Welcome to Wow Now Blog

Insights on customer experience, digital and personal growth through mindfulness & creativity

Welcome on my blog!

I’m Rosaria Cirillo Louwman, Italian, passionate and enthusiastic mother of two boys (3 & 5 years old), married to a Dutch man, living in the Netherlands since 2002 and founder of Wow Now since 2013.

You can read more about this blog here. In short, it will cover three main areas and many of their sub-areas:

1. Customer Experience, Customer Happiness and all things Net Promoter – NPS journey
2. Digital
3. Inspiration & Personal Growth, mostly about Non Violent Communication, Mindfulness & Creativity

I hope your reading here will be meaningful and valuable to you and I look forward to starting a conversation with you about it.

Smiling regards, Rosaria

CX Framework series: #2 Customer Understanding

CX Framework series: #2 Customer Understanding

In this second post of the CX Framework series, we discuss a critical CX element: understanding your customers’ emotions and (buying) behaviour. This blog series contains highlights about all the 6 CX disciplines covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem and that represent the CXPA Framework around which the CCXP exam is structured.

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CX Framework series: #1 Customer Experience Strategy

CX Framework series: #1 Customer Experience Strategy

The CX Framework series contains highlights about all the 6 CX disciplines covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem. The CCXP exam is structured around this CXPA CX Framework. In this first post of the series we dive into the CX Strategy which is fundamental when it comes to creating great customer experience

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Global CX Day, October 3rd

Global CX Day, October 3rd

CX Day is a global celebration of the companies and professionals that create great experiences for their customers. This event was started 5 years ago by the Customer Experience Professionals Association (CXPA).
In 2017 we celebrate CX Day on Tuesday, October 3, 2017, and in The Netherlands we have a very Dutch celebration at the SS Rotterdam. Join us!

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NPS Methodology Series: When to use NPS and with who

NPS Methodology Series: When to use NPS and with who

In this third post of the NPS series we talk about five questions you need to answer to decide if NPS is the correct methodology for the Customer Understanding you are looking to gain, and also who to survey to gain said understanding, so that you can create the program that most makes sense and brings value to your specific context & needs, and/or gradually expand it with new surveys, and surveying larger or different company segments.

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NPS as Measurement Series: What and Which Survey

NPS as Measurement Series: What and Which Survey

When deciding about deploying a Net Promoter System, several questions such as Why, What, When and How of an NPS program come up. In this second delivery of the NPS as Measurement Series we talk about the different types of NPS measurements you can use to expand the program with new surveys, and surveying larger numbers or different company segments.

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About Me

My mission is to bring more happiness in the world by removing frustrations and inefficiencies that happen during customer-company interactions and by creating & delivering WOW experiences instead. I believe that happiness is "when what we think, what we say, what we do and WHAT WE EXPERIENCE are in harmony" hence I want to make our experiences as customers have the highest contribution possible to our happiness.

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CXPA

Certifications:

CXPA CCXP Authorized Resource Training Provider CXPA CXPA

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