Celebrating Customer Experience Day!

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Across
  1. 4. A single question survey that asks a customer how likely they are to recommend a company
  2. 7. Interactions with a customer that add value to their experience achieve better outcomes
  3. 8. A fundamental change of mindset focused on the customer
  4. 10. A visual representation of how a member interacts with a business
  5. 11. The emotions customers feel overall towards a brand
  6. 12. Interpretation of trends in customer data
  7. 14. Process of solving problems using human design talents
  8. 16. A preliminary idea for a product, service, commodity
  9. 17. Art of describing experiences through the lens of the customer in order to have empathy
Down
  1. 1. A demographically diverse group of people used to study reactions to potential solutions
  2. 2. An instrument to solicit feedback on a particular set of experiences
  3. 3. A focus on doing business that creates a positive experience every single time
  4. 5. Ability to understand and share the feelings of a customer
  5. 6. A fictional user profile used to develop a user experience
  6. 9. Information returned by a customer regarding their feelings, perceptions, attitudes
  7. 13. An approach to innovation that puts the focus on the end user or customer
  8. 15. Customer dedication to a brand that excels at customer experience