M.Video is the largest Russian consumer electronic retail chain by revenue. It has 542 stores in over 150 cities. M.Video is becoming a universal retailer in the household appliances and electronics sector, providing excellent customer experience, premium service and new products from leading electronics brands. The M.Video brand is meant to deliver a unique form of emotional engagement and to provide customers with an attractive offer while conveying the benefits associated with long-term loyalty.

A global leader in the specialty coffee and espresso category, it is known for superior Italian design and breakthrough technology. De’Longhi is present in over 123 countries and creates products in three main categories: espresso, specialty cooking and home comfort. After more than a century of perfecting its products, De’Longhi remains committed to creating innovations that bring convenience and style into every customers’ homes; making the everyday better.

De’Longhi is well-known for superior quality in the espresso and specialty coffee categories, so it’s important for the brand to be an expert even in a multi-brand store. But it’s quite a difficult task, because even the best shop assistants in such stores cannot also be the top-experts on a specific brand or know all the small details of niche or specialized products. So De’Longhi wondered: how can it satisfy passionate coffee enthusiasts without having their own brand ambassadors at the multi-brand store?

De’Longhi and M.Video collaborated in finding a new, unusual solution for its customers. They placed QR codes on the instore materials near De’Longhi products so that M.Video customers could be directly connected via eyezon on-demand live streaming with the brand’s consultants in the showroom. De’Longhi representatives offered personalized and detailed reviews of the products, answered specific questions, and helped customers make the best weighted purchase decisions. Customers get a highly qualified consultation about the products that totally match with the Delonghi brand image. 

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Placing QR codes in a physical multi-brand store has allowed De’Longhi to increase the number of incoming requests for live streams, have direct access to more customers, and provide a superior service even in places where brand consultants could not be physically present. For M.Video it was a win-win situation as well, as it cleared time for its sales staff to work with clients interested in other brands, and also led to more satisfied and happy coffee enthusiasts who had a chance to have a devoted conversation with the De’Longhi experts.