Brand experience

Encompasses every interaction a customer has with a brand. To illustrate, consider a hotel as an example. From the initial exposure to the brand‘s advertising, through the first impression of the website, booking, arrival, check-in, experiencing the ambiance, using services, interacting with the personnel and checking out—a hotel guest encounters various points of contact with the brand. The feelings and opinions formed during these interactions collectively shape the overall impression, making it crucial to meticulously plan and execute each touchpoint to ensure a positive, memorable customer experience.