Across
- 3. A customer who gives an NPS rating 0-6.
- 5. A technology used to automate customer service.
- 7. Expression of customer or employee opinions.
- 8. Acronym for the customer satisfaction metric.
- 9. What happens when a customer/subscriber stops doing business with a company.
- 10. Popular metric for customer advocacy.
- 11. A valued call centre agent skill when dealt with vulnerable customers.
- 13. A strategy incorporating game-play, such as contests or leaderboards, to enhance customer or employee engagement.
Down
- 1. The strategy of outsourcing work overseas.
- 2. A visual representation of a customer’s end-to-end experience with a product or service.
- 4. Familiarising a new customer with your business or product/service.
- 5. The process of a business and its customers coming together to produce a mutually valued outcome.
- 6. A strategy to ensure consistent strategy across all channels of service.
- 12. The tailoring of an experience to an individual customer’s needs.