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