#31 From Gratitude to Trust: Nurturing genuine connections and delight in Customer Experience with Avi Liran

CX Leadership Talks

In this episode of CX Leadership Talks, host Nienke Bloem and guest Avi Liran delve into the significance of empathy, gratitude, and creating genuine connections in customer experience and leadership.

Avi shares insights on the neuroscience behind delighting others, emphasizing its impact on trust, business success, and profitability. The conversation explores the importance of authentic appreciation, personal gestures, and creating delight in customer interactions.

Additionally, they discuss the implications of cultural sensitivity in gift-giving, the impact of fairness and respect on customer loyalty, and the empowerment of employees through delightful company culture. The episode also addresses the challenge of delivering delight in difficult circumstances and emphasizes the need for leaders to prioritize genuine connections with customers.

Join Nienke and Avi for this enriching episode and let Avi's wisdom inspire you to lead with empathy and create genuine delight in your customer interactions.

About Avi Liran (visit his LinkedIn profile here)

Traveling the world on a mission to delight one person, one workplace at a time. Learning and researching about creating positive and happier cultures to foster delightful employee experiences, thereby retaining, engaging and empowering them to in turn, deliver delightful customer experiences. Avi's keynote talks seek to inspire audiences while his training programs aim to help organisations make delightful transformations.
With over 20 years of leadership in the corporate world (as a former diplomat trade commissioner and venture capital entrepreneur), Avi shares on stage real life experiences, case studies, stories and original thought provoking recipes that are easy to learn but sure to make an astounding impact.
Timestamped overview

00:00 Finding purpose requires values, especially respect and fairness.

03:51 Mistake with booking bungalows, intern's error.

08:28 Delighting others triggers neuroscience rewards, leading to connection.

12:13 Father's sudden death changes perspective on life.

17:20 Contribution adds value, giving is what's wanted.

19:32 Unusual toilet paper Christmas gift creates laughter.

22:55 Busy, but let's chat over coffee later.

24:55 Belgium hospitals discover "mango moments" impact.

30:53 Beggar is a person putting stuff in bag.

32:48 Showing appreciation creates VIP status at restaurants.

37:11 Banks and relationships depend on offering support.

38:13 Be there for people, rebuild relationships, add value.

42:22 Powerful words to enhance communication impact.

46:01 Practice empathy, show gratitude, lead authentically.