 The customer journey/experience is the full involvement that a customer has with a particular brand, starting at the first connection between customer and service, and ending with the purchasing of a product or service and the advocacy of said product or service to others (Richardson, 2010).Touch points provide the basis and foundations for information gathering techniques used by customers.Within modern marketing, business and service providing there is a focus on the experiences of the customer base during the customer-supplier interaction (Voss and Zomerdijk, 2007).