This document discusses customer experience and outlines the customer journey. It defines customer experience as the sum of all interactions a customer has with a supplier over the course of their relationship. It then outlines the various touchpoints in the customer journey, including pre-purchase promotions and information gathering, the purchase process, and post-purchase support like customer service and surveys. It emphasizes that every interaction is an opportunity to create a positive experience and provides tips for strategically planning touchpoints over time to continuously engage customers.