gaining important insights into its customers' preferences. "Every customer profile is unique – but the diversity of our data allows us to identify patterns in our customers' behavior," says Sascha Mager.
Members of the MediaMarkt and Saturn customer programs also have the advantage that the customer advisors can prepare even better for the conversation in advance because they know the customer's purchase history and preferences. The company evaluates customers' past purchases and calculates the probability of product preferences.
The newly introduced service was successfully tested in Germany and Switzerland in 2024 and received very positive feedback from customers and employees. It has already been fully rolled out in Switzerland and is now being gradually introduced in blocks of 40 additional stores in Germany. The concept should be available in all German stores by the end of 2025. Online-only appointments for a consultation, repair acceptance or services at the Smartbar are already available in all stores in Germany. Austria will be the next country within the Group to offer the concept, with the rollout starting in May. This will be followed by Spain, where the test phase is currently underway.
