Unit 2 -MFS

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Across
  1. 2. interactive tools
  2. 3. Enhances Customer Understanding
  3. 5. creating awareness
  4. 8. Intangible and non-physical part of the economy
  5. 9. Involves several strategic elements, including focus on customer experience
  6. 13. Refers to diverse channels and methods through which financial services are delivered to customers
Down
  1. 1. Focuses on the firm's financial costs and efficiency in delivering services
  2. 4. tangible nature have proper structure, size and shape
  3. 6. putting the right product or a combination thereof in the place, at the right time, and at the right price
  4. 7. strategies and mechanisms used to determine the cost of financial products and services
  5. 10. degree to which the performance of service providers matches customers expectations
  6. 11. ongoing commitment and preference a customer shows toward a specific bank or financial institution
  7. 12. Service staff, relationship managers, and advisors