Welcome in my digital house. My name is Rosaria Cirillo Louwman. I’m a (little Italian) ball of energy, enthusiasm and passion. I’m curious and hungry to learn and I truly enjoy to make connections between ideas generated from all my different learning. I’m a driven consumer experience professional.
My DREAM is to live in a world where we all strive to have HAPPY INTERACTIONS with each other, life enriching interactions.
To turn this dream into reality, in 2013 I founded Wow Now. Wow Now is about bringing more happiness in the word by helping companies:
- to see and remove all the frustrations and inefficiencies that happen during customer-company interactions
- to identify, create & deliver WOW experiences instead.
I’m on a mission to fill the world with as many as possible WOW customer experiences. I pursue this mission helping companies’ employees (YOU?) understand how every choice or action they make has a final impact on the customer experience, by letting them see the customer experiences they provide just as their customers see, feel and live them. And then by helping them transform the way they deliver customer experience and happiness through customers’ needs identification, empathy, creativity and (employees) empowerment. I believe in the power of mindfulness, compassionate communication (NVC – Non Violent Communication) and intuitive painting as empowering tools.
My key areas of expertise are Voice of the Customer, Net Promoter Score/System, Customer Service and E-commerce.
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In this post we share an exceptional customer service leadership example we have witnessed few weeks ago while we were in Tirana (Albania) to deliver the first Contact Center training jointly designed and delivered by Wow Now (Rosaria Cirillo) and EarlyBridge (Kathy...read more
Relaxing on the couch this Sunday afternoon, I open Facebook to share some holidays photo & the first thing I notice in my news feed wall is that 3 friends have shared the same video with comments like “best laugh ever”. I’m intrigued and decide...read more
NPS (and other VOC programs) really makes a difference when is used as a driver for change, rather than as mere metric. To use NPS as driver for change, you need the involvement of everyone in the company and a specific set-up both towards the outside and within the organization. NPS & CEXP Household is a framework developed by Wow Now to help you accelerate your journey towards Customer Experience Excellenceread more
This post opens and is part of the “Experience quick review” series, which will be about the experiences I live as customer. The feedback I provide here about the Experience, while reflective of years of knowledge and expertise in the field of designing and delivering Customer Experience, is given in a quick & (hopefully at times) fun way, meant to show the Customer perspective, to inspire and to trigger further thinking. The Summary part provides a quick review using my professional criteria’s, hence reflects the consultant view more than the customer view.read more
This post expresses my personal take on the Branded Customer Experience Methodology by Sampson Lee, where I think it works and where I believe it fails. We can multiply companies resources by delivering exceptional experiences and delivering happiness to customers and employees, rather than designing for pain. Ultimately it’s about choosing in which world we would rather live in and then start building it.read more
8 key elements of Branded Customer Experience Management methodology by Sampson Lee & key learnings from Global CEM certification programread more