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Welcome
to Two-Cents Tuesdays...
all about the CX Journey and turning your moments of truth with customers from Zeros to Heroes!
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Let’s make CX your differentiator...together we can get to the WOW experience! | |
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This newsletter is for YOU, if you believe that customer experience is the heart of business success. It's also for you if you enjoy fun ways of learning, sharing knowledge, and love a laugh.
My 2 Cents: In every interaction, your brand leaves an impression. So I’m here to help you make sure it’s the right one. With actionable tips, insights, and real-world examples, Two-cents Tuesdays will inspire you to think differently about customer experience—showing you how small changes can lead to big impact.
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CX Storytime: A Moment of Truth- Zappos: the perpetual Hero, More Than Just Shoes
Zappos isn't just about selling shoes—it's about delivering happiness. One customer called to return shoes for her late husband and mentioned the loss in passing. Days later, she received a bouquet of flowers and a heartfelt note from the Zappos team. The gesture wasn’t about a transaction; it was about connection. Zappos’ approach shows that sometimes, real success in customer experience is about listening and caring, even when it’s unexpected.
My Two Cents: Customer experience isn’t just about solving problems—it’s about creating moments that matter. A little extra care goes a long way. Take a page from Zappos: Listen, connect, and show your customers that they’re more than just a sale. It’s those personal touches that keep us coming back.
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Whether you're selling shoes or providing tech support, genuine customer care can set you apart. Here’s how to create those moments that matter:
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Listen actively: Take a few extra seconds to truly hear what the customer is saying, beyond just the transaction.
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Add a personal touch: Whether it’s a note, a follow-up, or a simple gesture, show that you care about the person, not just the issue.
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Go the extra mile: Surprise your customer with something unexpected, even if it’s small—it leaves a lasting impression.
Remember: Listen, Personalize, and Surprise for loyal, happy customers!
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"Your mind is a garden, your thoughts are the seeds, you can plant flowers or you can plant weeds."
Just adore these lovely Montauk Daisies whose long, sturdy green stems started poking through the planters back in March, waiting for the most perfect of times to burst into action, fall. When I initially planted these a few years ago, I had no idea how massive they would get, nor how much they would overtake the garden! When everything else around us is in the gold, orange, red and brown hues, these bring a. fresh pop of color! They keep me waiting all year for them, and for good reason.
Our minds can play tricks on us, fooling us into believing the worst and losing hope. Having a gardener's mindset helps plant seeds of possibility. And with proper sowing, watering and pruning, we get to enjoy magnificent beauty.
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ADVISORY SERVICES
By the way, Norvana is here to help you and other companies who want to curate an excellent customer experience, with each and every moment of truth. Whether it is designing different experience channels (portals, chatbot, email, phone) or ironing out wrinkles in the processes, we're there for you. And most of all, we're there for the PEOPLE part, with skills assessments, mentoring /coaching, and organizational change management for you along that long journey on CX.
Click case studies to learn of successful CX implementations delivered.
Click testimonials to hear how customers experienced this journey.
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Let's chat! Book a call/meeting with Nora and explore the possibilities! | |
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COACHING
Whether you're on a corporate or individual journey of transformation, let us help you get there with grace! Norvana offers practical leadership coaching to help you get clarity and consistency in your approach to growth. Work with Nora on developing your personal strategy, with her by your side as an accountability partner!
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SPEAKING
Need more inspiration? Hire Nora to deliver an awesome keynote or motivational speech to your group or corporate team. Nora knows how to simplify the most complex concepts and delivers ideas in ways that resonate with your audience.
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Norvana LLC. | Contact Us: Nora@Noraosman.com | 917-399-4474 |
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