From Market Employee to Content Creator

MediaMarktSaturn

From Market Employee to Content Creator

MediaMarktSaturn is not just any retailer. Our employees are the key success factor on our path to becoming an Experience Champion. Our company is as diverse and multifaceted as our employees, their tasks and their backgrounds. They are our Experience Champions - because they create a unique shopping experience for our customers. They tell their stories here. This time: Fabio Trogant, Content Creator.

Fabio Trogant started out as an apprentice in one of our stores. His unique selling point: Fabio speaks sign language. This made him an important contact right from the start: "The fact that I speak sign language has helped me with many customers." He is particularly keen for more colleagues to courageously bring their special skills into their day-to-day work: "There are many colleagues out there who can also do something unique. Be brave - together we can be the best! No other competitor can offer that." Because the diversity of our employees and their individual skills make us what we are: innovative, dynamic and close to people. 

But in addition to his passion for selling, he was also enthusiastic about being in front of the camera. MediaMarktSaturn recognized the potential. Fabio now works as a content creator for MediaMarktSaturn, accompanying film shoots and guiding people through various video formats.   
In his current role, Fabio appreciates the versatility of his tasks and his team: 

What I enjoy most about my job is my team. We can really draw a lot of motivation from joking around with each other. In order to recharge your creative batteries, you need a stable team that always provides input.
Fabio Trogant

And what are his hopes for the future? "That I can continue to work in this exciting environment as I have done so far. Because I just love it."

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Artificial Intelligence: MediaMarktSaturn integrates GenAI Voicebot into the customer hotline

MediaMarktSaturn

Artificial Intelligence: MediaMarktSaturn integrates GenAI Voicebot into the customer hotline

MediaMarktSaturn is using a GenAI-based voicebot to support its customer hotline. The voicebot uses the FAQs on the MediaMarktSaturn websites to provide relevant information quickly and around the clock, thus solving the most common customer queries. The voicebot has been successfully launched in Germany in September, the first test phase started in Austria and the Netherlands, and the rollout will continue in Spain in early 2025. 

MediaMarktSaturn is expanding its digital services and is now using an innovative AI solution to further improve its customer service. The new voicebot, which was developed in collaboration with Parloa, is based on generative artificial intelligence (GenAI) and makes it possible to answer customer queries on the hotline automatically and in natural language. If the caller generally does not want to speak to the voicebot or the voicebot cannot provide a solution to the request, callers are forwarded to a customer service employee.

"With the integration of the new voicebot, we are continuously improving our digital service offering," explains Henny Steiniger, Vice President Services & Solutions, Customer Experience & Care. "By using artificial intelligence, we are not only increasing efficiency, but also offering our customers a service that is available around the clock. This is in line with our vision of offering innovative and intuitive solutions that make our customers' everyday lives easier."

24/7 availability and shorter waiting times

The voicebot is available around the clock and offers immediate assistance, even outside of the hotline's opening hours. During the initial integration phase, only a limited number of calls will be routed to the voicebot during hotline hours. The voicebot is optimized to clearly understand customer concerns and create a natural, pleasant conversation atmosphere. Customers can ask questions in a natural phone conversation without having to navigate through a menu. The artificial intelligence then draws on the extensive FAQ knowledge on topics such as product advice, repair and warranty services, deliveries or returns to provide the right answers quickly and comprehensibly via voice output. This further increases the efficiency of the customer hotline and reduces waiting times for customers. 

AI-powered customer service expansion

In addition to the voicebot's existing options, it is currently being tested whether and how other functions, such as information on order status or product availability, can be integrated. 

The use of Artificial Intelligence is a central component of MediaMarktSaturn's innovation strategy in order to meet the changing requirements of the retail sector and develop new solutions - both internally for MediaMarktSaturn employees and externally in the interface with customers. 

MediaMarktSaturn has long relied on innovative technologies such as artificial intelligence to continuously improve its customer service. In addition to the chatbots "Emmi" (MediaMarkt) and "Sammy" (Saturn), which are successfully used in the online stores, a voicebot based on artificial intelligence has been available in Austria since this year, for example. It can answer pre-trained standard questions such as store opening times or the nearest store. The new GenAI voicebot now offers the next level of interaction that further optimizes the customer experience on the hotline.

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Top newcomer at MediaMarktSaturn: Jürgen Klopp becomes brand ambassador

MediaMarktSaturn

Top newcomer at MediaMarktSaturn: Jürgen Klopp becomes brand ambassador

The football coach supports the marketing activities surrounding the MediaMarktSaturn brand as an ambassador. A comprehensive launch campaign in Germany marks the start of the long-term collaboration, which will also be rolled out internationally from December.

Ingolstadt, October 9, 2024

Germany's most internationally renowned football coach has a new team: Jürgen Klopp is strengthening MediaMarktSaturn's marketing activities. The perfect match, because "The Normal One" has proven one thing many times in his career: He can unite teams with different people and their strengths under a common goal - and lead them to maximum success. The collaboration, which is now starting in Germany, is international in scope. As part of the Christmas campaign from December, it will be rolled out across all eleven countries in which the electronics retailer is active.

Michael Schuld, CMO of MediaMarktSaturn, says: "Instead of 50,000, we are now 50,001 in Team MediaMarktSaturn: We have successfully signed Jürgen Klopp as a new brand ambassador for our group - because every strong team also has a strong coach. With him, we have a strong and very likeable face for our company who will accompany us through our campaigns at brand level. Jürgen Klopp is authentic. He is passionate. He is close to people and allows them to surpass themselves. That makes him the perfect partner on our path to becoming an Experience Champion."

In Germany, the company is launching the cooperation with a launch campaign. Here, too, the focus is on the team concept: Klopp introduces his new team during a visit to one of the around 400 stores. He emphasizes the efficiency of the employees and their customer focus. Because only a strong team can really create Experience Electronics and combine it with the best Shopping Experience for all customers.

The brand campaign starts on October 9 and will initially be seen on television, in online videos, social media and at the point of sale. The team concept will also be integrated into the product communication: The MediaMarkt and Saturn team will act as presenters for this and recommend products.

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"It was clear to me from the outset: I won't stop selling at 65."

MediaMarktSaturn

"It was clear to me from the outset: I won't stop selling at 65."

MediaMarktSaturn is not just any retailer. Our employees are the key success factor on our path to becoming an Experience Champion. Our company is as diverse and multifaceted as our employees, their tasks and their backgrounds. They are our Experience Champions - because they create a unique shopping experience for our customers. They tell their stories here.

Many people dream of retiring at 65 and putting their feet up. Not so Lothar Wittig: the now 75-year-old has been working at MediaMarkt in Eislingen, Swabia, for 24 years. Since then, Lothar has been responsible for both the white and brown goods departments. 

I was unemployed in Berlin. Acquaintances told me that there were a lot of people looking for work here. And then it was all decided for me. I went to the job centre here, looked for ads and then went to this market here, applied and was hired.
Lothar Wittig

Silvia Scheibein has been at his side for many years. She has been working at MediaMarkt Eislingen since 2007 and has been Sales Manager there since 2018. Working with Lothar has been an integral part of her everyday working life ever since: "He used to be a department manager, and I used to be a sales assistant. At some point, we swapped roles. And I love working with him because he has simply taught me so much here at the company."

He used to be a department manager, and I used to be a sales assistant. At some point, we swapped roles. And I love working with him because he has simply taught me so much here at the company.
Silvia Scheibein
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"We are working together to empower women."

MediaMarktSaturn

"We are working together to empower women."

The Women in Retail initiative at MediaMarktSaturn creates a framework in which women can exchange ideas and build a network. But why is this necessary at all? In this interview, Ana Maria Jaime Salcedo, founder of Women in Retail, and Eva Posan, founder of Women in Retail International, explain why they set up the network, what milestones they have already achieved and where they want to take the initiative over the next five years.

Dear Ana Maria, you founded Women in Retail. Why was it important to you to launch an initiative for gender equality at MediaMarktSaturn?

Ana Maria: When I started at MediaMarktSaturn, there were very few women in management positions. As a woman, you weren't specifically disadvantaged, but I had the feeling that women were often overlooked. That's why I wanted to start an initiative that would create a space for exchange - a real, close-knit community. We then launched Women in Retail in 2019. Initially, many women from different disciplines came together there, then our HR department joined in and supported us. Now we are working together to empower women.

Eva, you then took the initiative to an international level. What drove you to do so?

Eva: During my time at MediaMarktSaturn, I worked in Austria, Hungary and Germany. That's when I realized that we are at different levels of gender diversity in our individual countries. To bring the different levels closer together, it is important that we share best practices. If we give each other tips, we will also surpass ourselves internationally in the area of promoting women. 

What moments in your career have shown you in particular: We need to stand up for each other as women?

Ana Maria: I didn't plan my career like this from an early age. I was often preached the classic role model - a woman's career shouldn't come first. During my studies, I then asked myself: Who is actually a role model for me? Who can advise me on the best way forward from here? It would have been a great help for me to have a mentor at my side. We wanted to create this space for exchange with Women in Retail.

How was it for you, dear Eva?

Eva: My father was CEO of a large company and I was able to look over his shoulder from an early age - instead of bedtime stories, I always wanted to hear the latest news from his job. I then studied economics myself and joined a large company. I was able to develop really well there and quickly climbed the career ladder. Then I got pregnant. To avoid being left behind, I wanted to get back into work as quickly as possible. That's why I was back at my desk after just a few months of parental leave. When I was pregnant again, I was told: "You can't have a career with two children." I worked part-time and it was a real challenge: important appointments were usually outside of my working hours and I was often on my laptop until late at night to finish projects. I thought to myself: that can't be the standard. It must be possible for women to balance family and career. That's what I wanted to stand up for.

What achievement at Women in Retail are you particularly proud of?

Ana Maria: Since we founded Women in Retail, we have been able to change the culture at MediaMarktSaturn and really initiate a rethinking process in the area of gender diversity. We have strengthened our position in our company - and helped to increase the proportion of women in management positions.

Eva: People listen to us - and the management team has noticed how strong teams become when they are diverse. Collaboration then becomes more open and efficient. And: women's biggest critics are often themselves. We were able to support many women and give them the self-confidence to take the next steps in their careers.

What initiatives have you already been able to launch with Women in Retail at MediaMarktSaturn?

Ana Maria: A lot has really happened at MediaMarktSaturn in the last five years. It's hard for me to pick out a single measure - it's more the totality of the issues we've tackled. I still remember my first board meeting: we used data to document what gender diversity looks like at MediaMarktSaturn and showed what the specific targets could be. We then launched further training programs and invested more in the targeted development of women.

Eva: We built up pressure and drew attention to our concerns: women and men must work under the same conditions. We wanted to make it clear: The applicant who is best suited should always be given a position. At the same time, we have to give women the chance to develop into these positions.

Ana Maria: Our management board has also made a big difference here - they are committed to equality and that underlines our success even more.

What is your vision: Where do you see Women in Retail in five years' time?

Eva: I would like us to communicate our commitment even better to the outside world: we are a company that specifically promotes women. It should be clear to everyone that we offer women an environment in which they can feel comfortable and develop - and that we are a company that supports the realities of their lives.

Ana Maria: I would also like to see even more women getting involved in Women in Retail - and for us to take men even more seriously. We could strengthen the compatibility of family and career even further, as this is also something that concerns both genders. And I would like to see even more women on our Board, for example. 

What advice would you give women for their career at MMS?

Eva: Network, network, network - especially when you join the company. You don't have to fight every battle alone - look for allies. And finally: Have the courage! Take on challenges and grow with them. 

Ana Maria: Tell people what you can do! You don't have to hide your light under a bushel - if you've achieved something, you can show it with pride. Also: Find a mentor who will support you.

Dear Ana Maria and Eva, thank you very much for the interview.

_____

Ana Maria Jaime Salcedo is Vice President Sustainability at MediaMarktSaturn. She is responsible for the company's commitment to sustainability. She was previously active in sourcing at the electronics retailer. In 2019, she founded the Women in Retail initiative.

Eva Posan is CFO of MediaMarkt Austria. In her role, she is responsible for accounting, controlling, real estate, legal, IT and business process management. She previously held various positions in different finance functions at the electronics retailer in Austria, Hungary and Germany. Eva initiated the international exchange of Women in Retail.
 

 

Women @MMS

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Germany's best online shops: MediaMarkt and Saturn in first and second place

MediaMarktSaturn

Germany's best online shops: MediaMarkt and Saturn in first and second place

MediaMarkt.de has been named Germany's best online shop, closely followed by Saturn.de. In the ranking by news channel ntv and the German Institute for Service Quality (DISQ), the two online stores took first and second place this year. Nine companies were evaluated in the category “Electronics with store network”. 

Over 77,000 consumers were surveyed in 2024 and rated a total of more than 900 providers. The customer experience was the top priority and was examined in this elementary performance areas:

  • Value for money
  • Product offer
  • Customer service
  • Internet access/App
  • Shipping and returns
  • Order and payment conditions

MediaMarkt was able to impress in all areas and received the best rating. Customers willingness to recommend MediaMarkt to others as well as factors such as product quality and variety of products, advisory competence on the phone, by e-mail and chat, payment options and delivery options, shipping costs and speed, and returns processing were also included in the overall result.

"We are delighted about the award and the positive customer feedback," says Tim Laufenberg, Managing Director of MediaMarktSaturn E-Commerce GmbH. "We are continuously developing our online presence to offer our customers the best experience possible. It's great to see that this is also reflected in the feedback from our customers and that we were able to improve our ranking compared to the previous year with both online stores."

According to the study, MediaMarkt and Saturn have consistently been among the best online stores in Germany in recent years and have regularly ranked in the top three - MediaMarkt and Saturn came third and fourth last year. In 2024, they have now made it to the top of the rankings.

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Continuous growth: MediaMarktSaturn Marketplace continues positive development and further expansion

MediaMarktSaturn

Continuous growth: MediaMarktSaturn Marketplace continues positive development and further expansion

MediaMarktSaturn is making steady progress in expanding the marketplace: In the third quarter 2023/24, the gross merchandise value (GMV) more than doubled compared to the prior-year quarter and more than 1.6 million products from around 1,470 sellers are now available on the platform. With the launch in Italy, the introduction of financing services for marketplace products and the expansion of refurbished products, the company has already laid further important cornerstones to achieve its target of €750 million GMV by 2025/26.

The strong growth of the Marketplace is due, among other things, to an expanded product portfolio, the completed rollout in five countries - Germany, Austria, Spain, the Netherlands and, most recently, Italy in July - as well as the expansion of refurbished products and the ongoing optimization of the integration of the Marketplace with the online stores. Other important cornerstones of the Marketplace strategy, which will ensure continued growth in the future, have already been implemented or are in the process of being implemented.

"With the integration of Space-as-a-Service offerings in the stationary market, the financing service for Marketplace products and the expansion of our refurbished offerings, we are making our Marketplace even more attractive - for customers and partners alike. With the expansion of new verticals such as DYI, sports and health, we want to reach new target groups in the long term. The roll-out of the Marketplace in three additional countries in the coming calendar year will also be a strong growth driver in order to achieve our declared goals by 2025/26," explains Christian Kollesch, Managing Director of MediaMarktSaturn Marketplace.

Refurbished products - new online store experience

The refurbished product offering has been further enhanced with the introduction of a new user experience design. The redesign provides customers with a clearer, more intuitive shopping experience and access to an even wider selection of refurbished products from marketplace sellers. Products are now categorized into three easy-to-understand quality levels based on availability: “Excellent”, “Very Good” and “Good”. These grades are based primarily on external signs of use and battery life, and guarantee full functionality. When products are available, customers can now find alternative refurbished offers from the Marketplace directly on the product detail page of the new device. 

However, the topic of refurbishment is not only receiving more attention online, but also in stores. In May, a pop-up store on the topic of sustainability opened in Tübingen, Germany, bringing the company's marketplace, sustainable product range and refurbishment to the brick-and-mortar stores for the first time.

Financing Service for Marketplace Products

At the end of July, MediaMarktSaturn also introduced the popular financing service for Marketplace products in Germany and will roll it out to other countries. As a result, customers benefit from an additional payment option in the Marketplace that enables them to set up individual financing plans and make larger purchases without having to pay the full amount immediately. Marketplace sellers can use an established financing option at MediaMarktSaturn and further increase the attractiveness of their offers and their sales potential.

Expansion of the Space-as-a-Service offering 

MediaMarktSaturn is continuing to expand its Space-as-a-Service offerings for marketplace sellers. In Germany, Spain and the Netherlands, the first spaces have already been rented by Marketplace sellers in the stores to present their products live on site. This offering allows sellers to tap into the company's extensive network of more than 1,000 stores and showcase their products to a broad audience in Experience Zones. In the future, customers will also be able to experience and test Marketplace products in their local stores, benefiting from an even wider range of products.

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Experience Digital Transformation: Human-driven Journey

MediaMarktSaturn

Experience Digital Transformation: Human-driven Journey

In today's rapidly evolving business landscape, digital transformation is not just a trend, it is a necessity. At MediaMarktSaturn, people are at the heart of the digital transformation. By embedding innovation and digital transformation in our mindset and empowering employees, we are improving the customer and employee experience and building a future-ready organization.

MediaMarktSaturn’s Approach to Digital Transformation

Digital transformation goes beyond implementing new technologies, it's about creating a mindset that embraces change, fosters innovation, and puts people at the heart of everything. We empower our employees to innovate and learn. We run activities, initiatives and programs that connect technology and people to ensure we deliver the best experience for employees and customers. That’s how we drive meaningful change that improves our operations and services.

Two events that reflect the company’s commitment to human-driven digital transformation, our internal innovative strength and our way of working together are the Innovation Days of MediaMarktSaturn Technology and the Finance GenAI Hackathon. These events were designed to harness the creativity and expertise of our employees, encouraging them to generate and prototype innovative ideas.

The Finance GenAI Ideathon & Hackathon

During the two-days event in mid-July, the participants brought the headquarter in Ingolstadt to life with their ideas, creativity and fun. Across both days, Accesa employees actively participated in the event, contributing their ideas, expertise, and valuable insights to support the participants. In the Ideathon, five teams competed to create and present outstanding ideas with high potentials to improve our business. The Hackathon took place one week after the Ideathon, where the teams of the three winning ideas worked in cross-functional teams to develop minimum viable products in one day.

The Ideathon and Hackathon events not only drive our digital transformation by encouraging employee engagement and innovation, but also create a fun, collaborative atmosphere where everyone can contribute to our digital transformation. Our employees are the driving force that ensures we continuously improve the shopping experience for our customers, the satisfaction of our employees and the cooperation with our partners - the overall MediaMarktSaturn experience.
Mohammed Al Ghadban, Head of Digital Transformation in Finance

And the winner is: “Let’s Buy AI” Team. The team developed a custom, personalized dashboard with a GenAI chat interface to conveniently receive information about all accessible contract data from the indirect procurement area. They were even able to save results and provide visualization. The winning team was able to present a finished live solution at the end of the day. The next steps will include what-if analysis of such contract data. The goal is to make life easier for more than 150 employees. 

What is the initial target group for the “Let’s Buy AI” tool?

In the first phase, the focus will be on MediaMarktSaturn Technology employees, such as delivery leads and new team members in product teams, but also colleagues from controlling and managing directors. 
 

What exactly can you ask the tool? Some concrete examples:

What contracts do we have, please summarize the key dates.

What is the contract structure in my area and when do contracts end? How do they impact the current fiscal year (saving time and providing clear data)?

Contract analysis - please summarize the key points of a particular contract document for me.

What does it mean for the next fiscal year if each contract becomes 5% more expensive when it is renewed?

But the Finance Hackathon didn't end there. All ideas were added to the digital hub backlog, where ideas are parked and may be addressed again at a later date. Teams eager to continue developing their concepts will be supported by the Transformation and Digital Hub (TDH) team.

Tech Innovation Days 2024: spotlight on creativity and innovation

Under the motto "create the change you want", the Tech Innovation Days 2024 once again demonstrated that MediaMarktSaturn is a hotspot for creative minds and innovative ideas - and above all: that it doesn't just stop at ideas, but that these can be developed into functioning prototypes in the shortest possible time. Five teams presented their prototypes to the jury on the big stage during the Tech Summit, our internal event with several hundred attendees, and were awarded on the same day. 

Congratulations to the winners!

1st place: HyperPersonalization 
The prototype provides a working solution to make the online shopping experience even more personalized and to focus on that content in the right place on our website.


2nd place: myMediaMarkt Adventure World
This solution focuses on the gamification approach and is designed to encourage customers to unlock prizes through a variety of games and become more engaged with the brand. 


3rd place: Sustainable Shopping
Sustainability is an integral part of our business and this prototype integrates it even more visibly and interactively into the online store, for example by visually displaying how much CO2 can be saved by making a more sustainable purchase or through a more sustainable delivery.
 

The five teams worked together across the company to bring their ideas to life in several phases. In the first phase, participants submitted innovation ideas and presented them to the judges. The ideas had to pay special attention to key areas such as personalization, resilience, omnichannel experiences, artificial intelligence, sustainability, gamification and accessibility to ensure that the technological solutions were not only advanced, but also delivered real value to our customers and our business.

From the 19 ideas presented, five teams were selected for the second phase to realize their visions in newly created design sprints. Working in a hybrid mode and with the support of business and technology experts, they developed their projects into working prototypes. To do this, the idea generators enlisted the support of other colleagues from across the company to bring together a wide range of perspectives and skills. At the Tech Summit, the five teams presented their results and wowed attendees with the potential of the solutions they had developed in such a short time.

So what's next? The plan is not to stop at ideas and prototypes, as the Tech Summit made it clear that the solutions presented have great potential. All five ideas from the Innovation Days will be matched with appropriate sponsors from the technology and business communities who will help the teams move the idea forward.
 

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MediaMarktSaturn and Dishbrain launch first award for artificial intelligence in the user sector

MediaMarktSaturn

MediaMarktSaturn and Dishbrain launch first award for artificial intelligence in the user sector

Together with Dishbrain, MediaMarktSaturn is setting an example for the broad application of artificial intelligence in everyday life and is presenting a new award. Innovative AI entrepreneurs - from small SMEs to school classes - can apply in six categories. The focus is always on solutions that make everyday life better.

MediaMarktSaturn and the AI hub Dishbrain are taking off with the introduction of the "Dishbrain Awards". Unlike previous awards, the new award focuses for the first time on practical benefits as well as intelligent and user-friendly AI solutions for end consumers and small and medium-sized enterprises. Prizes will be awarded for ideas and application examples that make everyday life easier, more efficient and more cost-effective and solve complex problems. The application phase begins in fall 2024.

"MediaMarktSaturn has been supporting customers with technical innovations for over 40 years. It is therefore our duty to show them which AI solutions make sense for them and how they can positively change their lives. We want to help ensure that the use of AI applications progresses quickly and becomes a natural part of everyone's life. With the Dishbrain Award, we not only want to honor outstanding innovations, but also create a platform for new ideas and exchange," says Dr. Karsten Wildberger, CEO of MediaMarktSaturn. 

Six awards for AI entrepreneurs

The Dishbrain Award provides an opportunity to spotlight outstanding projects and applications of artificial intelligence in the business world and private life. In contrast to other awards, which focus on professionals and large companies, the award concentrates on users and small and medium-sized enterprises.

Companies and private idea providers are invited to submit their innovative solutions and successes for the following categories:

Award

 Description

Dishbrain - Medium-sized business

Award for medium-sized companies that have successfully integrated AI into their processes.

Dishbrain - Research & Development

Award for researchers and developers who have broken new ground with AI.

Dishbrain - Sustainability

Award for projects that use AI to promote sustainability.

Dishbrain - Customer service

Award for the best use of AI in customer service.

Dishbrain - Everyday

Award for people or projects that use AI innovatively and effectively in everyday life.

Dishbrain - Health & Fitness

Award for health promotion through the use of AI.

Further details can be found here on LINKEDIN. The application phase starts in fall 2024.

The Dishbrain Award celebrates the creativity, progress and possibilities offered by AI. The award presents simple but ingenious applications that can already increase productivity and make everyday life easier.
"We also present visionary projects that show the way forward for small and medium-sized enterprises and help them prepare for future developments. At Dishbrain, we understand the importance of this connection - it's already embedded in our name. Dishbrain symbolizes the fusion of old-fashioned communication technology (Dish) with advanced intelligence (Brain) to create a new dimension of thinking and acting," emphasizes Michael Caudera, Managing Director of Dishbrain.

The collaboration between Dishbrain and MediaMarktSaturn is based on the common goal of facilitating access to modern technology and optimally reaching and supporting a broad target group. Dishbrain brings a valuable network of contacts in the AI field and new ideas, while Europe's leading electronics retailer MediaMarktSaturn uses its experience and reach to make the innovative approaches to artificial intelligence accessible to a wider audience. The award aims to gradually establish itself as the leading prize for AI applications and build a community that shapes the future together.

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How technology can be experienced through different store formats

MediaMarktSaturn

Shopping experience at MediaMarktSaturn

How technology can be experienced through different store formats

MediaMarktSaturn is transforming itself from the pure product provider of the past into a customer-centric omnichannel service platform. The company, which operates in 11 European countries, is aligning all of its decisions with the needs of its customers. The shopping experience is constantly being improved on all channels - in-store, online and in the app. This is why MediaMarktSaturn continues to invest heavily in its brick-and-mortar stores. They should be places of experience, always where our customers need us. To this end, the stores are being continuously modernized and four core formats have been rolled out in all countries over the past few years: Lighthouse, Xpress, Smart and Core. Wherever possible and promising, new concepts such as a Mobility Store or Space as a Service offerings are being tested.

The goal is clear: a modern shopping experience for our customers across all channels. Omnichannel, the networking of online and offline channels, is MediaMarktSaturn's great strength, as is the focus on the customer and their needs. The company's motto is: the right format in the right place in order to be even closer to the customer and respond more individually to their needs. The stores and personal advice are MediaMarktSaturn's ace up its sleeve compared to its major competitors. MediaMarktSaturn also offers its partners unique opportunities to present their products. The Lighthouse, Core, Smart and Xpress store formats are being continuously developed and rolled out step by step in all countries; the second Lighthouse in Austria recently opened in Graz.
 

Lighthouse - The lighthouse for "experiencing electronics"

The Lighthouse stores are the places where customers can experience the latest technology up close and in a special way - be it in our European TechVillages or in the two Xperion stores in Germany. They are located in prominent shopping locations in major cities and are characterized by an eye-catching facade and a unique interior layout. 

The TechVillages are set up like a small city of their own: in the center are product presentations and special experience areas to try out the latest gadgets. In the surrounding boutiques, the best-known technology brands present themselves completely in their own branding and design of the area and show their latest product releases there. 

The Xperion stores, on the other hand, are e-sports and technology experience worlds where fans of the gaming scene and technology enthusiasts get their money's worth. In addition to freely available gaming areas, the Xperion concept is characterized by a large arena for live events and direct networking via social channels. 

By the 2025/26 financial year, there will be around 20 Lighthouse stores throughout Europe. There are currently ten Lighthouse stores in Germany (2x Berlin as TechVillage and Xperion, Cologne as Xperion), Italy (Milan, Rome), Spain (Madrid), the Netherlands (Rotterdam), Austria (Vienna, Graz) and Turkey (Istanbul). This year in July, the latest TechVillage opened in Graz, and in September Germany will also have its second TechVillage in Hamburg.
 

Lighthouse

MediaMarktSaturn opens Germany's first TechVillage in Berlin

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New gaming area in Berlin

Xperion world of experience opens at Saturn on Alexanderplatz

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Core - the heart of the brick-and-mortar stores

The core format is the standard format for stationary stores. Most stores in all countries are set up in this format. The focus is on the presentation of an extensive product range, service and experience - customers should be able to experience electronics. This is why there are special experience zones dedicated to trend topics such as electromobility or gaming, inviting customers to try out the various products. 

With the new 'Entrance Statement', the experience begins at the entrance: the customer is greeted by a carefully selected product presentation and, for example, an impressive television, while decorative architectural elements round off the first impression at the entrance. At the same time, the sales area is visually separated from the online pick-up or checkout area. In addition, the company's own color code is reinterpreted in the current Look&Feel concept and the products are presented with the help of a new, more sustainable modular furniture system. Currently, around 50% of all stores have been modernized. The aim is to reach 90% by the 2025/26 financial year.
 

MediaMarktSaturn continues further development of store portfolio

First store in Xpress format in Germany and upgrade of Core format in Italy

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MediaMarktSaturn facts and figures

In terms of revenue, sales area and headcount, the MediaMarktSaturn Retail Group is Europe’s leading consumer electronics retailer and provider of related services. Our integrated online and fixed-location offerings reach millions of customers every day.

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Xpress - convenience and simplicity

Combining the necessary technology purchases quickly and conveniently with the weekly shop: This is the idea behind Xpress stores. They can therefore be found in urban and suburban regions, either as stand-alone stores or within a hypermarket. Here, customers experience the full MediaMarkt customer experience with a focused product range geared to local customer needs. 

This format was developed and first introduced in Hungary. The focus here is on rural areas and is already in use almost 20 times in cooperation with partner Tesco. In Poland, three Xpress stores opened in Leszno, Rumia and Suwałki in June and July 2024. This format is also being rolled out further in Austria, for example in Gmunden and Fürstenfeld. At the beginning of 2024, MediaMarkt BeNeLux opened the first Xpress store in Belgium in Wijnegem, near Antwerp, and the concept has also recently been introduced in Italy and is being rolled out further with partner Bennet. The development and success of this format ultimately also formed the basis for the acquisition of 20 former Melectronics locations in Switzerland.
 

Smart - Services around the corner

Forgot your headphones on the way to work? Quickly pick up your online order at the store around the corner? Have your smartphone fitted with a new protective cover? All this and more is possible in the Smart stores. They are located in urban areas, with a smaller product range and space, but with optimal omnichannel integration. The focus is on offering services and the collection of items ordered online. In Italy, the first smart stores were introduced in Rome, Turin and Varese, for example. Since then, the format has been rolled out continuously, and MediaWorld Italy has already opened its second smart store in the capital Rome this year. Work is also underway to implement this store format in other countries. 
 

In addition to these standard formats, MediaMarktSaturn also continues to make its mark with other store concepts: 

Mobility Store in BeNeLux

MediaMarkt BeNeLux has opened an "Urban Mobility Store" in Antwerp that focuses on sustainable urban mobility. Customers will find a wide selection of lightweight electric mobility devices such as e-scooters, e-skateboards, unicycles, e-bikes and fatbikes. 

 

>>LinkedIn Post

MediaMarktSaturn tests pop-up store in Tübingen on the subject of sustainability

Experience technology more sustainably.

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Space-as-a-Service store offering with fitness equipment in Berlin

In the Tech Village at Alexanderplatz in Berlin, customers were able to physically experience Marketplace products for the first time in a pilot project. In this pilot project, a fitness equipment provider used around 22 square meters of exhibition space. The Space-as-a-Service offerings for partners are now being rolled out further across the board so that Marketplace sellers have the opportunity to take advantage of MediaMarktSaturn's omnichannel retailer status and its broad network of brick-and-mortar stores.

 

 

New opening of MediaMarkt Augsburg

All new after remodeling: With immediate effect with integrated kitchen studio from XXXLutz.

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Sustainability pop-up stores 

In Tübingen in Germany, there is a MediaMarktSaturn pop-up store on the subject of sustainability. The concept store combines the Marketplace, a sustainable product range and refurbishment, bringing them from the online world to the sales floor for the first time.

 

 

 

 

 

Space-as-a-Service

MediaMarktSaturn tests offer for Marketplace sellers in Germany.

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MediaMarkt Augsburg with integrated XXXLutz kitchen studio:

The converted MediaMarkt store in Augsburg-Oberhausen has an integrated kitchen studio with show kitchens from XXXLutz. Around 15 kitchens in various price ranges are on display across 300 square meters. Customers benefit from comprehensive advice and can explore both the kitchens on display and the entire XXXLutz kitchen range. MediaMarkt has also entered into a cooperation with the partner in Landshut.

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