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 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?


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.


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


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.



  • 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.


  • 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.


  • Please reach out for details.
More information

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


Jaap Wilms


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

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

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


5 & 6 SEP 2024

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


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

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