How can you set in motion a masterpiece?

Think small for big results.
Case in point: the makers of innocent drinks.

A good customer experience is all about good moments.
And your job is to design those moments.
And to make sure that each moment is enjoyable and productive.
Because each one is an important part of the whole experience.
Because each touchpoint can either increase a customer confidence or destroy his trust in your business.

My 2¢:
The touchpoints are the places where customers experience your business.
When you realize that marketing not only can, but does occur (whether you like it or not) at every touchpoint with your customers, your mind suddenly opens up to some interesting possibilities.