CX Week Crossword!

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Across
  1. 2. A customer's perception of a brand's quality and value.
  2. 3. The process of understanding a customer's needs and wants.
  3. 5. A visual representation of a customer journey.
  4. 7. The process of turning customer feedback into actionable insights.
  5. 13. A group of customers with similar characteristics.
  6. 14. The act of going above and beyond for a customer.
  7. 15. A customer's journey from awareness to advocacy.
  8. 16. A customer's journey through a physical store.
  9. 17. A customer's emotional connection to a brand.
  10. 18. The process of collecting and analyzing customer data.
Down
  1. 1. The act of resolving customer complaints in a timely and satisfactory manner.
  2. 4. A customer's perception of a brand's reliability and trustworthiness.
  3. 6. The study of human behavior in relation to products and services.
  4. 8. A metric that measures customer satisfaction.
  5. 9. A customer's journey through a digital channel.
  6. 10. A customer's willingness to recommend a brand to others.
  7. 11. A customer's overall impression of a brand.
  8. 12. The feeling of being valued and understood.