Welcome

to Two-Cents Tuesdays...

all about the CX Journey and turning your moments of truth with customers from Zeros to Heroes

Let’s make CX your differentiator...together we can get to the WOW experience!

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.

CX Storytime: A Moment of Truth- Citibank Turns My Misfortune into a Hero Moment!

You know how we're always looking for shortcuts in life? Well, I pulled off a brilliantly dumb one: I bought a snap-on wallet for my phone, just big enough for my driver's license and one credit card—simple, right?

Until the inevitable happened. The snap-on fell off, taking my license and credit card with it. Cue the sinking feeling. After hours of searching and checking my bank for suspicious activity (thankfully, none), I dreaded the hassle of canceling my card.

But Citibank surprised me! When I called their hotline, it was smart—like, really smart. It walked me through recent transactions, gave me the option to freeze the card or replace it, and offered overnight shipping for the replacement—all automated, in under two minutes!

To top it off, the system ended with: "Sorry you're having a bad day. We hope it gets better soon." Sure, it was a machine, but it felt human.

Kudos to Citibank for nailing it!

My Two Cents: It's always worth scripting meaningful use cases into your automation. It saves time, money, and—most importantly—makes customers like me happy. We want simple, we want easy!

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TIP of the Week

Whether you're leading a service operation or providing direct service, the key is to listen first, act second. Here's how to make that count:

Repeat back: Take 30 seconds to confirm details (like a phone number or name). This small step can save hours of frustration.
Confirm expectations: Make sure you're both clear on what needs to be done and when.
Address challenges upfront: If you foresee any issues, share them right away and offer alternatives. Meet the customer halfway when possible.

Remember: Repeat, Confirm, and be Transparent for a smooth, stress-free service!

My Latest Article

Last week, I published my latest article on Linkedin, titled:

Quality Over Quantity- How One Misstep Can Tank Your CX Game. If you missed it, here's another chance to check it out. This article unpacks how a small mistake in one step can spiral into a big mess, and quickly. Hence my tip of the week, Listen first!

Inspiration Corner

I LOVE this time of the year, just as much as I love spring. As a gardener, sowing the earth, planting seeds, and watering all year, finally getting to harvest what's left is an AMAZING experience. I'm blessed to have had a good amount of fresh produce, especially herbs and berries! I learned to do more pickling and canning this year, elongating the enjoyment season a bit beyond summer. Who can resist peach preserves in the middle of winter!

Enjoying the various Hydrangeas as they explode with vibrant colors, showing off their beauty. Now's the time to cut and enjoy them, sprinkling them around the house, feasting your eyes on their beauty. I make a bouquet a week, of whatever is in bloom. Montauk Daisies are up next!

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.

More about Norvana

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!

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.

Norvana LLC. | Contact Us: Nora@Noraosman.com | 917-399-4474