
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 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
- Optional: Extend this Masterclass to 3 day
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.
WE JUST LOVE WHAT OUR PREVIOUS ATTENDEES HAD TO SAY:
Yeah! I can definitely recommend this Masterclass to anyone in CX. A ton of inspiration and practical takeouts. And made some CX friends along the way :-DMaartje Reijnders
Customer Experience Manager, Liander
This masterclass was great for having a broad understanding of the basis of CX: highly recommended!!Fulvio Marfoni
Global Knowledge Management Strategies, HP
For me everything fell into place, exactly what I needed. Interesting and applicable, and none of it boring and dry. The examples really helped to make it stick. Jaap's enthusiasm and vulnerability is super, the location an dinner an absolute joy.
This Masterclass was one of the few courses I did that met my expectations. It was fast, fun, with many examples and definitly a lot of expertiseVeddah Veenhoven
Teamlead Facility Operations, ABN AMRO Bank
Just go, learn and have fun, it's worth every penny and every minute!Natasja Seigers
Online marketingadviseur, Will & Co B.V.
The online CX Masterclass by Jaap was a great experience, full of knowledge, exercises, tips & tricks and fun! It was interesting, practical and absolutely useful. Definitely recommend!Olga Kullander
Process Improvement & Customer Experience Professional, Manpower Russia
Still buzzing! Excited to bring it all into practice. Big thanks!Meyke Reitsma
Senior CX Market Researcher, Alliander
Jaap understands how to transform global organisations. His structured programme disciplines means multiple change levers are pulled at just the right time. He appreciates that customer centric thinking is an individual skill and an organisational pillar. Both need to be strengthened, nurtured and developed with an unforgiving drive. Jaap is the powerlifter for Customer Experience.Keith Fletcher
Head of Global NPS, E.ON
The CX Masterclass helps you to excel as a CX Professional and challenges you in your CX role in your organisation. With very highly educated and experienced trainers they share their experiences with real life cases and practical tips you can adopt. And it’s useful and fun to discuss CX topics and challenges with peers.Erica Kroese-Ham
Head of Customer Experience Consultants CX, ABN AMRO Bank
I have learned a lot about the technology side of things in regards to Customer Experience. Now, this Masterclass allowed me to place that knowledge into a broader strategic view: to understand more about CX structures at organizations, CX Culture, CX Design, CX Measurement, and overall CX strategy. Very excited to take these new learnings and continue with helping organizations to deliver a great experience for their customers!Donia Ibrahimi
Customer Experience Solution Advisor and Design Thinker, SAP
Just take the class, it will provide the necessary theoretical and strategic background you need to really make a change as a CEX professional.Sylvie Thibo
Customer Experience Expert, Eneco Belgium
I’m using content from the Masterclass regularly... even when I already knew some content, it was presented in such a cool, engaging way!Louise Foody
Global Head of Digitalisation, Kingspan
I felt so inspired after completing this online masterclass. Jaap is so vibrant and engaging throughout! (... and thank you for introducing me to Rick Astley!)Sarah Rowntree
CX Manager, Kingspan
In a world where Zoom has become standard (and I regularly suffer Zoom fatigue) it is a standout that I spent 9 hours+ in a single day in a zoom call AND could have happily / willingly / enthusiastically carried on into the evening. The Masterclass is no doubt a fantastic grounding in all things CX, but it is amazing that this has been delivered online and was still successful in creating human connection amongst fellow pupils. Loved it.Helen Flood
Global Head CX, Kingspan
The module on the NPS Role was more like a life coaching session. It was very surprising and definitely GREAT!!!Evgeniy Pimenov
CX Lead, Glowbyte Consulting
Lovely group, engaging stories by Jaap, felt not just learning but entertained. It's awesome and it inspired me to take control, even if my first thought is I have none. I can trust on the logic and depth of the framework and everything I learned during these days to do the right thing in my organization.
Talk about experience: from a content perspective, to the location, from inspiring storytelling to enabling valuable networking and from sharing your wisdom to make us successful on our road to officially joining the CCXP community, to having heaps of fun… You are truly walking the talk!Tirza Schmidt
Board-commissioned Manager Customer Experience at T-Systems Netherlands
Delighted by these 2 intense days of CX Masterclass in Durbuy! A great opportunity to connect the dots across various CX domains from strategy to execution, from brand promise, communication, organization to cultural change... Very thankful for the many valuable CX insights and great inspirational stories shared by Jaap, and for the outstanding gastronomic journey.Jean-Marc Audoux
Customer journeys portfolio owner, Proximus
The fact that it was all online did not affect the informativeness and the charm of this course. It was exciting, challenging, inspirational and fun. There was always a sense of real communication, so I never felt like sitting alone in my room.Anastasia Ardashova
Product Manager, Glowbyte Consulting
Two things that never gonna happen now: 1. Me stopping to scroll memes at 3:00 in the morning 2. Me disliking the NPS Masterclass from JaapPetr Gonin
Senior Analyst, Glowbyte Consulting
If you want a clear overview of all aspects and topics concerning CX this is definitely a must follow!Ellen van Caillie
Customer Experience & Retention Expert, Eneco Belgium
Great pressure cooker for CX management if you take your customers seriouslyJan Rozendaal
Customer Experience Healthcare
Jaap is re-imagining our communication in a powerful, inspiring and meaningful way. Thereby helping to spread Customer Centricity throughout the organisation!Anja Gehlen
Customer Experience and NPS Performance Manager at E.ON
I really loved those 2 intensive days. It was a great mix of fun, interesting content and team activities. I would definitely recommend this Masterclass to other peers.
This training brings all the confidence one need to develop in this field and boost CX in your company. It really triggers new ideas and points out what you have been doing wrong so far as well, and it also teaches you resilience to make CX a success.
It was an extraordinary experience, even if it was online, there was the feeling of coming home in a group with peers and a very engaging speaker. I learned a lot, was inspired and I could use the tips immediately the day after.Elise Bernaert
VOC Expert, Delaware BeLux
A perfect preperation for the CCXP grade!Alex Terpstra
Head of Customer Experience, ABN AMRO
To all CX-professionals... If you personally want to grow, in content and skills, you should really take this class to spice it up. I loved the journey, it was totally worth it and an experience in itself.Gerda Swinkels-Legierse
Customer Experience Manager, Grodan
This CX Masterclass makes you more aware of that what you achieve by improving customer experience, besides this it brings so much more fun to your daily job.Debby Jansen
CCO, Levi9
If you are looking for a way to accelerate the maturity of your CX programme, then getting Jaap is the best CX investment you can make. He has enabled us to fast track the evolution of our CX program into a business methodology - yielding successful results in one year that normally take 3 years (or longer) to achieve.Elly Domene
Chief of Staff and Global Customer Experience at SES Satellites
I would tell them just do it. Actually did last night. I cannot put a price on the experience but I can tell you it is more than what we paid! Yes you can use this as a testimonial.Eric Kluitenberg
CARE Operations Manager, Vistaprint
If you want to certify as an CX pro, networking & learn from your peer group and having an intensive CX course? Check the CX Masterclass!Edwin Best
CRM and Customer Experience author
I know few people with such enthusiasm and energy. Jaap has the skills to listen, translate your thoughts and find that unique element that resonates. Add to this his compelling storytelling and visual strength, and you have a marvelous combination.Marleen Nelemans
Customer Experience Manager at DHL Parcel
This CX Masterclass was really good, in an amazing venue with great people. I had a lot of fun doing the team exercises. Jaap is a great teacher/speaker. Overall, it's a 10/10 for me, the experience was amazing.Tom Mullender
Reporting Analyst, Booking.com
If you are in a position to join this class take it and thank me later. Jaap has forgotten more about CX than most professionals will ever know. He has a gift for delivery that helps all his knowledge stick. It is a gold mine of information and invaluable for getting the global certification.Brendan Leece
Sr. Customer Experience Professional, E.ON
Very inspiring days. Excellent course, good balance between CX theoretical models and academic approach versus pragmatic practical input and actionable tips & tricks. Jaap's experience with boots on the ground is of golden value. Can strongly recommend this CX Masterclass !Bart De Ruysscher
CX Voice of the Customer Manager, Proximus
This course is just what you need if you are searching for a program that doesn’t take months of your time but covers everything you need to grow as a CX leader and prepare you for the CCXP exam. It goes fast but it’s a blast.Henk Jager
CX Manager, Cendris
Jaap is one of the very few truly original minds! He has more than once helped us rethink our goals.Dr. Wouter Veldhuis
Radiologist at University Medical Center Utrecht
It were 2 intense days that still resonate. Thanks for the guidance and the inspiration.Mieke Quintyn
Market Research Manager, Proximus
The CX Masterclass helps you to excel as a CX Professional and challenges you in your CX role in your organisation. With a very highly educated and experienced trainer experiences are shared with real life cases and practical tips you can adopt. And it’s useful and fun to discuss CX topics and challenges with peers.Erica Kroese-Ham
Head of Customer Experience Consultants CX, ABN AMRO Bank

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.