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