Zero Moment: A Delta of Disconnection
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You’d think by now flying would have evolved into something that at least feels like progress. But on my recent Delta flights to and from Cincinnati, it felt more like regression. And I'm being kind.
The flight out was uneventful. The Wi-Fi barely limped along, the usual cookie or Sun Chips “choice” was offered, and the flight attendant moved through the cabin with all the enthusiasm of someone counting the hours until retirement. I thought, maybe it’s early, 8 a.m. out of JFK will do that to anyone.
But the flight back was worse. Only Sun Chips offered this time, take it or leave it. One drink pass. A few sharp gestures instead of words, a wave to close your laptop, a pointed look if you needed the restroom before takeoff. It wasn’t hostile, but it wasn’t kind either.
I get it, the flight’s short. But here’s what I don’t get: why so many tiny acts of indifference? I would even call some of these micro agressions. In addition, empty seats were everywhere, yet no one offers a move to a more comfortable spot, even for frequent fliers. I'm not suggesting first class, just more legroom. It costs the airline nothing, and since you're already in gear, it earns a little goodwill. Instead, what passengers feel is distance.
And speaking of distance, here’s a real gem: Delta’s app asks you to manually enter your baggage-claim number to track your bag, the same number they just printed and attached to your boarding pass. How hard would it be to sync that automatically? Again...someone isn't connecting the dots to great customer experience.
Too many small misses add up. The irony is that “Delta” literally means change. And from my seat, there’s a delta of change this airline could really use.
What's something you've noticed that really could use improvement, whether in the airlines, hospitality, food & beverage, retail...or anything? Tell me about it, let's learn together. And maybe I can help!
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“It’s the little things that make big things happen.” -John Wooden | | | | |
Offer the Upgrade!
The free refill, the extra minute, the better seat... whatever “extra” looks like in your world. In business, it might be the added insight, the faster reply, or the small favor that saves someone time.
Those moments feel minor, but they leave a major impression.
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We crave delight, and we’ll pay heftily for it. The best brands know this. They don’t just design for the eye or the ear; they design for every sense. From the calm rhythm of an Apple store to the scent that greets you at a Westin lobby, they understand that real connection happens when every sense is engaged.
This article is a reminder that transformation should be felt, not just managed. When we create experiences that look good, sound right, and feel true, we don’t just satisfy customers, we move them. We don’t just experience the world through our senses. We fall in love with it that way. So why not make every interaction worth falling for?
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Learning Corner
Inside Scoop: What CIOs Are Really Talking About
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At the CIO Initiative in Cincinnati, conversations focused less on technology stacks and more on human systems, culture, adaptability, and intention. CIOs across industries agreed: the future belongs to those who can balance innovation with empathy.
· “The difference maker going forward isn’t IQ or EQ, it’s AQ- our ability to adapt” -Dan Roberts, CEO, Ouellette & Associates. Adaptability is emerging as the defining leadership skill. The pace of change isn’t slowing, but the leaders who evolve fastest are the ones who listen first.
· “A setback is just a setup for a comeback” -Dwayne Allen, SVP & CTO, Unisys. In every story shared, resilience kept showing up as the quiet engine of transformation.
· “We’re living in AI years, one month can feel like a year” -Mike Pompei, AI Evangelist, Arrow Electronics. AI is accelerating everything, from decision-making to burnout. The challenge ahead is not speed, but sustainability.
· “There is no greater profession than information technology. We are in the middle of everything, and no business can be successful without us” -Steve Holt, CIO, Manufacturing & Distribution Sector. A strong reminder that technology isn’t a support function anymore. It’s the connective tissue that fuels every modern enterprise.
· “Tech debt isn’t evil. It’s leverage. But like financial leverage, if you don’t manage it, it’ll bury you” -Ken Knapton, CIO, Security & Cloud Service. Transformation without structure is chaos. Managing the balance between innovation and operational discipline is now a strategic art.
The consensus was clear: technology moves fast, but people determine progress. Finally, the CIO’s role isn’t to deploy tools; it’s to design cultures where innovation feels human.
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Inspiration Corner
We ALL scream for ICE CREAM
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We all scream for ice cream. Or so it seems, no matter how old, tired, or even lactose intolerant we are. Nothing hits quite like a perfectly crafted cone or cup of delight.
During my time in Cincinnati, I stopped at Graeter’s Ice Cream, a local legend and one of Oprah’s favorites. The shop itself wasn’t fancy, but it didn’t need to be. The warmth came from the people behind the counter, who smiled easily, offered generous samples, and seemed genuinely proud to serve something that made others happy. I landed on a Black Cherry Chocolate Chip cone, and it was every bit as good as promised.
What made it special, though, was the walk back with my colleagues, all of us grown adults, laughing, tasting, and comparing flavors like excited kids. For a few blocks, time slowed down. Work talk gave way to simple joy. Moments like that remind you that delight doesn’t always need design. Sometimes, it’s just a cone, a few good people, and a reason to smile.
By the way, turns out they deliver...yep, that's right, they'll ship it to you
your order of ice cream (all inclusive of dry eyes and special packaging of
course.)
What little joys are you finding like that? Do you find anything in your routine that turns back the hands of time? Tell me about it!
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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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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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