A short overview of Wow Now why, expertise, what (services & frameworks), how (4 steps methodology from grounded to blossoming); includes link to our CEXP & NPS Ebook and testimonials from our clients

1. ABOUT WOW NOW
Our why, what and how
Our services & key frameworks
Telephone: +31 75 771 4710
Mobile: +31 6 50924311
Skype: rosarialouwman
Facebook: www.facebook.com/wownow.eu
LinkedIn: Rosaria Cirillo Louwman & Wow Now
Twitter: @wownowexp

2. HERE IS
WOW NOW
IN A
VISUAL
STORY!
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3. Vision
Customer happiness & engagement is the most healthy, profitable &
rewarding path to growth for any business.
Mission
I want to bring more happiness in the word by helping companies truly
engage with their customers to design & deliver WOW customer
experiences with products and services molded to customer needs.
Wow Now Why – Vision, mission, experience & expertise
Key Companies worked with
Key areas of Expertise & Experience
• Actionable Insight and Analysis
• International companies and fast growing start-up
• Functional: research & analysis, e-commerce, marketing and sales
execution, customer care.
• Touchpoints: sales, contact center, eshop
• Track record of increased Net Promoter score (NPS), increased
customers and employees retention, reduced inefficiency and costs,
and generated revenue
WHY
Key Certifications
Member of

4. Why work with Wow Now?
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Wow Now brings its own energy and flavor to each workshop with the combinations of:
Extensive “on-the-ground” experience in: Net Promoter change management,
Customer Service, Contact Centers, E-shop, Inside Sales, Field Sales and Account
Management
In depth knowledge & understanding of: Digital disruption, User experience (UX) and
Usability, Mobile mind-shift, Customer Insight Methodologies (especially CSAT & NPS),
Customer segmentation and Persona, Customer Journey Mapping, Software product
development, Incubators & start-up environments
Personal characteristics: Energy, drive, authenticity, inspiration and motivation
Specific skills and competences in areas that can strongly enhance team cooperation,
stimulate and improve brainstorming and out-of-the-box thinking, generating
exceptional results:
Mindfulness, meditation and Non Violent Communication
Improvisation acting exercises
Intuitive painting
WHY

5. WOW NOW VALUE PROPOSITION
Wow Now 2016 ©5
Grounding: through better understanding of your customer needs’ hierarchy and
expectations and of your internal processes to meet these needs, each project starts
with getting you “grounded” in solid performances data and in actionable VOC (Voice
of the Customer)
Empowering: through expert guidance, on site interviews and observations,
workshops, training, consulting, frameworks, guidelines & continuous knowledge
sharing, you will get empowered to drive major changes thanks to the new
knowledge gained
Inspiring & Activating: through creative brainstorming workshops and innovation
sessions we find ways to WOW to your customers and we write concrete action plans
Blossoming and ready to deliver WOW: after completing the previous 3 steps, you
and your company will be blossoming by making the needed process improvements
and/or developing and delivering new products, features and/or services that
respond to your customers’ needs, while using efficiently your company resources. In
this phase, we support you through dedicated advisory and coaching time.
Grounded
Empowered
Activated
Blossoming
Wow Now takes you on a unique engagement journey to transform your business.
This journey is seeded in deep understanding of your business and of your customers, is
nurtured with energy, enthusiasm and passion, to bring you through 4 steps:
HOW

6. WOW NOW SERVICES
Analysis
NPS Key Insight
NPS Deep Insight
Hierarchy needs versus NPS
Workshops
NPS from Insight to Action: NPS Detraction root causes
NPS WOW: Turning Passives into Promoters
CEXP Journey & Maturity alignment + actions setting
CJM: Customer Journey Mapping (with partners)
Speeches & Inspiration
Customized workshops, kick-off meeting/ inspire days
Motivational & inspirational speeches
Innovation through creativity & intuitive painting
workshop
Frameworks
Customers Hierarchy of needs
NPS-CEXP Maturity Assessment
NPS-CEXP Household
NPS-CEXP Measurements
Reviews
Customer Experience & Service SCAN
NPS/CEXP Journey & Maturity review
Expertise as a Service
Analyst & advisor on demand
based on your needs
Grounded
Empowered
Activated
Blossoming
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HOW CAN
WE HELP
YOU?
Wow Now 2016 ©
Training
NPS & CEXP: why, what, how
NPS & CEXP: Household & Journey
Wow Customer Service
Change behavior (with partners)
Coaching
Coaching to NPS, Loyalty and Customer Experience
Managers
WHAT

7. Our frameworks to support your NPS to CEXP journey
• WOW Service & Customer Experience Scan  methodology to review
current experience you are delivering and identify improvement
opportunities
• Hierarchy of needs Pyramid  framework to transform DATA into
INSIGHT to drive Fire-Prevention Workshops and identify ACTIONS that
can generate RESULTS
• NPS to Customer Experience Journey  framework to identify phases
and roadmap of your entire CEXP journey
• NPS to Customer Experience Household & Maturity Assessment 
framework to:
• Identify competences needed to accelerate the journey
• Measure maturity of each competencies to identify action needed
• Calibrate internally to ensure alignment on status versus target and to agree goals,
actions and resources needed
Confidential, Wow Now 2016 ©7
WHAT

8. WOULD YOU LIKE TO LEARN MORE? DOWNLOAD
OUR FREE CEXP & NPS TOOLKIT
Wow Now 2016 © 8

9. Testimonials – what our customers value most
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Your ability to think along with your customer is amazing. Wow Now-workshops are inspireful, interactive
and actionable. I always learn something from you
Sigrid van Duffel, Customer Loyalty Manager, Wolters Kluwer Belgium
The dedication, the methodology to perform the deep dive into our existing program were perfect and allow
us to drive insightful conclusions
Benedicte Guichard, CMO Cleeng
Your endless customer focus. Good high level analysis, while practical (to the point and actionable). This gave
us a couple of quick wins that we could implement swiftly after her analysis.
When you work on something for too long, you miss out on obvious elements. Rosaria is able to pick them
up quickly. Also to be able to draw conclusions while data sets are incomplete.
Donald Res, COO Cleeng
Rosaria is a very experienced consultant in customer service area. She focused in a very short time the real
journey of Italian Wolters Kluwer customers and she was able to address some quick wins to improve the
customers experience. Besides she gave us the pillars to implement a roadmap of change to allow Italian
Customers to become strength promoters of our brand. I really appreciated her assessment.
Giovanni Portaluri, Head of Italy Customers and Sales Operations Wolters Kluwer
Click here to read additional recommendations on Rosaria LinkedIn page
Wow Now 2016 ©

10. Testimonials – ex-colleagues
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Rosaria is a inspirational person to work with. She is always thinking of the consumer’s perspective and
willing to change any process, no matter how complicated, to improve the consumer experience.
She is passionate about the difference that a great consumer experience can make for companies. She
spares no effort to analyze a situation and work out the improvements that will make a difference, from
strategic to the smallest operational details.
Laetitia Grammatico, Senior Manager Social Media Consumer Care, Philips
When I think of Rosaria, I see a ball of energy. Passionate about consumer experience and getting things
right, when she puts herself to it, she literally rolls herself around or over obstacles and get things moving
in the direction they need to go in. She can do a lot with her passion and dedication.
Sarah Papamichalis, Digital Consumer Marketing Director, Philips
Rosaria is a very knowledgeable and driven consumer management professional. She works with a lot of
passion, and puts the consumers interests first, still finding innovative ways to manage more efficiently
the consumer relationships. I love her motto “No need for service is best service”, particularly relevant
with ebusiness operations where consumer satisfaction should be the primary focus
Gilles Domartini, formerly VP Online, Philips, now CEO & Founder of Cleeng
Click here to read additional recommendations on Rosaria LinkedIn page
Wow Now 2016 ©

11. Want to connect & read our insights?
Telephone: +31 75 771 4710
Mobile: +31 6 50924311
Skype: rosarialouwman
Facebook: www.facebook.com/wownow.eu
LinkedIn: Rosaria Cirillo Louwman & Wow Now
Twitter: @wownowexp
wownow.eu