La transition multi-canale chez Media Markt pour une expérience client améliorée

1. Tour & Taxi, Brussels
March 16th, 2016

2. Media Markt case
How does the largest consumer electronics
retailer manage in this Omni-Channel context to
enhance its customers’ experience?

3. Our History – Starting in 1979

4. European Expansion
1990 1991 1994 1997
1998
1999
2002 – Launch in Belgium
2005
2007

5. Our Company - Media Markt is #1 in Europe
In Europe:
- leader in Consumer Electronics
- present in 14 countries since 1979
- with more than 1000 stores up to 10,000 m²
- and a traffic exceeding 300 millions persons
In Belgium:
- with 24 Stores since 2002
- with + 1,600 employees
- a web shop launched in 2013 and already part of
of the the top 10 e-Commerce shops in 2015

6. Our Philosophy
Innovative Products
Consistent Service Orientation
Decentralized Corporate Structure
People are the Key
Omni Channel is the name of the game

7. Our Omni Channel Framework
Organisation and Culture aligned around an omni-channel future
Product Content Channels Service Marketing
Data & Analytics
Customer centric approach
Organization and Culture aligned around an omni-channel future
2015 slide

8. Level 1: Omni-Channel level
Level 0: Traditional Retail
ALL
TIME
1 WAY
2015 slide
Our Achievement

9. The new Opportunities
How to leverage on our company assets
to provide a better customer experience?

10. The Electronic Shelf Labeling
• What is it?
• Transparency
(anytime, anywhere)
• Every day low price
(dynamic, flexible)
• Seamless experience

11. Online vs Omni-Channel
Selling Servicing
VS.

12. Services

13. Pick-up your product in store
• Order Online & Pick-
up when convenient
• Reservation of the
product & Speed to
pick it up
• Advice & Cross-selling

14. Many other initiatives

15. Tablet in Stores

16. Conclusion
• An Omni-Channel retail proposition
brings higher value to customers
• Each retailer has to find its own recipe