Richard Blakeborough from Klarna presents " a generation of delight enthusiasts" and talks about all things client satisfaction and consumer needs. Klarna is is a Swedish bank that provides online financial services such as payment solutions for online storefronts, direct payments, post-purchase payments and more, working with companies such as ASOS and Missguided

3. New Loyalty
A Generation
Of Delight
Enthusiasts
Richard Blakeborough
Senior Commercial Manager

4. Loyalty
it’s not what it used to
be…
Experience
That’s changed too..

5. What is different?
Discount
Culture
Greater
Choice
Content
Consumption

6. 73% Vs 48%
Millennials Vs Gen Z who say they are
motivated by traditional Loyalty Programs
Nielson 2018
Brand Loyalty is Changing

7. So what’s the answer?
Shoppers
crave
Delight
36%of shoppers agree with
“what we’ve gained in convenience
we have now lost in experience”
Klarna 2019

8. What does Delight look like?

9. Who’s a
good shopper?
You
are...

11. Of Gen-Z customers come back
within a 12 month period.
Creating super-users (top 10%)
Driving purchase frequency -
retailers see an increase in
annual transaction frequency vs
card.
91%
… we had to change the definition of a super-user because of Gen Z!
The Power of Delight
100K +
Number of new users Klarna saw
per week over December in the
UK alone.
20.4%

12. Thanks for
listening
Stay
Smoooth