Experience Buzz Words

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Across
  1. 3. Factors that increase the worth of a product, service, asset or business to customers; often indicators of growth and/or retention.
  2. 4. A customer's holistic perception of their entire journey with a business or brand; how customers not only engage with products and services, but also the emotional connection created for them along the way.
  3. 8. Customers' feedback about their experience with and expectations for products or services.
  4. 9. The complete sum of interactions that a customer has with a company, end to end - from brand discovery to purchase and post-purchase.
Down
  1. 1. Strategy to combine customer, employee and user experience to create a superior shared environment
  2. 2. The assistance and advice provided by a company to those who buy or use its products or services; often provided by a Contact Center or Service team.
  3. 5. The various moments at which a customer will directly, or indirectly, come into contact with a brand.
  4. 6. A point in the customer's journey with a brand when a key event occurs and an opinion about the brand is formed.
  5. 7. Overall interaction of a person using a product such as a website or computer application.