Across
- 2. Tailored service offered using data obtained
- 4. A defined group targeted by an engagement tool
- 7. Customers who spend more and purchase more frequently
- 8. Used to observe customer behaviour over time
- 10. Customer recommendations shared with others
- 12. An important element of online commerce
Down
- 1. Contact points created to engage customers
- 3. Tools used to gather feedback regularly
- 5. Plan to inform and educate staff and stakeholders
- 6. Relevant parties involved in finalising engagement objectives
- 9. Online platforms where customers recommend products
- 11. Unsolicited responses customers give to improve products and services