What does the client experience encompass?

The client experience encompasses interactions with the brand across multiple points of contact. This approach recognizes that every interaction a client has with a brand—be it through advertising, customer service, social media, or the retail environment—shapes their perception and overall experience. It is essential to appreciate that this holistic view goes beyond just one aspect of the relationship and includes every touchpoint that influences how customers feel about and engage with the brand.

Brand loyalty, while an important aspect of the client experience, is a result of a positive experience rather than encompassing the entirety of it. Similarly, focusing solely on sales transactions misses the broader spectrum of interactions that can significantly affect customer satisfaction and loyalty. Product quality assessment, while critical to customer satisfaction, is just one element of the overall experience and does not capture the full range of interactions that define how a client experiences a brand. Therefore, the comprehensive nature of the client experience is best represented by the multitude of interactions across various platforms and contexts.