NPS MASTERCLASS  |  OPEN HOUSE LIVE

NEXT MASTERCLASS


9 & 10 March 2023

ENGLISH SPOKEN

ENGLISH SPOKEN

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

Early bird € 1,995 |  Standard € 2,195

EARLY BIRD pricing valid till 30 days before start

BOOK

WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY:


MASTER THE COMPLEXITIES OF NPS®:
CREATE LOYALTY DRIVEN EXPERIENCES


Join this unique Masterclass dedicated to the Net Promoter Score®. 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 you need, from the comfort of home. That’s not all. Besides the NPS curriculum get ready for real-life corporate expertise, anecdotes, surprising views and more. You’re in for a treat! 

  • How do you embed the Loyalty Strategy adopting changing customer behaviour?
  • What is the NPS business philosophy and how to match it to KPIs and growth?
  • 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 pitfalls. You’ll learn how to create a cohesive measurement framework connecting strategy to tactical and operational levels. You’ll learn to calculate financial returns, design target setting, and manage abuse and ethics. And you’ll learn what it takes to set up an NPS Programme, design organisational accountability, and create a sustainable successful thriving NPS culture. In short: you will encounter the full breadth of what it means to be in NPS today… Are you up for it?

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


THE NPS MODEL TO BUILD ON

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.


IN-COMPANY MASTERCLASS

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 plenty of examples from real-world programmes on about any topic, you will be sure to have a tangible Roadmap that fits your ideas, industry, aspirations and challenges.

Learn more

IN JUST 2 DAYS YOU WILL:


  • 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

TIMING & PRICE


Timing:

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

Price:

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

Included:

  • All lunches, bites & drinks, dinner + overnight stay in Delft (NL). The location of the Masterclass is DOB (the Old Library), dinner is at ChefsBar, and you’ll stay over in the fantastic hotel Arsenaal. In short, a Delft experience to remember.
  • 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.

DATES FOR THIS MASTERCLASS


  • 9 & 10 March 2023
  • Dates HY2 t.b.p.

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!

THESE COMPANIES HAVE ATTENDED PREVIOUS MASTERCLASSES


LOCATION


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. https://hotelarsenaal.com/ 

Jaap Wilms

MEET


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.

UPCOMING X MASTERCLASSES

24-25 November 2022

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

1 & 8 FEBRUARY 2023

An inspiring, international 2,5 day ONLINE experience, for a lifetime global CX network and a full preparation for the CCXP Exam.

See entire agenda