Post on 15-Apr-2017
BUILDING PAYMENTS CUSTOMER FIRST
@yuvalsamet, CIO, Klarna
HOW TO MAKE GRANDMA HAPPY?
THE POWER OF PERCEPTION
WHAT WOULD MAHATMA GANDHI SAY?
“Happiness is when what you think, what you say, and what
you do are in harmony.” Mahatma Gandhi
EMPATHY
FEEDBACK
TIMING
MAKING GRANDMAS HAPPY SINCE 2005…
BUYING EXPERIENCES powered by KLARNA
KLARNA IS A NO BULLSHIT
COMPANY
“No one will get stuck at the gate”
Sebastian, a few years ago
MEET RETAILERS!
CO LISTEN IN SERVICE CENTER!
A LOCAL AND PERSONALIZED BUYING EXPERIENCE
EVERYWHERE!
EVERYBODY TALKS ABOUT PERSONALIZATION…
Hello how can I help?I purchased an engagement ring, wanted to know it is on its way
I will pull out your order and connect you to OS to verify your shipping!
I can see your info in the system, it was picked up by OS
Are you specialized with rings?You can purchase with our checkout
system everything on OS’ siteOk! Are you married man?
Just got engaged…hehehe how much did you pay for the ring? I only got 121 USD, MAN I cant afford a 3k ring, I just did not want to feel like a piece of shit…
Just a few hundreds. I know what you mean, I felt the same way. I just
wanted to give her something nice and meaningful
I will refer you now to OS service…Thanks and congrats on your
engagement!
EMPATHY
EFFECTIVE FEEDBACK LOOP
RELEVANT TIMING
WHAT PROBLEM ARE YOU SOLVING?
WHAT RESULT WILL SHE APPRECIATE?
HOW TO ORGANIZE?
AUTONOMOUS TEAMS DRIVEN BY OUTCOME
OPTIMIZE FOR WHAT CUSTOMERS VALUE
HOW TO DISCOVER?
REFERENCE CUSTOMERS
USABILITY TESTING
TEST AND LEARN THROUGH DATA
DEMOCRATIZE IDEATION
HOW TO BEHAVE?
KNOW YOUR CUSTOMERS
GENUINELY CARE ABOUT THEIR HAPPINESS
BE GENEROUS
BUILDING PAYMENTS CUSTOMER FIRST IS
CULTURE!