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FAQ - Newsletter

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The top of the pyramid is reserved for exceptional CX practices that fundamentally redefine the customer experience and what customers can become as a result of using the product or service. Not just providing customers with superpowers, but making them feel like they have superpowers.

Moving beyond resolving customer needs starts to enter the realm of aspirational customer service. It requires deeper knowledge and data about the customer and effective processes to execute the experiences. In the case of roadside repair, a mobile service technician would not only fix a flat tire to its near-original state, but also check the rest of the car and fix a leaky radiator during the same service call. That type of CX drives significant satisfaction and is quite difficult to execute.

This stage means it’s time for the brand to address specific needs, wants and requests. For example, when a customer has a flat tire, they want the car to drive as it was before they got the flat. The service agent might arrive with a fully functional replacement tire or fix the flat tire on the spot.

At this stage, the customer’s problem is the company’s problem (or that’s how the customer sees it). Moving beyond the foundational level means solving the company’s basic issue when the customer asks. In the case of a flat tire this would mean providing the bare minimum tire replacement service a company is obligated to provide, such as using the customer’s 40-mph-limit spare doughnut in the trunk.

The journey to better loyalty, advocacy and satisfaction begins with meeting customers’ basic needs.

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Across the Technology Spectrum

Microsoft Azure
Salesforce
Sitecore
G2

Project recognitions

  • Sitecore Experience Award
  • Multiple W3 Awards
  • Communicator Awards Winner

Frequently Asked Questions

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As the best software company in New York, we create custom software that are smart and scalable. While there are a number of technologies and frameworks we support, Icreon's development teams are unique for saying no to a number of other technologies. With so much diversity in the technology tool-space, a critical aspect of developing software is knowing what not to utilize, and forgoing tech-fads that are short-term favorites.

Software Product Development

Our award-winning team of software developers work with you to ideate, design and develop scalable custom software products tailored to your business model. We follow industry leading approach to quality throughout the development process.

Software Optimization & Maintenance

We strategically develop atop your existing technology landscape so that you don't have to move away from systems that are deeply embedded into your operations. We follow best optimization techniques that drive performance and help increase ROI.

Legacy System Migration & Modernization

We work with businesses to overhaul existing software systems to work in line with today's digital-first business atmosphere. We provide modernization, refactoring, migration to newer platforms. We do architecture review and create software blueprint to overcome your business hurdles.

Software Architecture

Our team of solution architects work with you to build out flexible, scalable software products that align with business strategy for now, and future business growth. We bring your product ideas into reality by applying best-in-class iterative methodologies.

Third Party Product Customization

With in-depth understanding of various tech platforms, components, both open source and proprietary, we scale or extend your business functions to address evolving needs. We can integrate new software with custom-made or platform-based tools like ERP and CRM.

Quality Assurance and Testing

Our testing professionals follow best QA practices to improve the quality and reliability of your software products. With our well-defined testing methodologies, we ensure higher client satisfaction and reduced maintenance costs.

Global Recognition

While our work speaks for itself, we've been recognized by some of the most prestigious companies within their respected fields. Media outlets, review platforms & B2B research giants repeatedly recognize the work that we've done globally

Forbes
Business Insider
G2
Goodfirms

Goal Settings

  1. An Example of Building Experiences Intuitively
  2. A better understanding of how systems integrate and communicate
  3. Create a more cohesive donor management ecosystem
  4. Create a more connected digital ecosystem

Award-Winning Culture

Winner of The Great India Workplace Awards - Established Enterprises from the IT/ITES Industry

We’ve spent two decades shaping a second-to-none culture in a work environment that drives you to be your best self - and our HR team has been widely recognized in their efforts.

2020 Sitecore Experience Awards Winner

Winner of the 'Most Intelligent Content Optimization' Sitecore Experience Award

The award recognized our work with New York Road Runners' in centralizing their entire customer experience into one core digital platform - giving the world’s largest running organization a single system to increase sales, boost engagement and deliver personalized content through commerce experiences.