Wow Now Resources about Happiness, HCX (Heart-Centered, Human-Centric, and Happiness-Contributing Experience), and NPS
At Wow Now we stand for Happiness Driven Growth, through Customer and Employee experiences that are Human-Centered and Happiness-Contributing (hence we see HCX as the future of CX – Customer Experience)
We have a long history of driving change through VOC (Voice of Customer) and NPS (Net Promoter System) Programs, turning data into insight into actions and results. Since 2017 we also started exploring more in-depth the Science of Happiness and how it can be leveraged and applied in business to design and deliver HCX. Since we have written several (in-depth) blogs and delivered several keynotes about these topics, on this page we collected the main ones all in one place for your convenience. It’s a wealth of information that is very useful if you wish to explore new topics or to take your knowledge about these topics to a higher level. Happy reading and watching.
Wow Now resources about Happiness, Emotions, and Needs
Yellow Factor blog series (6 blogs with highlights from Yellow Factor & Yellow Goldfish books)
VIDEO: TEDxTalk: The Why of Happiness Driven Growth
PODCAST: Happiness Contribution™ Show
15 tips for cultivating Happiness and blossom like a sunflower
(Free) Body, Mind, and Soul Nurturing Resources during coronavirus time
My take on Branded Customer Experience Management methodology by Sampson Lee
Wow Now Summary of 1st World Happiness Summit (WoHaSu) in Miami – March, 2017
Marshall Rosenberg’s most inspiring quotes for customer experience professionals
8 Lessons about Happiness and CX: Happiest Chewbacca Mom Story
Wow Now Blogs about H-CX & Customer Service
Wolters Kluwer CX Transformation journey and CX day role in developing customer-centric culture
How to become Certified Customer Experience Professional (CCXP)
My take on Branded Customer Experience Management methodology by Sampson Lee
8 key elements you need to know about Branded Customer Experience Management
Net Promoter Score explained with Maslows needs hierarchy
Enabling customer experience excellence using NPS and CEXP household
3 CX Lessons from Obama, Trump and the Dakota pipeline
3 CX Lessons from my Birthday Customer Experience
8 CX Lessons from the “Happiest Chewbacca Mom” Story
Exceptional Customer Service leadership example
The 6 CX disciplines from the CXPA framework
- CX Strategy (guest post edited by Nienke Bloem)
- Customer Understanding (guest post edited by Rosaria Cirillo)
- Design, Improvement, and Innovation (guest post edited by Rosaria Cirillo)
- Measurement (guest post edited by Rosaria Cirillo)
- Governance (guest post edited by Nienke Bloem)
- Culture (guest post edited by Nienke Bloem)
Wow Now Blogs and resources about NPS
10 key things to know about NPS
3 things to know to word the NPS question effectively
Net Promoter Score explained with Maslows needs hierarchy
Enabling customer experience excellence using NPS and CEXP household
NPS Methodology Series: WHY NPS as measurement and methodology
NPS Methodology Series: WHAT and WHICH survey
NPS Methodology Series: WHEN to use NPS and with WHO
Coming soon: NPS Methodology Series: HOW of NPS Program
Coming soon: NPS Methodology Series: The BUT of NPS
Wow Now Presentations
On our YouTube playlist Wow Now Talks you can find multiple videos of keynotes, guest lectures, and webinars we have done on the topics of Happiness, CX, NPS, and Personal Development. Here you find a selection of three keynotes.
TEDx Talk. Happiness Driven Growth: a new business model that is life-enriching.
This video was recorded during TedxTorvergata in Rome in May 2016 and it was my very first public talk on a real stage with an audience of a few hundreds of people.
Yellow Goldfish Keynote: Why Happiness and Yellow Goldfish, What and How of Happiness Driven Growth
This video was recorded during Think Outside The Bowl event in US in August 2018 just before the launch of our book Yellow Goldfish.
Customer Centricity through Voice of The Customer (NPS specific part starting at minute 20)
This video was recorded during Hello Customer Breakfast Session in Amsterdam on June 2016. You can read more about this session in this blog post from Hello Customer:
Third Parties Resources
Happiness Studies Academy by Tal Ben-Shahar
Wholebeing Institute by Tal Ben-Shahar
Emotional Intelligence by Marjolein van Eersel
CX Journey blog by Annette Franz, CCXP
Customer Experience Matters by Temkin Group
CXpert blog by Ben Motteram
Customer Bliss blog by Jeanne Bliss
Customer Strategy blog by Maurice Fitzgerald