NPS MASTERCLASS  |  OPEN HOUSE LIVE

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?

• 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.

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.

• 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

• 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:

• 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.

• 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.

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!

Available LIVE and ONLINE.