On demand



Early Bird € 2,095 |  Standard € 2,295

Early bird € 2,095 |  Standard € 2,295

EARLY BIRD pricing valid till 30 days before start


Also available on Springest



You think you know NPS or what the Loyalty Strategy is about? You know how your surveys are telling your customers exactly how you feel about them? You know how to get the most out of your insights and compare them across the globe? Which complexities are behind designing a measurement framework? How to set up a successful programme and get the organisation on board? …Think again.

Join this unique Masterclass dedicated to the Net Promoter Score® and creating loyalty driven experiences. In two days of in-depth expertise, surprising insights, peer exercises and blended learning you’ll fully experience what it means to be in NPS today. This Masterclass gives you all the knowledge you need to be successful. And that’s not all. The NPS deep-dive is littered with real-life corporate expertise, actual anecdotes, surprising views, unique challenges, loads of useful templates, tangible actions and more. And all of this in a stunning setting with new peers to meet.

So, this is not some broad introduction course. This is a course for those that are serious about understanding and applying NPS. For those that want to be inspired, challenged and explore the endless opportunities of creating loyalty. Are you in?


  • How do you play into continuously changing customer behaviour?
  • What is the NPS business philosophy and how to match it to KPIs and growth?
  • What’s modern survey design and how to really understand, analyse and use its insights?
  • How to successfully embed NPS in all layers of the organisation and avoid pitfalls?
  • How are you going to do this with a compelling vision, story, model and roadmap?

Set against a continuously evolving landscape of trends, changing consumer behaviour and surprising challenges for your organisation you’ll learn about the Loyalty Strategy, the often vitriolic public discourse and the future of NPS in an increasingly disloyal world.

You’ll learn about modern, dynamic and smart survey design. You’ll deep-dive in analyses, scores, responses and its many, many pitfalls. And you’ll explore the balance between ‘getting in the numbers’ versus ‘creating impact’.

You’ll learn how to create a cohesive measurement framework connecting strategy to tactical and operational levels. You’ll explore how to manage Closing the Loops with useful templates and tips. You’ll learn to calculate financial returns, design target setting (and negotiate with workers’ councils and trade unions). You will marvel at n the inevitable abuse of the system (NPS and bonuses) as well as discuss the ethics of asking for your customers’ data.

For the organisation, you’ll learn what it takes to set up an NPS Programme, design accountability (even if no one knows what NPS means), and define who should be engaged, and lastly how to create a sustainable successful  and thriving NPS culture.

Enough? Let’s make it short and concise: with this deep-dive course you will encounter the full breadth of what it means to be in NPS today… A modern, relevant, flexible and powerful loyalty accelerator for your company.


NPS can be overwhelming. Especially when considering its role in a continuously evolving landscape of trends and developments. So it’s essential to get a good grip on what needs to be done. We’ll use the NPS Tidal Wave Model © to guide us through all the different elements. Grounded in real-life experience this model gives you the full scope of what to do, and the means how to do it. It’s a practical and useful guide for firmly embedding NPS in your organisation and creating a customer centric movement.


  • Learn the 6 NPS Competences and the NPS Framework
  • Get challenged and in-depth expertise in all aspects of NPS
  • Learn Global Best Practices, trends and developments in NPS
  • Get personally inspired for success in the extra module ‘NPS Role’
  • Connect and learn with your team and colleagues involved in NPS
  • Create a Personal or Team NPS Action Plan and NPS Roadmap to build your own NPS Programme set for success

Benefits for INDIVIDUALS

  • Builds and validates credibility and expertise
  • Provides a framework for advancement and value creation
  • Creates a pivotal position linking Brand, Strategy, Customer Experience and Loyalty Management
  • Increases marketability, profile and career path options
  • Stimulates discussions with NPS and CX peers and opens up networks
  • Demonstrates personal commitment to improvement



  • The live Masterclass starts on Thursday 9 AM and ends the following Friday at around 5 PM.


  • Early bird price: € 2,095 |  Full price: € 2,295
  • All prices are excl. VAT


  • All lunches, bites & drinks, dinner + overnight stay in Delft (NL). The location of the Masterclass is DOB (the Old Library), dinner is at Chefsbar Centre or La Tasca, and you’ll stay over in the fantastic hotel Arsenaal. In short, a Delft experience to remember (tip, book an extra night to enjoy the city).
  • A hardcopy of our high-end Professional’s Guide to NPS Syllabus.
  • Completing the course leads to the NPS Masterclass Certificate, a LinkedIn Educational Accreditation and promotion on social media.


  • 25 & 26 May 2023

KEEP ME IN THE LOOP! Masterclasses are continuously planned. Let us know if you want to be kept in the loop of new dates.

Keep me in the loop!


With an IN-COMPANY Masterclass edition you can design your own NPS Masterclass and put the focus on your business challenges.

It is an ideal way to learn, discuss and grow as a team. You will be inspired and challenged in NPS, explore the different building blocks of what makes a good NPS Programme, and to design your impact in the organisation.

With examples from real-world programmes and fitting your ideas, industry, aspirations and challenges you will have your own tailored NPS course. Highly relevant, addressing your specific issues and ambitions, and including a tangible Team Roadmap you can start with immediately. The whole experience is an incredible kickstart and boost for your team!

Available LIVE and ONLINE.

Learn more

Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., NICE Satmetrix Systems, Inc., and Fred Reichheld



Venue: This Masterclass takes place in The Old Library (DOB) in Delft, the Netherlands. Renowned for its painters like Vermeer (Girl with the Pearl Earring), its world famous blue porcelain and it’s medieval centre and canals Delft is an inspiring place to be. The hotel is Hotel Arsenaal, a stunning 1600s monumental building and previous arsenal housing the cannons, firearms and ammunition for the Dutch East India Company ships that travelled the world.

Everything we’ll do in the city, from the venue to the hotel and the dinner is all within short walking distance. We talk a great deal about experiences, let’s be in one.

Public transport: Delft is very easy accessible. It is a 40 minute train ride from Amsterdam Schiphol Airport, and then only a few minutes walk to the hotel. Lucky ones can fly in from Rotterdam The Hague Airport, which only takes you 20 minutes by taxi.

Car: You can park your car at the hotel, but please ask as there is limited space.

Address: Hotel Arsenaal By WestCord: Korte Geer 1, 2611 CA Delft, The Netherlands. 

Jaap Wilms


Jaap is one of the few very experienced CX and NPS practioners around. He consults businesses all over the world and also leads various global CX and NPS roll-outs for international renowned companies.

Accredited by the CXPA Jaap hosts the popular CX Masterclasses that prepare you for the coveted CCXP Exam. As one of the only a handful of globally Recognized Training Providers he travels from Moscow to Manchester, Dubai to Delft, and Seattle to Singapore for it. Or perhaps you’d like to immerse yourself in the world of NPS and the Loyalty Strategy. Or what about upskilling yourself in Business Storytelling to design your impact in the organisation…

With 23 years of experience in CX and NPS, working and living in several countries, Jaap brings actual real-life experiences to the table. Having been a Customer Experience Leader himself in a large corporate for years – designing, running and modernising a complex NPS programme for multiple countries in Europe and Asia – he knows the unruly business world and the political games played very, very well. Combine that with a broad and in-depth expertise, and an array of surprising, original off-beat knowledge he’s sure to surprise, inspire and support you.


20 & 21 June 2024

A 2 day inspiring LIVE experience that will stay with you for a lifetime CX career and officially prepares you for the CCXP Exam


An inspiring 1 or 2 day LIVE experience to re-imagine your narrative, gain influence and strengthen your position in the company.

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