Welcome to Wow Now BlogInsights on Happiness, customer experience, and personal growth through mindfulness & creativity
Welcome! 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
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!
Birthday customer experience
A post from my daily life as working mother about the key experiences and learning I had from this year birthday
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.
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.
WHY NPS as Measurement and Methodology: which goals does it serve?
A new series addressing answers to the most frequent and important questions that I saw coming up when it comes to the WHY, WHAT, WHEN and HOW of NPS (as Net Promoter System, not just Net Promoter Score). In this issue we focus on why companies should adopt an NPS measurement and the entire system around it.
Key learnings from 1st World Happiness Summit – WoHaSu – March, 2017
“The World needs new lenses to understand growth so that humans and societies can thrive.Happiness is a human right and a life choice.Feel, Understand and Act.”Luis Gallardo, Founder of World Happiness Summit - Wohasu - and World Happiness Foundation My mission is to...
TEDx Talk: The WHY of Happiness Driven Growth
In April 2016 I was invited to give a talk at TedxTorvergataU, the University I graduated from, which had the theme “New Models of Life. Resist the Usual. Be Unexpected”. I spoke about Happiness Driven Growth, a revolutionary business model that companies can and should pursue, and a concept that I have been championing for quite some time now. Today I can happily share with you the video of the talk which has just been published on the Tedx channel.
Obama, Trump & Dakota pipeline: 3 CX Lessons
From Obama to Trump through the Dakota pipeline: the opportunities organizations used or missed to connect with their customers and the key lessons you can take and apply in your company With so much going on in the last month, it has been hard deciding where to put...
3 years of Wow Now: learning journey & connecting the dots looking back
18.12.2013 -18.12.2016! It seems incredible that my baby Wow Now is turns three years old today! Three years since I walked in the KvK as individual and I came out as a registered business owner! Almost (!) comparable to when – also this month but six years ago – I...
Exceptional Customer Service leadership example
In this post, we share an exceptional customer service leadership example witnessed a 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 van De...
“Happiest Chewbacca Mom” story: 8 learnings about Happiness & CEXP
Relaxing on the couch this Sunday afternoon, I open Facebook to share some holidays pictures and the first thing I notice in my news feed wall is that three friends have shared the same video with comments like "best laugh ever". I'm intrigued and decide to watch. In...
Enabling Customer Experience Excellence using Wow Now NPS & CEXP household (c)
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 to drive change towards customer experience excellence, 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 Excellence