How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience.

Bite-Sized Delights From the Episode: * Why post-purchase engagement is the future for great brands. * How typos can turn into opportunities. * What our listeners love and can’t stand about the hotel customer experience. * What customer experience professionals need to understand their audience better.

Are You Looking for Things We Referenced? * "Meet the 'Grammar Vigilante' of Bristol" * "The Most Successful Brands Focus on Users — Not Buyers" in the Harvard Business Review * Smarter CX by Oracle * The Oracle CX Assessment Tool