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Slush 2015 - buildling payments customer first

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Or... How to make grandma happy?

I had a fun opportunity to talk in Slush2015 about how we at Klarna are passionate about making our customer happy, using empathy and effective feedback just in time.

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Slush 2015 - buildling payments customer first

  1. 1. BUILDING PAYMENTS CUSTOMER FIRST @yuvalsamet, CIO, Klarna HOW TO MAKE GRANDMA HAPPY?
  2. 2. THE POWER OF PERCEPTION
  3. 3. WHAT WOULD MAHATMA GANDHI SAY?
  4. 4. “Happiness is when what you think, what you say, and what you do are in harmony.” Mahatma Gandhi
  5. 5. EMPATHY
  6. 6. FEEDBACK
  7. 7. TIMING
  8. 8. MAKING GRANDMAS HAPPY SINCE 2005…
  9. 9. BUYING EXPERIENCES powered by KLARNA
  10. 10. KLARNA IS A NO BULLSHIT COMPANY
  11. 11. “No one will get stuck at the gate” Sebastian, a few years ago
  12. 12. MEET RETAILERS! CO LISTEN IN SERVICE CENTER!
  13. 13. A LOCAL AND PERSONALIZED BUYING EXPERIENCE EVERYWHERE!
  14. 14. EVERYBODY TALKS ABOUT PERSONALIZATION…
  15. 15. 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’ site Ok! 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!
  16. 16. EMPATHY EFFECTIVE FEEDBACK LOOP RELEVANT TIMING
  17. 17. WHAT PROBLEM ARE YOU SOLVING? WHAT RESULT WILL SHE APPRECIATE?
  18. 18. HOW TO ORGANIZE? AUTONOMOUS TEAMS DRIVEN BY OUTCOME OPTIMIZE FOR WHAT CUSTOMERS VALUE
  19. 19. HOW TO DISCOVER? REFERENCE CUSTOMERS USABILITY TESTING TEST AND LEARN THROUGH DATA DEMOCRATIZE IDEATION
  20. 20. HOW TO BEHAVE? KNOW YOUR CUSTOMERS GENUINELY CARE ABOUT THEIR HAPPINESS BE GENEROUS
  21. 21. BUILDING PAYMENTS CUSTOMER FIRST IS CULTURE!

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