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!