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