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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!

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


EXceptional CX Starts with EX –

The True Hero



We talk a lot about customer experience (CX)—the touchpoints, the ease, the delight factor—but what about Employee Experience (EX)? If CX is the engine, EX is the fuel. The best customer interactions don’t happen in a vacuum; they stem from employees who are empowered, equipped, and engaged.


The reality? EX isn't a "nice-to-have"—it's a business imperative.

🔹 Companies with highly engaged employees outperform competitors by 147% in earnings per share. [Gallup]

🔹 Organizations investing in EX see 4.2x higher average profit per employee. [Harvard Business Review]

🔹 Brands that prioritize EX see a 1.8x higher Net Promoter Score (NPS) [AIHR]



EX is the Hero Behind Great CX

Customers don’t just interact with a brand—they interact with its people. Employees who feel valued and supported naturally create better customer experiences. When frustration builds internally—due to poor communication, clunky technology, or lack of autonomy—it spills over into interactions with customers.


Consider this:

  • Employees who feel heard are 4.6x more likely to perform at their best. ([Salesforce])
  • Disengaged employees cost companies an estimated $450-550 billion in lost productivity annually. ([Gallup])
  • Companies with strong EX programs have 25% lower turnover, reducing hiring and training costs. ([LinkedIn])


What holds EX back? Outdated tools, rigid policies, lack of recognition, and poor communication all chip away at employee engagement. The fix? Clear leadership, better tech, and a culture that empowers employees to thrive.


When employees are engaged, customers feel the difference. Want to deliver EXceptional CX? Start with EX—the true hero of service success. Need help with this? I got you! Let's tackle this together!


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Wisdom in Words

Customers will never love a company until the employees love it first. – Simon Sinek

 

A Podcast You Won't Want to Miss!


LDE- Leading in the Digital Era

The EX Factor: How EX Drives CX


Last week on Leading in the Digital Era (LDE), we tackled one of the biggest game-changers in business today-


The EX Factor: How Employee Experience Drives CX


With Robert Field, Sam Stern, Rebecca Roerick, and yours truly, we explored how EX fuels CX, why empowered teams create loyal customers, and what leaders must do to make it happen.


The insights were 🔥. The discussion was real. And if you weren’t there, you can still catch up!

📺 Watch the replay here and let me know what you think!

 

TIP of the Week



From our latest Leading in the Digital Era conversation, here are three must-know insights to create a world-class employee and customer experience:

Tip of the Week:

Elevate EX to Transform CX! 💡


✅ The Platinum Rule – Treat people as they want to be treated. When you tailor experiences to individual needs, engagement and satisfaction skyrocket. (Nora Osman)

✅ Red Carpet In, Red Carpet Out- The experience you create for employees when they join should match the one they have when they leave. A culture of respect and appreciation builds long-term loyalty. (Rebecca Roerick)

✅ Tech as an Enabler, Not an Obstacle – If technology isn’t making life easier, it’s time to rethink it. The right tools should empower employees and enhance service—not frustrate and slow things down. (Sam Stern)


Inspiration Corner

The Sauna of Fear 



Yesterday, I was listening to one of my favorite podcasts when Dr. Julie Smith, MD said something that stopped me in my tracks:


Experiencing fear is like being in a sauna—it’s good for you, but you can’t stay in there too long. 🔥


Wow. That hit deep.


Fear has a way of shackling us, trapping us in our own minds. It plays tricks, making the unknown feel like an abyss we’ll never escape. But here’s the truth:


FEAR is just an acronym—False Expectations Appearing Real.


Most of what we fear isn’t real. It’s just our mind projecting worst-case scenarios. But in reality, fear is often a sign that we’re in uncharted territory, learning, growing, and stretching beyond comfort zones.


And here’s what I’ve learned: every time I’ve feared something, I’ve had to close my eyes and say,


I can do this. One step at a time. One day at a time. It won’t kill me.

And guess what? It worked.


Because fear has a sidekick, a twin—misery. And both of them love company. They want you to wallow, to sit still, to stay stuck.


But not this time.


So today, look in the mirror and tell fear:

Not today. Not this time. I’ve got it. And I’m not staying with you.,,,,,,see ya!



Missed previous newsletters? No worries, here are the last 10!


Vol 2.10 2025-03-11 Meddling through March Madness- Life goes on

Vol 2.9 2025-03-04 Your Customers won't tell you this, but they're leaving

Vol 2.8 2025-02-25 Simplicity: The Ultimate Hero Experience

Vol 2.7 2025-02-18 The day I became the Zero

Vol 2.6 2025-02-11 Snowflakes and Small Gestures

Vol 2.5 2025-02-04 Pssst....can I offer a suggestion? (On giving feedback)

Vol 2.4 2025-01-28 EXceptional Listening- a Leadership Hero Moment

Vol 2.3 2025-01-21 The Ultimate EXperience- Your Employees'

Vol 2.2 2025-01-14 When Optum was anything but Optimum

Vol 2.1 2025-01-07 5 Ways to Treat Yourself Right- as Your Own Customer

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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.

Let's chat! Book a call/meeting with Nora and explore the possibilities!

Request Meeting with Nora

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.



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