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.

1. BUILDING PAYMENTS
CUSTOMER FIRST
@yuvalsamet, CIO, Klarna
HOW TO MAKE GRANDMA HAPPY?

2. THE POWER OF
PERCEPTION

3. WHAT WOULD
MAHATMA GANDHI SAY?

4. “Happiness is when what you
think, what you say, and what
you do are in harmony.”
Mahatma Gandhi

5. EMPATHY

6. FEEDBACK

7. TIMING

8. MAKING GRANDMAS HAPPY SINCE 2005…

9. BUYING EXPERIENCES
powered by KLARNA

10. KLARNA IS A
NO BULLSHIT
COMPANY

11. “No one will get stuck at
the gate”
Sebastian, a few years ago

12. MEET RETAILERS!
CO LISTEN IN SERVICE
CENTER!

13. A LOCAL AND PERSONALIZED
BUYING EXPERIENCE
EVERYWHERE!

14. EVERYBODY TALKS ABOUT
PERSONALIZATION…

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. EMPATHY
EFFECTIVE FEEDBACK
LOOP
RELEVANT TIMING

17. WHAT PROBLEM ARE YOU SOLVING?
WHAT RESULT WILL SHE APPRECIATE?

18. HOW TO ORGANIZE?
AUTONOMOUS TEAMS
DRIVEN BY OUTCOME
OPTIMIZE FOR WHAT
CUSTOMERS VALUE

19. HOW TO DISCOVER?
REFERENCE
CUSTOMERS
USABILITY
TESTING
TEST AND LEARN
THROUGH DATA
DEMOCRATIZE
IDEATION

20. HOW TO BEHAVE?
KNOW YOUR
CUSTOMERS
GENUINELY CARE
ABOUT THEIR
HAPPINESS
BE
GENEROUS

21. BUILDING PAYMENTS
CUSTOMER FIRST IS
CULTURE!