Across
- 4. A single question survey that asks a customer how likely they are to recommend a company
- 7. Interactions with a customer that add value to their experience achieve better outcomes
- 8. A fundamental change of mindset focused on the customer
- 10. A visual representation of how a member interacts with a business
- 11. The emotions customers feel overall towards a brand
- 12. Interpretation of trends in customer data
- 14. Process of solving problems using human design talents
- 16. A preliminary idea for a product, service, commodity
- 17. Art of describing experiences through the lens of the customer in order to have empathy
Down
- 1. A demographically diverse group of people used to study reactions to potential solutions
- 2. An instrument to solicit feedback on a particular set of experiences
- 3. A focus on doing business that creates a positive experience every single time
- 5. Ability to understand and share the feelings of a customer
- 6. A fictional user profile used to develop a user experience
- 9. Information returned by a customer regarding their feelings, perceptions, attitudes
- 13. An approach to innovation that puts the focus on the end user or customer
- 15. Customer dedication to a brand that excels at customer experience