by Rosaria Cirillo | Feb 29, 2016 | My experience with... |
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...
by Rosaria Cirillo | Feb 23, 2016 | Customer Experience, My take on... |
About our series Branded Customer Experience Management methodology by Sampson Lee This is part II of a two-post series about Branded Customer Experience Management methodology by Sampson Lee. In the first part of this series, I discussed using eight key takeaways...
by Rosaria Cirillo | Dec 4, 2015 | Customer Experience, My take on... |
What is “Branded Customer Experience Management” by Sampson Lee and how can you benefit from it to design and deliver an exceptional customer experience? This post summarises my key takeaways from the Global CEM* training and certification obtained earlier...
by Rosaria Cirillo | Jan 23, 2015 | Customer Experience, Frameworks, My view of..., NPS |
The first step of the Net Promoter Score (NPS) journey: data collection You have chosen to implement Net Promoter Score (NPS) in your company and ensured everyone involved is familiar with the “10 basics things to know about NPS”. You have then made sure you worded...
by Rosaria Cirillo | Nov 24, 2014 | NPS |
Note:Â this blog post originally appeared on Wow Now blog in June 2014. On Saturday 22 November 2014, the decline of childcare industry was again in the Dutch news, and that prompted me to re-publish this post. Below a graph from the article showing the number of...
by Rosaria Cirillo | Nov 7, 2014 | NPS |
In my previous post “10 basics things to know about what is NPS”, #2 was about “How is NPS calculated.” NPS is calculated asking the customer the “ultimate question”: “Based on your experience with X, how likely are you to recommend Y to Z?” What I didn’t elaborate...
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!Â
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 
