Skip to the main content.
ICX-LOGO-1

What We Offer

We drive business growth by improving operational efficiency through process optimization, smart automation, and cost control. Our approach boosts productivity, reduces expenses, and increases profitability with scalable, sustainable solutions

Customer Experience

We design memorable, customer-centered experiences that drive loyalty, enhance support, and optimize every stage of the journey. From maturity frameworks and experience maps to loyalty programs, service design, and feedback analysis, we help brands deeply connect with users and grow sustainably.

Marketing & Sales

We drive marketing and sales strategies that combine technology, creativity, and analytics to accelerate growth. From value proposition design and AI-driven automation to inbound, ABM, and sales enablement strategies, we help businesses attract, convert, and retain customers effectively and profitably.

Pricing & Revenue

We optimize pricing and revenue through data-driven strategies and integrated planning. From profitability modeling and margin analysis to demand management and sales forecasting, we help maximize financial performance and business competitiveness.

Digital Transformation

We accelerate digital transformation by aligning strategy, processes and technology. From operating model definition and intelligent automation to CRM implementation, artificial intelligence and digital channels, we help organizations adapt, scale and lead in changing and competitive environments.

 

 

Operational Efficiency  

We enhance operational efficiency through process optimization, intelligent automation, and cost control. From cost reduction strategies and process redesign to RPA and value analysis, we help businesses boost productivity, agility, and sustainable profitability.

Customer Experience

chevron-right-1

Marketing & Sales

chevron-right-1

Pricing & Revenue

chevron-right-1

Digital Transformation

chevron-right-1

Operational Efficiency 

chevron-right-1

NPS

Elevate Customer Loyalty and Business Growth with NPS: Measure, Analyze, and Optimize Your Client Experience.

 

Net Promoter Score (NPS) is a key metric used by leading organizations to assess customer loyalty and satisfaction. By asking clients how likely they are to recommend a company’s products or services, NPS provides a clear indicator of customer perception and long-term business performance. This score enables executives to identify promoters, passives, and detractors, helping companies understand their strengths and areas that require attention.

NPS is recognized for its simplicity and effectiveness, delivering actionable insights that drive decision-making at the highest level. With NPS, organizations can benchmark their customer experience, monitor trends over time, and implement strategies to improve customer retention. For CEOs and board members, adopting NPS as a measurement tool supports a data-driven approach to enhancing customer relationships and sustaining growth in competitive markets.

About-Lead-managment

WHAT IS THE NPS?


Net Promoter Score (NPS) is an essential metric that measures customer loyalty and satisfaction by asking a simple yet powerful question: How likely are your customers to recommend your company to others? This score is calculated based on client responses, which are then categorized as promoters, passives, or detractors. NPS has become a trusted benchmark across industries, helping organizations understand the overall perception of their brand and the effectiveness of their customer experience strategies.

The process of measuring NPS involves several key steps. First, companies gather feedback through targeted surveys, asking customers to rate their likelihood to recommend the business on a scale from 0 to 10. The results are segmented into promoters (scores 9-10), passives (scores 7-8), and detractors (scores 0-6). The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score that reflects overall customer sentiment. Regular monitoring and analysis of NPS data enable companies to identify trends, address pain points, and make informed decisions that drive improvement.

For organizations, the benefits of implementing NPS are substantial. This metric offers direct insight into customer satisfaction, highlights areas for operational enhancement, and supports the development of strategies to increase customer retention. NPS also enables companies to benchmark their performance against industry standards, monitor progress over time, and set clear targets for growth.

To achieve sustainable profit, increased sales, and market expansion, it is critical for leaders to focus on improving the NPS. A higher NPS indicates strong customer loyalty, which directly translates into repeat business, positive referrals, and a resilient brand reputation. For CEOs and C-level executives, prioritizing NPS means committing to a culture of continuous improvement in customer experience, ensuring that business objectives are reached not just through financial targets, but by consistently meeting and exceeding customer expectations.

Net Promoter Score provides leaders with a direct view into customer loyalty, enabling data-driven strategies that boost long-term business value.

RESOURCES

Ebook-Futuro-del-CX

Ebook the future of CX

Guia-Customer-Journey-Map_Jobs-to-be-Done

Customer journey guide with focus on jobs to be done


BENEFITS OF THE NPS


NPS, or Net Promoter Score, is a strategic tool that empowers leadership teams to align business objectives with the voice of the customer. For the Board of Directors, adopting an NPS-driven approach offers greater transparency into how customer experience directly impacts organizational growth and risk. This visibility enables more informed governance and sharper oversight on investments, innovation, and customer retention initiatives.

For CEOs and their leadership teams, NPS serves as a clear indicator of market sentiment and business health. By monitoring this metric, executives can track shifts in customer loyalty, detect early signs of dissatisfaction, and take timely actions to improve satisfaction and retention. This direct feedback loop accelerates decision-making and supports the creation of strategies that foster long-term relationships with clients.

C-level executives benefit from NPS by gaining a comprehensive understanding of how every department influences the customer journey. With NPS insights, leaders in operations, sales, marketing, and customer service can coordinate their efforts to address customer needs, eliminate pain points, and enhance the overall experience. This unified approach ensures that the organization consistently delivers value at every touchpoint.

Ultimately, a robust NPS strategy has a significant impact on annual sales, revenue, and profit. Satisfied customers are more likely to become repeat buyers, refer new business, and remain loyal to the brand. By focusing on customer experience through NPS, organizations unlock new opportunities for growth, drive profitability, and secure a competitive advantage in the market.

 

Tracking NPS allows executives to quickly identify shifts in client satisfaction and respond with targeted actions that strengthen competitive advantage.

ICX APPROACH


Our approach to NPS combines strategic consulting expertise with a customer-centric philosophy, setting a new standard for business transformation. We integrate Net Promoter Score within a holistic consulting framework, ensuring that every initiative is anchored in real customer insights and drives measurable business outcomes. By leveraging methodologies such as the CX Maturity Model®, organizations gain a clear understanding of their current level of customer experience maturity and the steps required for advancement.

Our Process Transformation Framework (PTF)® provides a structured way to analyze and optimize Target Operating Models and core business processes, aligning every function with the goal of customer satisfaction. With our CX Matrix®, we map out processes, technology, business rules, and KPIs, offering a comprehensive diagnosis that reveals opportunities for improvement and growth. This disciplined and data-driven approach enables companies to use NPS not just as a metric, but as a foundation for continual progress, stronger customer relationships, and sustainable business growth.

Through our tailored NPS strategies, executives are empowered to make decisions that enhance customer loyalty, optimize operational efficiency, and achieve long-term success. By making customer experience a central driver in every business decision, we help organizations unlock the full value of NPS, turning insights into action and ensuring ongoing competitive advantage in the marketplace.

Start your journey to exceptional customer engagement today!
Click here to consult with one of our experts.

USE CASES

 

Use Cases According to Business Strategy

The strategic formulation and implementation of the NPS also address broader business challenges:

Customer Retention Challenges: NPS is an essential tool for organizations experiencing high customer churn or declining loyalty. By regularly capturing customer feedback through NPS surveys, companies can identify detractors and the specific pain points that lead to dissatisfaction. This data allows executive teams to develop targeted retention strategies, address issues proactively, and foster a culture of continuous improvement, resulting in stronger long-term relationships and increased customer lifetime value.

Low Conversion Rates:When facing low conversion rates, NPS offers actionable insights into why prospects may not be converting to customers. Through the NPS process, businesses can uncover hidden objections, confusing touchpoints, or weaknesses in the sales funnel. This enables leadership to make data-driven adjustments to messaging, processes, and customer engagement strategies, ultimately increasing the effectiveness of marketing and sales initiatives.

Launching New Digital Products: Launching a new digital product carries inherent risks related to market acceptance and user adoption. NPS provides real-time, actionable feedback from early adopters, highlighting both strengths and areas for improvement. By acting on this feedback, organizations can quickly refine features, interfaces, and support, ensuring a better product-market fit and maximizing the likelihood of successful adoption in the marketplace.

Market Expansion Goals: When expanding into new markets or segments, NPS serves as a benchmark for understanding new customer expectations and experiences. By comparing NPS scores across different markets, executives can identify best practices, localize offerings, and tailor marketing campaigns for higher impact. This data-driven approach reduces risk and accelerates growth during expansion initiatives.

Complex Product or Service Offerings: For companies with complex solutions, it can be challenging to gauge how customers perceive value and where friction exists. NPS simplifies the process by collecting focused feedback on various aspects of the customer journey. This enables businesses to streamline complicated offerings, clarify communications, and better support clients, leading to higher satisfaction and increased upsell or cross-sell opportunities.

Brand Differentiation in Competitive Markets: Standing out in a saturated market requires more than just product innovation; it demands exceptional customer experience. NPS acts as a differentiator by continuously tracking how customers perceive your brand relative to competitors. By responding rapidly to negative feedback and promoting positive experiences, organizations can strengthen their reputation and carve out a distinct position in the marketplace.

Feedback and Usability Issues: Persistent usability problems or poor customer feedback can severely impact growth and reputation. NPS helps organizations systematically identify where users encounter obstacles or frustrations. By using NPS data to prioritize usability enhancements and process improvements, companies can ensure their products and services are intuitive and customer-friendly.

Digital Transformation Initiatives: As organizations evolve digitally, maintaining a customer-centric approach is crucial. NPS guides digital transformation by measuring the impact of new technologies and processes on the customer experience. Leaders can use NPS results to adjust transformation strategies, ensuring technology investments deliver tangible improvements in customer satisfaction and loyalty.

Optimizing Operational Efficiency: Efficiency gains should never come at the expense of customer experience. NPS provides continuous feedback on how operational changes affect clients, making it possible to detect and resolve issues before they escalate. By integrating NPS with operational KPIs, companies can balance cost optimization with the delivery of high-quality, customer-centric service.

 

Use Cases According to Business Needs

A robust NPS are crucial in transforming multiple facets of business performance:

Improve Customer Attraction: NPS helps organizations understand what attracts new clients and what differentiates the business in the eyes of the market. By analyzing feedback from new customers, leaders can fine-tune marketing strategies, brand positioning, and initial interactions to appeal to high-value prospects.

Improve Conversion: A thorough analysis of NPS feedback reveals barriers that prevent leads from converting into customers. This information allows teams to adjust offers, refine the sales process, and address specific concerns, resulting in higher conversion rates and increased revenue.

Improve Retention: Sustaining a strong base of loyal customers is essential for long-term success. NPS monitoring enables companies to quickly identify dissatisfaction and intervene with personalized retention efforts. This proactive approach minimizes churn and maximizes lifetime value.

Improve Service: NPS uncovers gaps in customer service that may not be visible through traditional support channels. By acting on this feedback, organizations can enhance training, streamline support processes, and deliver a consistently positive customer experience.

Improve Repurchase: Encouraging repeat purchases is a major growth driver. NPS helps identify the factors that influence repurchase decisions, allowing companies to strengthen post-sale engagement, implement effective loyalty programs, and build lasting relationships that drive recurring revenue.

Optimize and Streamline Processes and KPIs: Integrating NPS feedback into business processes and performance measurement enables organizations to identify and eliminate inefficiencies. This continuous improvement loop drives higher productivity, enhances customer satisfaction, and ensures that key performance indicators reflect real customer outcomes.



Use Cases According Business Rol

In the strategic decision-making and organizational leadership, the NPS serve as a versatile tool with diverse applications across different managerial roles. 

For the Board of Directors: NPS offers a high-level perspective on customer loyalty and overall brand health, enabling effective governance and risk management. By monitoring NPS trends, board members gain early warning signals of market shifts and can oversee initiatives that improve retention, increase customer referrals, and protect shareholder value.

For the CEO: NPS serves as a key indicator of business performance and client sentiment. Leveraging NPS insights, CEOs can align executive strategy with market realities, prioritize investments in customer experience, and ensure all departments are focused on driving loyalty, revenue, and long-term profitability. NPS data empowers CEOs to make informed decisions that support sustainable growth and competitive advantage.

For the Chief Marketing Officer (CMO): NPS delivers real-time feedback on campaign effectiveness and brand perception. By integrating NPS with marketing analytics, CMOs can identify which touchpoints resonate most with customers, refine segmentation, and drive strategies to attract and convert high-value prospects. NPS insights also guide content and messaging decisions that strengthen the brand and increase advocacy.

For the Chief Sales Officer (CSO): Benefit from NPS by using customer feedback to optimize the sales process and address barriers to conversion. By analyzing NPS by customer segment or product line, sales leaders can pinpoint friction points, improve the buying journey, and implement tactics that boost close rates, retention, and upselling opportunities. NPS serves as a critical KPI for sales effectiveness and relationship management.

For the Chief Service Officer (CSO): Leverage NPS to measure service quality, monitor satisfaction, and identify areas for operational improvement. NPS data highlights where service teams excel and where intervention is needed to resolve issues, leading to higher customer satisfaction, loyalty, and referral rates. By embedding NPS into service management, organizations can proactively improve support processes and foster a culture of continuous improvement.

If you want to learn more and have a personalized consult with us.

6 min read
Impact of CRM on the customer experience
How can your company transform the customer experience and ensure long-term success? Customer experience has become a...
15 min read
After the click: UX challenges that cost millions
Have you ever stopped to think what happens after the user clicks? Most User Experience (UX) efforts focus on the...
12 min read
Zero-click CX design
What if I told you that the biggest obstacle in your digital experience isn’t the design, nor the speed… but the click...
4 min read
Revolutionizing insurance: the impact of Customer Experience
In the insurance industry, customer experience (CX) has emerged as a cornerstone for achieving sustainable growth and...
4 min read
Design Thinking & Customer Experience Design
Nowadays, it has become a necessity to understand what are the objectives and problems faced by customers. Based on...
5 min read
Six dimensions to understand customer experience
It is common to see that companies leave the customer experience in the hands of areas such as marketing and service....
Content added to ICX Folder

ICX PLATFORMS

We offer all you need for your company success

 

ICX PLATFORMS

We offer all you need for your company success

 

ICX_plataformas_Lead-Managment-1

Customer Experience


ICX leverages NPS to gain a comprehensive understanding of customer perceptions at every touchpoint. By continuously monitoring NPS, ICX helps organizations identify areas where the customer experience falls short and implement targeted improvements.

User Experience


Through NPS-driven insights, ICX supports organizations in enhancing their digital and physical interfaces. By analyzing user feedback collected through NPS surveys, ICX identifies usability issues and pain points that may hinder engagement.

Business Process


ICX integrates NPS feedback into the evaluation and redesign of business processes. This approach ensures that internal operations are closely aligned with customer needs and expectations.

Customer Journey


ICX maps the end-to-end customer journey and applies NPS insights at each critical stage. This enables companies to understand how customers feel throughout their entire experience, from initial contact to post-sale support.

Operating Models


ICX utilizes NPS analytics to refine and adapt operating models, ensuring that every business function is focused on delivering outstanding customer experiences.

Digital Transformation


ICX incorporates NPS into digital transformation strategies to ensure that technology investments translate into meaningful improvements for customers. By tracking NPS before, during, and after digital initiatives, ICX measures the real impact on customer satisfaction and loyalty.

CX-insigths-Lead-managment
Why a CRM is essential for the commercial development of your company


In the fast-paced world of data analytics, having tools that simplify the understanding and presentation of information is essential.

Read

Discovering Tableau: a step-by-step implementation guide


You have surely heard the term CRM at some point. Today this tool is used by many companies.

Read


FREQUENTLY ASKED QUESTIONS

START HERE

Thanks to be on this section, we are ready give you a personalized success experience

Online Evaluation