Across
- 4. Characteristics like age, income, marital status, education.
- 6. Expectations based on our previous experiences that are enhancements to our primary expectations.
- 8. Anything we do for the customer that enhances the customer experience.
- 11. The customers most basic requirements of an interaction.
- 12. The way that we see something based on our experience.
- 13. Our personal vision of the result that will come from our experience.
- 14. Characteristics about a company such as how many employees, hours of operation and so on.
Down
- 1. The customer we do business with outside our organization.
- 2. Lifestyles, modes of living, needs, motives attitude.
- 3. The process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company's reputation.
- 5. A set of principles that govern the conduct of an individual or group.
- 7. Made up of the combination of our current knowledge, reputation, and professionalism.
- 9. A combination of our beliefs, perceptions, and ideas about the appropriate response to a situation.
- 10. The people we work with thought our organization.