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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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If you believe that customer experience is the heart of business success, this newsletter is for YOU, 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:
From Zero to Hero: How Service Desk Became the Heartbeat of the Hospital
In one of the organizations I ran, I inherited a Service Desk that was, quite frankly, poorly regarded. Seen as a “helpless desk,” the team handled little more than password resets, lacking the tools or access to tackle more complex issues. Departments frequently bypassed them, preferring to call for in-person support, and barely offered enough information over the phone for the team to be effective. It was a cycle that made it impossible for them to grow, improve, or earn the trust they needed.
Then it hit me—what if I took them out of their seats and immersed them in the business they supported? So we organized four days of structured “business tours,” ejecting each Service Desk analyst from their comfort zone and sending them to meet the faces behind the voices, to learn the ins and outs of our hospital’s departments. Each day, a relationship manager from IT accompanied an analyst to various departments, introducing them to department heads across radiology, pharmacy, operations, ICU, labor and delivery, and more.
These tours were monumental. Over those four days, each analyst got a first-hand look at the magnitude of hospital operations, the stakes involved, and the pivotal role they played in keeping things running smoothly. They built personal connections with department leaders, who shared the realities of their work and why it mattered. And for the analysts, it was transformative.
They came back to the Service Desk charged up, buzzing with stories and insights from
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their tours, excited to share the “aha” moments they had—and, as a nice bonus, having lost a few pounds!
Since each analyst went solo, they had the undivided attention of department leaders who valued being part of their learning journey. This, in turn, helped our team connect the dots to what was truly important to the business. Calls were no longer “just tickets”; they became lifelines connecting our team to the needs of caregivers who relied on us to deliver care with precision and empathy.
Within two quarters, the results spoke for themselves: first-level resolution (FLR) rates skyrocketed, ticket quality improved, and—most importantly—customer satisfaction surged. The morale of our team shifted completely, and we moved from being “the problem” to a vital part of the solution. Our culture transformed to one of customer-centricity, rooted in a commitment to meet and exceed the needs of each caller, every time.
These touchpoints became “moments of truth,” and the team set a new standard—they wanted each moment to be a hero moment, not a zero moment. This shift wasn’t just about better metrics; it was about cultivating empathy, understanding first, gaining trust, and then earning respect. We turned zero moments into hero moments, and in doing so, changed our culture and ourselves.
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Get Out of the Office (or the Inbox!)
When building trust and understanding with business partners, nothing beats firsthand experience. Here are ideas on how to do this:
- Set up a “walk in their shoes” day to truly understand the work your team supports.
- Spend time in the departments you serve—ask questions, observe challenges, and take note of the details that make a difference. These personal connections build trust, expand knowledge, and deepen empathy.
- Take ideas shared and implement them where they make sense, but with urgency.
Not only does this help your team improve their service, but it also opens doors for new insights and relationships that can last well beyond the initial interaction.
In business, trust is earned through action and connection—start by stepping into their world.
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3 Truths You need to Hear- From Mel Robbins |  | |
I've shared how I've been taking my routine to the next level, adding a morning walk at 6:30 am. I also listen to a different podcast every morning, dedicating specific ones for specific days (to make sure I don't miss them.)
Monday mornings are for Mel- Mel Robbins, that is. She's something else! An author, a motivational speaker, and yes, my friend Mel. Thanks to Mel, I now look forward to Monday mornings because of the massive dose of inspiration, encouragement and hope that she gives me.
Yesterday's episode was one of my favorites yet, it was about the 3 lies we tell ourselves and how to replace them with 3 truths. I already knew how my mindset had shifted over this last year, but the way Mel puts it into words, bringing experts into each section is nothing short of magic. I needed to hear her so I can share this with someone I met with early the next morning, and hopefully it resonated with her like it did with me. Now I'm sharing it with you!
Take a Listen! This may just change everything, or just some things.
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Inspirational Podcast!
Join Mel Reyes and I as we engage in his Elite Leadership livestream, next Tuesday, November 12th @4 pm EST.
This interview will be completely real, no scripting, rehearsing, just unadulterated truth.
I'll share my journey, finding my Nirvana, and just life lessons along that path.
Text Link
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Livestream info
Date/Time: Tuesday, 11/12/24, 4 pm EST
URL to join (on Tuesday):
https://www.linkedin.com/events/eliteleadership-findingyournirv7259371060028923904/theater/
I simply love Mel's hashtags! #LetsGo #motivation
#AllDayEveryDay #NoExcuses #leadership
See you there!
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Inspiration Corner
Bread and Beyond: Lessons from My Sourdough Journey
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Ahhhh....Bread. Just the thought of it makes me happy, but it hasn’t always made my stomach feel good with all those additives and preservatives. That is, until I discovered the wonders of sourdough!
During my health transformation in 2020, I learned how crucial gut health is and how much it’s affected by what we eat—especially flour, rice, salt and sugar. After losing my gallbladder in 2015, I’d already modified my diet, but bread was something I simply couldn’t give up. So, I decided to change the type of bread I ate.
Sourdough became my solution. I searched everywhere for fresh, additive-free loaves, and when I found them, the difference was immediate—no bloating, no pain, just delicious, easy-to-digest bread. Naturally, my next step was to learn how to make it myself. Doesn't that sound like a logical thing to you???
Starting a sourdough journey taught me more than just baking. It taught me that ingredients matter (yes, you need unbleached "bread" flour), timing is everything (never start when you’re exhausted), precision is key (weighing each ingredient matters), patience is an essential ingredient (you’ll fail a few times), and trusting in the process is everything (it’s magic when it finally works).
I never thought sourdough baking would be part of my life, but it’s brought so much joy to my family and me. Now that I’ve cracked the code, I see it as one of my biggest growth lessons this year.
Sometimes, the simplest things can teach us the most. Start where you are, trust the process, and watch what unfolds. And if you need tips on sourdough, I got you!
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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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