Hero Moment:

Free Coffee with a Smile


This morning, I went on my morning walk with my buddy. After an hour circling the lake, we stopped at Stew Leonard’s for fresh coffee. Their setup was immaculate: wide selection, non-dairy options, even fun flavors. We didn’t need help, just our coffee.


A gentleman was setting up at the station and asked, “Can I help you?” We told him our order. As I pulled out my phone to use the Stew app and pay with reward points, he smiled and said, “These are on the house, enjoy!”


I tried to insist. He waved me off with a simple, “Don’t worry about it.”


Two coffees, maybe worth two cents each in cost, could have easily brought in five dollars in revenue. Instead, they became a lesson. That moment made my day, not because of the free coffee itself, but because of the consideration. A small act that spoke volumes about the culture behind it.


It reminded me of two of the 10 CX Virtues:

  1. Make it easier than they expected- The true virtue of service is removing friction before it shows up. Simplicity is the new delight.
  2. Do the small thing that’s actually the big thing- Bring the charger. Walk them to the door. Forward the note. Those little things are the legacy.


This wasn’t just coffee. It was empowerment in action. Someone, supervisor or not, felt they had permission to do something thoughtful, effortless, and lasting. That’s the real recipe for loyalty.


Because sometimes, the smallest gesture is what customers remember most.


I’d love to hear your thoughts, what small gestures, acts of consideration or kindness, have you been seeing? What thoughts do you have on how we can further embed that customer-centric culture in organizations? Do write to me and let's brainstorm together on ways we can improve them!

A Lesson Learned

Design Thinking- Unlocking your Imagination

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At a recent event I co-hosted with a colleague from the Institute for Digital Transformation, we brought service desk organizations together to confront a pressing dilemma: how to remain relevant in an age of automation and AI. The focus was on helping these teams retool, reinvent, and rediscover their value. Using the design thinking concept, framed as an "Imagination Workshop" for HDI NYC Metro, we guided participants to shift their perspective and begin reimagining how their service desks could transform.


The exercise invited participants to step outside the boundaries of “how we’ve always done it” and explore new possibilities. Through imaginative prompts and creative stations, teams were asked to consider bold scenarios, challenge assumptions, and surface ideas they might never raise in a traditional setting.


What became clear is how quickly this kind of exercise can dislodge a team from stagnation. The imagination workshop showed that structured creativity isn’t about playful distraction—it’s about unlocking breakthroughs. By changing the frame, encouraging “what if” questions, and making space for curiosity, teams discovered fresh approaches to long-standing problems.


The lesson is simple: when growth stalls, pressing harder in the same direction won’t work. Shift the perspective, unlock imagination, and let creativity open the door to progress.

Wisdom in Words

“The mind is like a parachute. It doesn’t work unless it’s open.” - Frank Zappa

TIP of the Week

What's for Free?


What can you give away for free?


We all love getting things for free. Products, coupons, services. Sometimes you can't give these easily, but what about a simple gesture, a shortcut, an insight, a moment of your time?


Challenge yourself and your team this week to find one thing you can offer freely that will surprise, delight, and leave a lasting impression.


- Inspiration Corner -

Closets, Cooling and Chaos

Last week felt like a full moon. A comedy of errors, one after another.

On Monday, my daughter’s closet pole collapsed, sending a mountain of dresses across her floor. Tuesday, my parents’ central air died completely, right in the middle of a 103-degree heat wave. By Wednesday, our fridge was on the fritz. Three unrelated failures, all piling on at once, creating a storm of technicians, construction, and frayed tempers.


But here’s the twist: every one of these turned out to be a blessing in disguise.

The closet collapse forced us to tear down the last bit of siding in the house, revealing sheetrock full of hidden mold that had likely been there for decades. Now? Fresh construction, clean paint, and a healthier space. Plus, a closet reorganization and purge, something we’d been avoiding.


The failing AC was long overdue for replacement. The new system brought cleaner air, better airflow, and modern tech. No more uneven temperatures, just a healthier home.


And the fridge? What looked like an impending replacement bill became a crash course in thawing, deep cleaning, and restoring it to near-new. No big purchase required.


Did I want all three crises in one week? Absolutely not. But each one left things better than before.


The lesson? Chaos often hides opportunity. Be grateful for the ability to solve problems, to be resourceful, and to find gain in adversity. Because the truth is, you don’t know what you don’t know until life forces you to uncover it.


What's a crazy sequence of events that's hit you lately? Tell me about it! Let's share and learn survival tricks together.


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



Vol 48 2025-08-12 The Candy Machine effect

Vol 47 2025-08-05 The Egg that cracked the experience

Vol 46 2025-07-29 The moment of truth we all face

Vol 45 2025-07-22 A Zero Moment in Paradise

Vol 44 2025-07-15 The Joy of Doing it Yourself

Vol 43 2025-07-08 From the Heart to the Hustle

Vol 42 2025-07-01 My Own Hero’s Journey Story

Vol 41 2025-06-24 The Department of Redundancy department

Vol 40 2025-06-17 Little Big Things Matter

Vol 39 2025-06-10 Agentic AI is Changing Everything- Are You Ready?




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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!

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.