What does the term "experiencing the company's system" refer to?

The term "experiencing the company's system" encompasses any interaction or encounter a customer has with a company. This includes not just direct engagement with products or services, but also all aspects of the company's offerings, such as customer service interactions, marketing communications, the user experience on a website, and the overall brand environment. Essentially, it comprises everything a customer might experience, which together influences their perception and satisfaction with the company.

While interacting solely with the product, employee interactions, or customer feedback are important elements of a customer's journey, they are only parts of the broader system. A comprehensive understanding of the customer experience includes all these elements working together to create an integrated experience that shapes customer perception and loyalty. Thus, the correct interpretation of "experiencing the company's system" is that it encompasses every touchpoint a customer has with the brand.