'How I stole great customer service - with pride!' | Lisa Ekström | TEDxLundUniversity

Imagine that your company's life indicator is running low. You need extra life. What if you could steal life, or rather, steal - or borrow - someone else's life hack to increase productivity and efficiency. Lisa Ekström, the founder of the Swedish company Kamoja knows how to steal. “Kamoj” means to borrow, or snitch, in Thai. By putting an “a” at the end, Lisa turned it into a Swedish verb as in borrowing an idea or a good story to take someone else’s success story - or life hack - to make yourself succeed. And that's what she did when she stole her way to excellent Customer Service at Scandinavian Airlines.
Lisa Ekström has over 20 years of experience in sales management and customer relations. She also has documented experience from highly successful change management projects. In 2007 she won “Framgångsstipendiet” - a price awarded to someone that has shown documented and extraordinary leadership results in Sweden. Lisa did so when turning SAS Customer Relations into a core asset for improving the way the company went about its business. Lisa was selected Speaker of the year 2014 by P&P, and she is a very charismatic individual with vast experience that she shares in a very inspirational way. Facts are combined with anecdotes and laughter leaving no one untouched.
This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at ted.com/tedx

[@chakibmasmoud2691]

I made customer service my job since 1996, and reached the same result since last decade, I am so happy to share that I launched with my company the idea of rewarding the best satisfied customer, a cake, a chocolate, a home perfume inviting to Dinner on a boat,... and yes achieved a world class 1st rank several times by independent survey, except I didn't handle the internal jealousy. But I could not make my understanding in word and you made it, thank you.

[@patriciaaragonseron]

One of the best Ted Talks I've seen. Inspiring!!!!

[@rolveger]

Honest and courageous. Very inspiring. Great that you were able to overcome resistance, negativity and hurdles to bring customer service to a higher level.

[@unmiss-com]

I love watching successful people, I learn a lot from them

[@ruthnanfuka6536]

I love listening to people who think positively. You made me feel like spreading my wings to fly again.

[@jamesduff6937]

She is blond and hot (had to get that off my chest). But she has turned old and accepted theories on their head. Muddled customer service attitudes can be now seen with new perspectives. Well done, top notch speech.

[@gps1662]

I feel freebies etc. to Happy Customers is good enough only upto a point ! Ideally, if we want to achieve organisational wide service excellence , the perfect service handling in this case should have extended to identifying which staff made it happen and then making them heroes within the organisation !! Sharing of this exceptional case across all staff would also lead to more people trying to emulate it - making the organisation more service focussed !

[@jamesduff6937]

I completely agree. great point.

[@ulrikanyback]

I will "kamoja" your energy and drive Lisa! Great talk, you truly inspire!

[@birgittasjostrand8163]

Excellent speech! We all need to kamoja different things from others. Well done Lisa!

[@nanasloves]

Thank you for sharing your experience! Your talk was inspirational, I love the idea of looking for how to gain lives/life, because it really does. 💕

[@prathvirajsharanappa3965]

Difficult is fun

[@robertegan326]

I'm So HaPPy you are HaPPy deeeeeeeeee

[@geh8479]

I have never met a 7yo interested in giving advice on business strategies to his/her parents. Is it an added element to seem more human and therefore relatable?
The reference to videogames also seems a bit forced, specially the concept of an "extra-life", like a stretch to try to reach younger audience (commonly seen taking entry level Customer Service positions) so I understand why it seemed appropriate, but it just feels fake.
I was directed to this video as part of a training, so I see how the topic is relevant, and I agree with the general idea of focusing on the positives, but it doesn't seem as it is going to solve many of the other issues listed.

[@praktisktethos8775]

Great comment. Had the feeling and you provided the words

[@waikinyu955]

I think it’s nice to solve it. I am sorry but I don’t think it’s fun.

[@movocode]

I hope nobody here is Indian (or knows Hindi 🤣)

[@Blas_Mar]

Wtf 😂