Putting It All Together – From Insight to Action

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Across
  1. 2. JOURNEYS Focusing on the customer's broader relationship with the bank
  2. 5. A customer who actively promotes the bank
  3. 6. EXPECTATIONS Going above and beyond what the customer expects
  4. 7. A key metric for feedback and continuous improvement
  5. 8. Communicating clearly and with confidence
Down
  1. 1. ATTENTION Actively hearing and understanding the customer
  2. 2. OF TRUTH A small gesture that significantly impacts customer perception
  3. 3. The central theme: "You are the __________"
  4. 4. Minor, continuous improvement
  5. 6. Understanding and sharing the feelings of another