Cancellation conditions CX Masterclass
CANCELLATION CONDITIONS
The following cancellation conditions are applicable for our Open House Customer Experience Masterclass registrations:
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Cancellation of your CX Masterclass
You can cancel without any costs up to two months before the start of the CX Masterclass you have registered for. If you cancel between two months and one month before the start of the CX Masterclass you have registered for, we will charge you 50% of the price. If you cancel less than one month before the start of the CX Masterclass you have registered for, we charge the full CX Masterclass price.Delegating a replacement participant instead of cancellation is possible in consultation with us, provided you inform us at least 4 weeks in advance. If you want, we can transfer your registration to a later edition of the CX Masterclass (see 2.).
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Postponing your CX Masterclass
Postponing your participation to an upcoming CX Masterclass is possible. But, if you cancel and postpone within one month before the CX Masterclass (of your original choice) starts, we will charge you the non-refundable (reservation) costs of 500 euros excluding VAT.
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No-show on training days: full fee due unless discussed
If you do not appear on the first training day, we will mark this as a cancellation. Similarly, if you are unable to attend the entire CX Masterclass, the full course fee will remain due, and the hours missed will lapse -or- we can work something out (see point 1) so just stay in touch with us.
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Trainer change: alternate trainer hosts
Should one of the trainers be unable to host the Masterclass due to unforeseen circumstances, the entire Masterclass is hosted by the other trainer.
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Full cancellation by us: choose later CX Masterclass at no costs
Should a full cancellation of a CX Masterclass occur from our side, all participants are informed as soon as possible and eligible to choose a seat in, or delegate a replacement for, one of the later scheduled CX Masterclasses to no extra costs.
Contact via email for any changes: graciela@nienkebloem.nl
All communication around possible cancellations, delegations or postponements for the Masterclass are to be done by e-mail to Graciela Duran, who arranges and coordinates everything for us and for you.
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X | NPS In-Company
NPS MASTERCLASS | IN-COMPANY
WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY:
MASTER THE COMPLEXITIES OF NPS® WITH YOUR TEAM
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 globa? 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?
THE COURSE IS CO-DESIGNED WITH YOU
The basis is already there and includes all aspects of NPS. Do you want to have more focus on for example Business Storytelling, a specific company challenge or work towards a tangible Roadmap, no problem. During an intake any specific organisation challenges, aspirations or other requests are discussed and incorporated to create a unique, fully tailored NPS Masterclass. So your team walks away with a tangible Action Plan and is empowered to make NPS a success!
- 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?
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 JUST 2 DAYS YOU WILL:
- Learn the 6 NPS Competences and the NPS Framework
- Get challenged with 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
- Optional: Extend this Masterclass to 3 days
- Optional: Extend this Masterclass with a 90 days challenge to keep the team engaged during 3 whole months (includes coaching)
Benefits for COMPANIES
- Ensures the latest and sustainable NPS expertise within the company
- Activate change based on your brand, sector and industry insights
- Gauge competition, learn from outliers and capture opportunities
- Provides a common framework and language for employees
- Creates an actionable team roadmap to take on company challenges
- Increases external marketability, profile and visibility
- Stimulates discussions with NPS peer companies and (new) networks
- Demonstrates company commitment to good employership
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 networks
- Demonstrates personal commitment to improvement
DELIVERY & LOCATION
This Masterclass is available LIVE and ONLINE.
With online classes the platform is Zoom or Teams. With live classes the location can be anywhere in the world. The In-house Masterclasses have been given from Manchester to Moscow and Delft to Dubai.
An inspiring location?
- But if you’re not sure where you want to hold it…
- You are interested in an off-beat location…
- And people are flying in from all over the place anyway…
Well, then this might be a good idea: you are invited to have the Masterclass in Delft, The Netherlands. Easily reachable by train and with two airports nearby (Schiphol Airport and Rotterdam Airport), Delft is an absolute gem and quite something else then the usual places you go to. Renowned for its painters like Vermeer, its world famous blue porcelain and it’s medieval centre and canals it is a great place to be and a welcome break away. If you are interested in this, everything from location to dinner and a Surprise Visit or Guest Speakers that have earned their marks in CX and NPS at renowned companies will all be arranged for you. …We talk about experiences a lot, let’s be in one.
TIMING & PRICE
Included:
- With a live 2 Day version, included is an overnight stay in a luxury hotel on Day 1 (location t.b.d.), lunches both days and dinner on Day 1 and of course the hardcopy of the high-end Masterclass syllabus.
- With online sessions, every participant gets a hardcopy of the high-end Masterclass Syllabus and other material sent to his/her work address or private address to make all the notes, keep background information and build the Personal Action Plan.
- Successful participants receive a Masterclass Certificate, LinkedIn Educational Accreditation and promotion on social media.
Timing:
- Both live and online Masterclasses start Day 1 and Day 2 at 9 AM (optional pre-class access 8.45 AM), and end on Day 2 at 5 PM.
- The online editions have an extra ‘Follow-up session’ one week later for an extended Q&A and to share experiences in applying the learnings to the real unruly business life.
- In-Company editions’ timing can be adjusted to optimally fit business schedules.
Price:
- Please reach out for details.
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., NICE Satmetrix Systems, Inc., and Fred Reichheld
THESE COMPANIES HAVE ATTENDED PREVIOUS MASTERCLASSES
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
X | NPS Open House ONLINE
NPS MASTERCLASS | OPEN HOUSE ONLINE
Let's address The Elephant in the room...
“An ENTIRE day ONLINE?“ You are not the first to ask. But we’ve designed an engaging mix of interactive modules, challenging exercises, peer discussions and plenty of breaks so the day flies by. With overwhelming feedback of previous attendees, we are confident we’ve found the right mix.
WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY:
MASTER THE COMPLEXITIES OF NPS®:
CREATE LOYALTY DRIVEN EXPERIENCES
There is a reason we call NPS the Fight Club Metric. There are tons and tons of articles, posts and opinions. Some well-informed, most however… not so.
This Masterclass is dedicated to the Net Promoter Score®. In two days you’ll learn all about the many discussions, understand the different perspectives and take your own stand. You’ll explore how NPS fuels the company strategy and drives value. You’ll be amazed how psychology hugely influences your surveys leading to sharper insights. And above all, you’ll see how NPS initiatives can be designed into a succesful programme.
It’s far from ‘just measuring a score’. We are about one thing: making change.
“NPS is not about the score. Not at all. Sure, there is plenty of interesting stuff to agree or disagree with when you focus on the score, the scale, the formula, the calculations.
But, the magic of NPS is not that. It lies in the business philosophy behind it that focuses on predicting future behaviour, on stimulating loyalty and advocacy to drive value, on building initiatives into a change programme to transform your organisation… That is the real magic of NPS.”
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 and how to turn NPS into a successful programme.
And it’s not only expertise. It’s also experience! We. Have. Done. It. Ourselves! As former Head of Global NPS in Financial Services we know exactly what we are talking about. So get ready for many, many real-life anecdotes in the big corporate world, the political pitfalls, how to counter biased (and ego-filled) stakeholders, unexpected anecdotes, surprising but succesful tips and more.
WHAT YOU'LL LEARN
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. 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?
- How do you drive value with NPS as a Loyalty Strategy and align it with your brand?
- How to optimise insights, changed customer behaviour and opportunities?
- How to design a solid measurement framework and KPIs?
- How to successfully engage and commit all layers of the organisation?
- How to deal with bonuses or people manipulating the scores?
- How to organise a mature Closing the Loops system?
- How do you design modern, relevant surveys?
- How are you going to do this with a compelling vision, story, model and roadmap?
Need we go on?
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.
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
- Opens discussions with NPS and CX peers and new networks
- Demonstrates personal commitment to improvement
TIMING & PRICE
Timing:
- The Masterclass starts Day 1 at 9 AM (pre-class access / virtual walk-in at 8.45 AM) and ends 6 PM.
- Day 2 starts again at 9 AM (pre-class access / virtual walk-in at 8.45 AM) and ends 6 PM again.
- Then, one or two weeks after there’s a ‘Follow-up‘ from 9 AM till 11.00 AM with additional Q&A time and sharing experiences on how it was to apply the learnings to the unruly daily life.
- All times are CET (in case of Daylight Saving Time: CEST).
Price:
- Early bird price: € 1,395 | Full price: € 1,495
- All prices are excl. VAT
Included:
- A hardcopy of the high-end Masterclass syllabus and all other materials are sent to your home address or office in a luxury box.
- Successful participants earn the Certificate and LinkedIn Credential.
DATES FOR THIS MASTERCLASS
- On demand
KEEP ME IN THE LOOP! Masterclasses are continuously planned. Let us know if you want to be kept in the loop of new dates.
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., NICE Satmetrix Systems, Inc., and Fred Reichheld
THESE COMPANIES HAVE ATTENDED PREVIOUS MASTERCLASSES
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
X | CX Open House ONLINE
CX MASTERCLASS | OPEN HOUSE ONLINE
NEXT MASTERCLASS
15 & 22 June 2023
SOLD OUT
Special EMEA edition
ENGLISH SPOKEN
ENGLISH SPOKEN
ENGLISH SPOKENEarly Bird € 1.395 (approx. $1,495) | Standard € 1.495 (approx. $1,595)
Early Bird € 1.395 (approx. $1,495) | Standard € 1.495 (approx. $1,595)
For Kantar clients, please indicate on the booking form
EARLY BIRD pricing valid till 30 days before start
Let's address The Elephant in the room...
“An ENTIRE day ONLINE?“ You are not the first to ask. But we’ve designed an engaging mix of interactive modules, challenging exercises, peer discussions and plenty of breaks so the day flies by. With overwhelming feedback of previous attendees, we are confident we’ve found the right mix.
MASTER THE COMPLEXITIES OF CX and prepare for the official ccxp exam
Enrol in this CX Masterclass endorsed by the CXPA. There are only a few official CXPA trainers in the world (the so-called RTPs: Recognised Training Providers) to optimally prepare you for the official CCXP Exam. This Masterclass gives you all you need, from the comfort of home. That’s not all. Besides the CXPA curriculum get ready for real-life corporate expertise, anecdotes, challenges, surprising views and more. You’re in for a treat!
- You want the best preparation for the CCXP Exam?
- Are you looking to grow in your role as a CX professional?
- You want to become an even better leader in the field of CX?
- You want the real deal, the ones that have actually done it?
Join this online Masterclass for two days of expertise, an exclusive follow-up session, high value content, peer exchanges and blended learning. With luxury material sent to your home, virtual drinks and loads of surprising challenges on your laptop at home this is an all inclusive CX learning experience.
The course is designed to cover all aspects of CX. Using examples from real-world CX programmes, you will learn about strategy, insights, measurement, design, organizational accountability, your role as a CX professional, and a thriving CX culture. Set against a continuously changing and evolving landscape of trends, developments, challenges and changing consumer behaviour you will encounter the full breadth of what it means to be in CX today.
IN-COMPANY MASTERCLASS
With an IN-COMPANY Masterclass edition you can design your own CX 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 CX, explore the different building blocks of what makes a good CX 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.
IN JUST 2 DAYS YOU WILL:
- Learn the new 5 CX Competences according to CXPA
- Get ready for the CCXP Exam, incl. Test Questions per Competence
- Look at global best (and worst) practices in CX
- Learn about CX trends and developments
- Create your Personal CX Plan and grow as a versatile CX Leader
- Internalize how to apply CX directly to your day-to-day business
- Join a network and learn from peer exchanges and exercises
Benefits for INDIVIDUALS
- Validates credibility and expertise
- Provides a framework for advancement and value creation
- Increases marketability, profile and career path options
- Stimulates discussions with CX peers and opens up networks
- Demonstrates personal commitment to improvement
TIMING & PRICE
Timing:
Day 1 and Day 2: 9 AM to 6 PM
ALL TIMES ARE UTC/GMT +2 or +3
(depending Winter / Summer time)
For example:
Dubai (UAE): 10 AM to 7 PM
Riyadh (KSA), Moscow (RUS): 9 AM to 6 PM
Cairo (EGY), Johannesburg (ZAF): 8 AM to 5 PM
Amsterdam (NL), Berlin (DE): 7 AM to 4 PM
- The Masterclass starts Day 1 at 9 AM (pre-class access / virtual walk-in at 8.45 AM) and ends 6 PM.
- Day 2 starts again at 9 AM (pre-class access / virtual walk-in at 8.45 AM) and ends 6 PM again.
- Then, the week after there’s a ‘Follow-up‘ from 9 AM till 11.00 AM with additional Q&A time and sharing experiences on how it was to apply the learnings to the unruly daily life.
Price:
- Early bird price: € 1,395 | Full price: € 1,495
- Invoicing is in Euro
- All prices are excl. VAT, CCXP Exam fee and/or CXPA Membership.
- It is possible to offer an ‘all-inclusive’ package that includes the CCXP/CXPA costs, including a discount as you register through an official RTP. Please inform about possibilities and costs.
Included:
- A hardcopy of the high-end Masterclass syllabus and all other materials are sent to your office or home address in a luxury box.
Certificate and Recognition:
- Participants earn an official Certificate (hardcopy and digital).
- Participants earn a recognised LinkedIn Education credential.
- Participants are spotlighted on social media to CX peers.
Eligibility:
- No formal educational background or diploma’s required, but the more years directly or indirectly involved in CX, NPS, VoC (in a management, executive or operational role) the better.
- For those participants that afterwards want to go up for the global CCXP Exam, there are other requirements applicable. See cxpa.org.
DATES FOR THIS MASTERCLASS
- 15 + 22 June 2023 SOLD OUT
- No other dates planned yet
NO FIT? These dates don’t fit? Reach out for other editions, or maybe you’d like to attend the NPS Masterclass (tip!) first then?
KEEP ME IN THE LOOP! Masterclasses are continuously planned. Let us know if you want to be kept in the loop of new dates. We’ll send you our newsletter, filled with updates and inspiration.
WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY:
THESE COMPANIES HAVE ATTENDED PREVIOUS MASTERCLASSES
PLATFORM
Platform: This Masterclass is hosted on Zoom or if needed Teams. A user-friendly platform to have interactive and engaging video calls with. You’ll receive all the information and calendar invites upon registering, and that’s it. Easy. We’ll also be enoying some exercises, and these are done on the platform Mural. Again, an easy platform. And if you don’t know it yet, no worries, we’ll explain it all.
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
X Masterclasses
Welcome to the world of x
CUSTOMER
EXPERIENCE
MASTERCLASS
You want to go up for the CCXP Exam? This CXPA accredited training is the perfect preparation! Follow this inspiring Masterclass live or online, individually or in a tailored In-Company training. Challenge yourself to be a CX Expert and book your seat to get fully prepared by one of the few CXPA trainers in the world.
NET PROMOTER
SCORE
MASTERCLASS
The Loyalty Experience… You want to know what NPS is really all about? How to turn it into a successful programme adopted by the business? With the actual real-life experience of running international NPS Programmes, this course contains the tips and hard lessons to make it a success in the unruly business life.
BUSINESS STORYTELLING
MASTERCLASS
Stories bring new perspectives, inspire, capture the imagination. Business Storytelling makes you spark a movement and see your organisation rally behind you and your ambitions. So explore your story, building blocks, and how to influence your audience. In short: Design your impact, claim your position.
AGENDA
ST Open House
LIVE
For now, the Business Storytelling Masterclass is only for teams, and only live. But, we’d love to hear from you if you want to join as an individual, or with only a few colleagues. We’re already planning to turn this Masterclass into an Open House version. So if you’re really keen to be challenges and inspired to design stories, we might as well fast track it. Reach out, let us know!
In-Company
LIVE and ONLINE
We deliver Masterclasses for cool companies all the time. We do them LIVE on your location, or we invite you to our spectacular places. And we do ONLINE, seems daunting? We promise you an inspiring, interactive, immersive course that will rock you. And as always, these editions are fully tailored to your specific industry, challenges and ambitions… Reach out, let’s have a call!
THE X MASTERCLASSES
Businesses worldwide have woken up to the significance of managing and curating their Experiences (X). It’s all about those different fields of expertise that enable companies to design, manage and improve the relationship, interactions and value of their customers, partners and clients.
For us, this means we passionately believe to pursue a proven and professional understanding of Customer Experience, Loyalty Experience (NPS) and Data-Driven Experience. As well as the skillset HOW to make it a success. In other words, to rally the organisation behind these ambitions through Business Storytelling.
WHO
The Masterclasses are designed for senior professionals that design, improve and/or lead in CX, NPS or VOC related programmes and initiatives in their companies or at clients. Roles attending are typically from CX, NPS, Programme Managers, Marketing, Research and also HR, Customer Care or anyone who seeks to expand their skills and expertise.
The Masterclasses are applicable for all sizes of companies and all industries in B2B, B2C, B2G (Government) and B2P3 (Patients, Passengers or Partners).
OPEN HOUSE & IN-COMPANY
All the Masterclasses are held Open House (scheduled Masterclasses for which you can sign up) as well as In-company editions (exclusively planned for your teams and specially tailored you your ambitions).
LIVE & ONLINE
All the Masterclasses are available as a live Masterclass as well as online Masterclasses for a full virtual experience.
WHERE
The Masterclasses have an international focus and appeal. They are hosted all over the world (when Covid allows). And with Open House editions you’ll see participants and companies from all over the globe likely to join you.
With the live Masterclasses we take great pride in choosing the most inspiring locations to truly deliver a great experience. From five star Grand Hotels to cool industrial lofts and more. And rest asure, the online editions aren’t lacking in inspiration and experiences either…
WHAT
The Masterclasses are in-depth, challenging and surprising. A proven range of topics that are essential, commonly accepted building blocks combined with inspiring trends and developments, unexpected viewpoints, best cases from around the globe and real-life experiences. O, and did we mention great exercises, peer learning, your own Action Plan, sample Exam questions (incl. those to prepare you for the CCXP Exam)? This is really one fully immersive experience!
The Masterclasses are delivered and designed by people that have actually done it! Grounded in real-life with all the ‘scars and the stars’! No textbook-only teaching or consultants on the sidelines. We want the real deal: extensive sharing of ‘war notes’, bending the truth, playing the game, avoiding pitfalls and stakeholder management.
It’s all about transformational change. That means something …extra. Not just learning text books, nor just being able to copy best practices. Sharing and showing innovative trends, behavioural psychology, off-beat perspectives is truly essential for success.
All X Masterclasses are linked. Of course… They’re all part of the same universe. So you’ll get all the cross-references to deepen insights and enrich understanding. However, we do not stand for simply duplicating slides. All material in every Masterclass is fully original.
Often overlooked or justified, but high quality visuals and material bring theory, models, examples and inspiration to life. It should explode from the page and screen. Sharp, engaging and just awesome it’s an essential part to make it all stick!
We don’t do outdated stuff, old and chewed out examples. We’re always at the forefront of what’s happening and relevant. Our genuine passion and promise is that we will have the latest examples, novel takes, innovative views that are happening right now!
Jaap Wilms
TRUSTED SPARRING PARTNER
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 CCXP Exam and that coveted CCXP title. 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. 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…
Jaap is also a guest lecturer at some renowned Universities and MBAs where he teaches CX and Strategic Innovation. He is a guest on podcasts (e.g. the Forrester CX podcast), frequents the stage, is Director at the Customer Institute and Chair of Judges at the International CX Awards.
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.
DON'T BELIEVE MY BLUE EYES... BELIEVE OTHERS:
X | NPS Open House LIVE
NPS MASTERCLASS | OPEN HOUSE LIVE
NEXT MASTERCLASS
On demand
ENGLISH SPOKEN
ENGLISH SPOKEN
ENGLISH SPOKENEarly 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
WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY:
MASTER THE COMPLEXITIES OF NPS®:
CREATE LOYALTY DRIVEN EXPERIENCES
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?
WHAT YOU'LL LEARN
- 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.
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 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 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.
DATES FOR THIS MASTERCLASS
- 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.
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 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!
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., NICE Satmetrix Systems, Inc., and Fred Reichheld
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
X | CX In-Company
CX MASTERCLASS | IN-COMPANY
MASTER THE COMPLEXITIES OF CX WITH YOUR TEAM
Enrol in this CX Masterclass endorsed by the CXPA and given by an official CXPA trainers: the so-called RTPs: Recognised Training Providers. It will optimally prepare you for the official CCXP Exam!
- Are you looking to grow as a team of CX professionals?
- You want to raise the bar together, with a common language and framework?
- You are looking for an actionable roadmap finetuned to your needs?
- You want to optimize working together across countries?
With the IN-COMPANY Masterclass edition you can design your own CX Masterclass and put the focus on your business challenges. It is an ideal way to learn, discuss and challenge. You will design your way of working and realise a joint framework to effectively and continuously make the difference with your CX initiatives in the organisation.
In two or three days you and the team will go through the latest in CX expertise. Learn about strategy, insights, measurement, design, organisational adoption and creating a thriving CX culture. It is set against a continuously evolving landscape of trends, developments and changing consumer behaviour. Added is a rich variety of programme management experiences as well as surprising twists, challenges and novel insights. In short, you will encounter the full breadth of what it means to be in CX today. It’s an all inclusive CX learning experience, fully tailored to your needs.
The course is co-designed with you.
The basis is already there and includes all aspects of CX. Do you want to have more focus on for example NPS, a specific company challenge or work towards a tangible Roadmap, no problem. With plenty of examples from real-world CX programmes on about any topic, you will be sure to have a tailored Masterclass.
ALL OVER THE WORLD...
The In-company CX Masterclass is given all over the world for a wide variety of companies. Will you join their ranks?
- Delft, The Netherlands
- Dubai, UAE
- Durbuy, Belgium
- Manchester, United Kingdom
- Moscow, Russia
- Seattle, United States
- Kuala Lumpur, Malaysia
- St. Petersburg, Russia
- Provo, United States
- Utrecht, The Netherlands
IN-COMPANY EDITIONS are fully TAILORED
During an intake any specific organisation challenges, aspirations or other requests are discussed and incorporated to create a unique, fully tailored CX Masterclass. So your team walks away with a tangible Action Plan and is empowered to make CX a success!
IN JUST 2 DAYS YOU WILL:
- Match and challenge CX to business strategy
- Learn the new 5 CX Competences according to CXPA
- Look at global best (and worst) practices in CX
- Discuss CX trends and developments
- Motivate employees to act upon analyses and insights
- Internalize how to apply CX directly to your day-to-day business
- Join a network and learn from peer exchanges and exercises
- Optional: Get the team ready for the coveted CCXP Exam
- Optional: Extend this Masterclass to 3 days
- Optional: Mix & Match this Masterclass with NPS modules
Benefits for COMPANIES
- Ensures the latest and sustainable expertise within the company
- Provides a common framework and language for employees
- Creates an actionable team roadmap to take on company challenges
- Increases external marketability, profile and visibility
- Stimulates discussions with CX peer companies and (new) networks
- Demonstrates company commitment to good employership
Benefits for INDIVIDUALS
- Validates credibility and expertise within the company
- Provides a framework for advancement and value creation
- Creates a personal Action Plan for your team or company challenges
- Increases external marketability, profile and career path options
- Stimulates discussions with CX peers and opens up networks
- Demonstrates personal commitment to improvement internally
DELIVERY & LOCATION
This Masterclass is available LIVE and ONLINE.
With online classes the platform is Zoom or Teams. With live classes the location can be anywhere in the world. The In-house Masterclasses have been given from Manchester to Moscow and Delft to Dubai.
Inspiration
- But if you’re not sure where you want to hold it…
- You are interested in an off-beat location…
- And people are flying in from all over the place anyway…
Well, then this might be a good idea: you are invited to have the Masterclass in Delft, The Netherlands. Easily reachable by train and with two airports nearby (Schiphol Airport and Rotterdam Airport), Delft is an absolute gem and quite something else then the usual places you go to. Renowned for its painters like Vermeer, its world famous blue porcelain and it’s medieval centre and canals it is a great place to be and a welcome break away. If you are interested in this, everything from location to dinner and a Surprise Visit or Guest Speakers that have earned their marks in CX and NPS at renowned companies will all be arranged for you. …We talk about experiences a lot, let’s be in one.
TIMING & PRICE
Included:
- With a live 2 Day version, included is an overnight stay in a luxury hotel on Day 1 (location t.b.d.), lunches both days and dinner on Day 1 and of course the hardcopy of the high-end Masterclass syllabus.
- With online sessions, every participant gets a hardcopy of the high-end Masterclass Syllabus and other material sent to his/her work address or private address to make all the notes, keep background information and build the Personal Action Plan.
- Successful participants receive a Masterclass Certificate, LinkedIn Educational Accreditation and promotion on social media.
Timing:
- Both live and online Masterclasses start Day 1 and Day 2 at 9 AM (optional pre-class access 8.45 AM), and end on Day 2 at 6 PM.
- The online editions have an extra ‘Follow-up session’ one week later for an extended Q&A and to share experiences in applying the learnings to the real unruly business life.
- In-Company editions’ timing can be adjusted to optimally fit business schedules.
Price:
- Please reach out for details.
WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY:
THESE COMPANIES HAVE ATTENDED PREVIOUS MASTERCLASSES
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
X | CX Open House LIVE
CX MASTERCLASS | OPEN HOUSE LIVE
NEXT MASTERCLASS
28 & 29 NOVEMBER 2024
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