Wow Now overview: why, what & how
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Wow Now is a consultancy focused on enhancing customer engagement and satisfaction through tailored services designed to improve company interactions with clients. Their approach includes actionable insights, workshops, and a structured journey that empowers businesses to transform customer experiences, emphasizing the importance of understanding customer needs. The company boasts a strong track record of boosting customer loyalty and operational efficiency, leveraging expertise in key business areas such as e-commerce, marketing, and customer service.
Wow Now overview: why, what & how
- 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! 2
- 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? 4 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 6 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 9 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 10 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