The CEO of Ceconomy, which owns MediaMarkt and Saturn, acknowledged the necessity for improved service in their operations. He highlighted that there is still significant untapped potential, particularly in their delivery services, which could enhance customer satisfaction and retention. This comes as they adapt to changing market dynamics under the guidance of their new Chinese owners, who are expected to bring fresh perspectives and approaches to the business.

In an anecdote, the CEO shared a personal story involving his parents, who were surprised to learn that they could have their kitchen appliance delivered by Saturn, despite being longtime customers. This reflects a broader issue within the company regarding brand visibility and recognition among consumers for specific services like delivery. The disconnect between customer expectations and service reality signals a need for strategic improvements in how MediaMarkt and Saturn position themselves in the market.

With the increasing competition from local retailers and other electronics markets, Ceconomy is under pressure to ensure that their brands do not become overshadowed. Investing in better service infrastructure and marketing will be crucial for them to fully realize their capabilities and secure their place in a competitive landscape, while still maintaining their dual brand identity which they plan to uphold in the future.