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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!

Meddling Through March Madness: Life Goes On


March Madness isn’t just basketball—it’s your inbox, your meetings, and that one person who emails "Per my last..." as if they’re the workplace referee.


It’s a full-court press of requests, an overtime battle of back-to-back meetings, and a highlight reel of unreasonable asks. Somewhere between the seventh “urgent” email and a fire drill disguised as a project, you realize:


“Is this real life? Or just some cruel bracket challenge where I lose every round?”


The zero lets it all get to them. They grind their teeth through another useless meeting, let their blood pressure spike over a ridiculous Slack message, and spiral into frustration.


The hero? They shrug. They recognize the madness for what it is and make a choice:


Not my circus, not my monkeys.


Because in the grand scheme of things?


Life goes on. Amen.


Winning the Madness

Want to stay sane? The hero plays it differently:


1)The “Eh” Response – Not everything deserves your energy. Some emails, requests, and complaints aren’t worth the cortisol spike. Eh. Move on.


2) Reframe the Madness – That absurd request? A broken system, not a personal attack. That endless email thread? Confusion, not a conspiracy. Step back, breathe, and detach.


3) Engage Selectively – Not every fire needs you. Some burn out on their own. Choose wisely.


4) Laugh at the Chaos – The “urgent” request that’s not urgent? The meeting with no agenda? Comedy gold. A sense of humor is your best defense.


5) Reset, Don’t Carry – The last hour doesn’t have to ruin the next. Close the tab—mentally and literally.


March Madness will come again. The emails won’t stop. But the real win? Learning to let go!


Now, back to your regularly scheduled programming. The inbox is waiting



My Latest Article

Breaking Barriers:

Women in IT and the Challenges We Face

Last week, in honor of International Women's Day, I did something I had been pushing off for some time. I opened up about my experience around being a women in IT. It's something I've been wanting to share for a while, but was worried I'd be judged for sharing such intimate thoughts and stories. So, you guessed it, I DIA- Did it Anyway!


Not enough women talk about what they go through while trying to juggle their personal world and the work world. The daily struggles, the exhaustion, and at times, the feelings of isolation. I know I'm not alone, so I hope this gives you an inkling of what others go through and feel, but don't share.


Peek into our world!


Wisdom in Words

You can be the ripest, juiciest peach in the world, and there’s still going to be someone who hates peaches. – Dita Von Teese

 
 

TIP of the Week

Just like spices lose their potency over time, so do outdated mindsets, unhelpful habits, and toxic relationships. Every now and then, it’s worth stopping to check for freshness.

Tip of the Week:

Check the Expiry Date




✅ People: Are you surrounded by those who inspire, challenge, and uplift you? Or are you holding on to connections that have gone stale?

✅ Habits: Are your daily routines still serving you? Or is it time to toss what’s lost its effectiveness and mix in something new?

✅ Mindsets: The world evolves, and so should we. What limiting beliefs need to be refreshed so you can break barriers and step into something greater?


Just like a perfectly seasoned dish, the right ingredients make all the difference. Choose wisely.


Inspiration Corner

Tending to the Spice Rack (And Everything Else in Life)



This weekend, I was prepping for a big dinner when I realized I was out of ingredients and spices. Rather than start cooking and substitute on the fly, I decided to take inventory first—starting with my fridge, then my spice drawer.

And that’s when the magic happened.


Digging through my spice “reservoir” in the pantry, I found sealed, unopened spices waiting to be used, along with special seasonings I’d bought while traveling. I also found years-old spices that had completely lost their flavor—those had to go.

The thing is, your recipe is only as good as the ingredients you use. Try baking bread without fresh yeast (flop) or using old nutmeg, oregano, or parsley (eeek). Yet, how often do we tend to the spice rack?


But this isn’t just about cooking.


When’s the last time you took inventory of your shoes? Your coats? Your endless collection of socks? Odds are, you have more than enough—maybe even too much. Yet, we keep buying more.


Sometimes, the right thing isn’t adding—it’s re-evaluating what you already have.

✅ Socks with holes? Toss.

✅ Yellowed pillows? Toss.

✅ Shoes that are beyond beat up? Toss.

✅ Clothes you haven’t worn in a year? Donate.


Because mindless accumulation isn’t the answer. Fresh perspective, fresh priorities, fresh starts? That’s where the real magic happens.


So after my 30-minute spice overhaul, I had a short list of what to restock, but a long list of fresh flavors to start using.


Just like my new perspective—on my spice rack, and beyond.


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


Vol 2.9 2025-03- 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

Vol 1.16 2024-12-31 My bank, my CX hero


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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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