Welcome to Wow Now Blog
Insights on Happiness, customer experience, and personal growth through mindfulness & creativityWelcome! I’m Rosaria Cirillo Louwman, an Italian little ball of energy, passionate and enthusiastic mother of two boys, married to a Dutch, living in the Netherlands since 2002, and founder of Wow Now since 2013. Author of Yellow Goldfish Factor and multiple other books, in English and in Italian (12 so far and counting).
My blog posts cover two main areas and many of their sub-areas:
1. Happiness in business, Customer Experience, Design Thinking and all things Net Promoter System and NPS journey
2. Inspiration & Personal Growth, mostly about Non-Violent Communication, Mindfulness & Creativity, and any other topic I learn about (most recently exploring Laughter Yoga and Hearth Coherence)
We recently wrote two major blog series that you can find directly here with an introduction on the reference framework:
- Yellow Factor and Happiness in Business Blog series
- Customer Experience Framework and HCX Blog Series
I hope your reading here will be meaningful and valuable to you and I look forward to starting a conversation with you about it, so please leave a comment with your point of view. Smiling regards, Rosaria
Yellow Goldfish series #1: Why Happiness is the ultimate Business Metric
The Yellow Goldfish series contains highlights from Yellow Goldfish book by Stan Phelps and Rosaria Cirillo. In this first post of the series we dive into the five schools of thought or different management approaches that companies have adopted over the past few decades: profit, customers, employees or purpose first. And we share why Happiness matters in business too and is a new way forward and the ultimate business metric.
Yellow Goldfish Book Launch and 5ForTheFight
Sharing my personal story behind Yellow Goldfish launch on 18.09.18 and why I’m donating my part of royalties for all books sold to #5ForTheFight to support alternative research to fight cancer!
The supermarket opening experience
A new supermarket opened in the neighborhood, and they did not spare in the efforts to attract clients to the opening. I allowed myself to be carried away, joined the crowd and in the meantime checked what they had in place in the customer experience department.
The CCXP Exam Experience in Amsterdam
Since July 2017 CXPA has proudly expanded the list of new CCXP testing centers. There has been a major addition of locations, including one exam center in Amsterdam. Marjolein Droog, who attended the CX Masterclass in 2017, recently took the CCXP exam at the Amsterdam Test Center. In this guest post, she shares her experience and gives good tips for those planning to take their test!
CX Framework series #7: Become a Certified Customer Experience Professional (CCXP)
The CX Framework series elaborated on the different disciplines related to customer experience. You can use this framework both as a blueprint to prepare for the CXPA exam to become a Certified Customer Experience Professional and as a checklist to review the status of CX in your organization. In this final post of the series, you can find all the summary info about the frameworks, about becoming a Certified Customer Experience Professional, about how to keep your CCXP status and about our CX Masterclass, including testimonials from previous participants.
CX Framework Series #6: Customer Centric Culture
This is the sixth post of the CX Framework series. Today we talk about customer centric culture and employee engagement. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.
CX Framework series #5: Governance & Accountability
In this fifth delivery of the CX Framework series we review the role of CX governance in the success of your CX program. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo (and formerly by Nienke Bloem too).
CX Framework series #4: Metrics, Measurement & ROI
In this fourth post of the CX Framework Series we look at measurement framework, metrics types and how to show the ROI of your Customer Experience program. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.
CX Framework series #3: CX design, improvement & innovation
In this third post of the CX Framework series, we dive into CX discipline Experience Design, Improvement & Innovation.
This competency is about having clear repeatable processes and frameworks in place to design the customer experience you want to deliver or redesign the one you are currently offering. This blog series contains highlights about all the 6 CX disciplines that represent the CXPA Framework around which the CCXP exam is structured and that are covered in the CX Masterclass delivered by Rosaria Cirillo and Nienke Bloem.
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.
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
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!
About Me
A (little Italian) sunshine of energy, enthusiasm, and passion, with a mission to bring more happiness in the world one interaction at the time, the business world being my chosen playground!
I inspire and empower conscious leaders to nurture their happiness (moving from depleting to enriching emotions) and to move from depleting to enriching experiences, choosing, designing, and delivering WOW life-enriching interactions that contribute to everyone’s HAPPINESS, so they can achieve business and personal prosperity, making happiness their competitive advantage Certifications:
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