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X | NPS In-Company

NPS MASTERCLASS  |  IN-COMPANY

MASTER THE COMPLEXITIES OF NPS® WITH YOUR TEAM


  • 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?

With the 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 challenge. You will design your way of working and realise a joint framework to effectively and continuously make the difference with your NPS initiative in the organisation.

Set against a continuously evolving landscape of trends, developments, 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 digital and A.I. 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?

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. With plenty of examples from real-world cases on about any topic, you will be sure to have a tailored Masterclass.

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 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 NPS Masterclass. So your team walks away with a tangible Action Plan and is empowered to make NPS a success!

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

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 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.

More information

WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY:


THESE COMPANIES HAVE ATTENDED PREVIOUS MASTERCLASSES


Jaap Wilms

MEET


Jaap is one of the handful of trainers in the world that is officially credited as a Recognised Training Provider (RTP) by the CXPA, and gives the popular XM Masterclasses in various places ranging from Delft to Dubai, Seattle to Singapore and Manchester to Moscow.

Jaap consults and supports businesses throughout Europe and is involved in various international CX and NPS roll-outs and networks. He also lectures at renowned Universities like Nyenrode on CX, Loyalty and Strategic Inovation. He is an international Judge for the CX Awards and Director at the Customer Institute and recently acknowledged as Global Thought Leader 2020.

With over 20 years of international experience and having been a CX and NPS leader himself – designing and managing a succesful international NPS Programme in multiple countries in Europe and Asia as Head of Global NPS in the Financial Services industry for years – Jaap brings the actual real life experiences to the table with all the stars and scars, a thorough expertise and original, insightful thinking on how to create momentum and impact.


X | NPS Open House ONLINE

NPS MASTERCLASS  |  OPEN HOUSE ONLINE

NEXT MASTERCLASS


2023

with an extra Q&A follow-up session

ENGLISH SPOKEN

ENGLISH SPOKEN

KEEP ME IN THE LOOPBOOK

Early Bird € 1.395 (approx. $1,400) |  Standard € 1.495 (approx. $1,500)

Early Bird € 1,395 |  Standard € 1,495

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.

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. 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
  • 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, 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.
  • 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 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.

Keep me in the loop!

THESE COMPANIES HAVE ATTENDED PREVIOUS MASTERCLASSES


Jaap Wilms

MEET


Jaap is one of the handful of trainers in the world that is officially credited as a Recognised Training Provider (RTP) by the CXPA, and gives the popular XM Masterclasses in various places ranging from Delft to Dubai, Seattle to Singapore and Manchester to Moscow.

Jaap consults and supports businesses throughout Europe and is involved in various international CX and NPS roll-outs and networks. He also lectures at renowned Universities like Nyenrode on CX, Loyalty and Strategic Inovation. He is an international Judge for the CX Awards and Director at the Customer Institute and recently acknowledged as Global Thought Leader 2020.

With over 20 years of international experience and having been a CX and NPS leader himself – designing and managing a succesful international NPS Programme in multiple countries in Europe and Asia as Head of Global NPS in the Financial Services industry for years – Jaap brings the actual real life experiences to the table with all the stars and scars, a thorough expertise and original, insightful thinking on how to create momentum and impact.


X | CX Open House ONLINE

CX MASTERCLASS  |  OPEN HOUSE ONLINE

NEXT MASTERCLASS


1 & 8 FEBRUARY 2023

& extra 2hr Q&A follow-up session on 15 Feb (opt.)

Special EMEA edition

ENGLISH SPOKEN

ENGLISH SPOKEN

Early Bird € 1.395 (approx. $1,465) |  Standard € 1.495 (approx. $1,565)

Early Bird € 1.395 (approx. $1,400) |  Standard € 1.495 (approx. $1,500)

For Kantar clients, please indicate on the booking form

EARLY BIRD pricing valid till 30 days before start

BOOK

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.

"WHAT'S WITH KANTAR, DO I GET MYSELF IN A COMMERCIAL SESSION?"

You might see or hear the name Kantar, an awesome and world leading data, research and insights company. We like them. And they like us. We share a passion for CX. So their clients can be attending the session for inspiration, challenging and bringing peers together from all over the world. So no sales pitches or promotion hooks, and it’s open for Kantar clients and non-Kantar clients alike.

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.

Learn more

IN JUST 2 (*) DAYS YOU WILL:


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:

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.
  • Successful participants earn the Certificate and LinkedIn Credential.

DATES FOR THIS MASTERCLASS


  • 1 & 8 Feb 2023
  • Dates for 2nd half 2023 to be planned

NO FIT? These dates don’t fit? Reach out for other editions, or maybe you’d like to attend the NPS Masterclass 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.

Subscribe to newsletter

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

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


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!

C'mon, I want this!

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!

CXNPSST

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.

Powerful. Invaluable. Essential. For companies that seek to lead, and for individuals that seek to be successful leaders.

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 5 PROMISES WE MAKE...


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.

More about Jaap

DON'T BELIEVE MY BLUE EYES... BELIEVE OTHERS:


TWITTER



X | NPS Open House LIVE

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


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:


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.

More information

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

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


X | CX Open House LIVE

CX MASTERCLASS  |  OPEN HOUSE LIVE

NEXT MASTERCLASS


26 & 27 JANUARY 2023

ENGLISH SPOKEN

ENGLISH SPOKEN

An extra edition due to popular demand, claim your seat!

Can't make January? We'll have another CX Masterclass 23-24 March 2023!

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

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

EARLY BIRD pricing valid till 30 days before start

BOOK

WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY: