Marketing unit 3

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Across
  1. 3. A big turn-off for customers
  2. 6. What is essential when dealing with on-line ordering?
  3. 8. What type of customer stays with a brand despite competitive offers?
  4. 9. A type of service encounter
  5. 13. Customers expect to have the same level of service every time they contact a company. This is called?
  6. 14. The Entrepreneur's Guidebook Series says you must remind your customers that your service is what?
  7. 15. The what of service is the chain of events made up of particular touch points or encounters?
Down
  1. 1. What would be one of the first touch points you would encounter at a restaurant?
  2. 2. A touch point is defined as the communication, human and ____ interations your customers experience during their relationship lifecycle with an organisation
  3. 4. An organisation must manage its moments of truth, through the cycle of service to ensure they deliver what type of service?
  4. 5. One way to keep up with your customer's changing needs is to do what with them?
  5. 7. What could a company find that is more important than improving sales?
  6. 10. What type of customer service is the number one reason that people discontinue doing business with a company?
  7. 11. One of the four basic categories for customer touch point management
  8. 12. When an employee is able to provide correct assistance to customers in completing transactions or providing information