Moments of Trust: When trust becomes a competitive advantage

Remko Rijnders, there is a German proverb that says: ‘Retail means change’. To what extent does this apply to MediaMarktSaturn?

Three years ago, we opened a new chapter with our Experience Electronics strategy. Since then, we’ve been making great strides, transforming ourselves into a genuine omnichannel service platform. We’re evolving rapidly, whilst remaining true to our DNA: we make technology accessible to people and support them with advice, service and genuine closeness. The customer is at the heart of everything we do. This customer relationship is our major competitive advantage. Our 50,000 colleagues work every day to create a unique customer experience – and that is precisely what we are building on.

What is at the heart of this strategy?

Our strategy is a logical evolution of the approach that has been steering us in the right direction for the past three years: in an increasingly complex world, people need guidance. That is why we aim to create ‘Moments of Trust’ in every interaction with our customers – online, in-store and throughout the entire product lifecycle. To achieve this, we combine the best of both worlds: intelligent digital solutions and personalised advice from our staff. AI is becoming increasingly important in this regard. But it does not replace our teams – it helps us to be even more relevant, more personalised and better able to serve our customers.

Where does MediaMarktSaturn aim to be in the coming years?

We want to become Europe’s most trusted retailer for consumer electronics. To this end, we are making targeted investments in our stores, digital innovations, services and personalised customer engagement. We want to play an active role in shaping the future of retail. Growth does not come about solely through higher financial success, but through long-term customer relationships. When we build trust in every customer interaction, we foster loyalty, sustainable growth and genuine added value – for our customers as well as for our company. That is what ‘Moments of Trust’ stands for.

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