Marginally Better

Marginally Better

Marginally Better is a thought-provoking business podcast from Joe Taylor Jr., a Master Certified User Experience consultant and customer service veteran. It explores how investing in exceptional customer experiences drives sustainable growth and profitability. Join Joe as he explores the intersection of business performance and customer satisfaction, revealing how companies can achieve what seems impossible: improving their margins by investing in customer experience. Each episode explores triumphs and cautionary tales in customer experience, from industry giants to emerging disruptors. Through deep-dive analysis and compelling storytelling, Marginally Better examines how businesses navigate the delicate balance between innovation and customer needs in today’s rapidly evolving marketplace. Whether you’re an executive, entrepreneur, or passionate about excellent customer experiences, Marginally Better delivers actionable strategies and thought-provoking perspectives on building businesses that truly put customers first. Thoughtful, engaging, and always focused on practical insights, Marginally Better is essential listening for anyone interested in the future of business, innovation, and customer experience.

Episodes

July 30, 2025 23 mins
What do your customers really want: personalization or privacy? In this episode of Marginally Better, Joe Taylor, Jr. explores the “Privacy Paradox” reshaping modern business. We’ll unpack why 81% of consumers now believe data collection risks outweigh the benefits, and how innovative companies are building trust by collecting less, not more. Plus: how to design digital experiences that serve both humans and AI bots, and why the ro...
  • “Move fast and break things” might’ve been the startup mantra of the early 2000s—but in 2025, it’s costing companies customers, credibility, and billions in returns. In this episode of Marginally Better, Joe Taylor, Jr. unpacks how the speed-at-all-costs philosophy is being replaced by something smarter: thoughtful design, seamless returns, and customer-first decision-making. From Zappos' billion-dollar bet on free returns to IKEA’...
  • Struggling to check out on your phone? You’re not alone. In this episode of Marginally Better, host Joe Taylor Jr. uncovers why most mobile experiences still fall flat despite making up the majority of web traffic. From jaw-dropping statistics on e-commerce conversion gaps to the dramatic downturn in UX hiring, Joe explores the widening disconnect between user needs and business decisions. Plus, a personal story about a beloved Phi...
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    Is your small business secretly holding the upper hand? In this episode of Marginally Better, Joe Taylor, Jr. explores why the tiniest companies are winning big in a world of sky-high customer expectations. With 88% of consumers demanding Amazon-level convenience from every brand they encounter, the pressure is on—but small businesses might just be built for this moment. From punk rock accounting to handwritten thank-you notes, dis...
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    AI gone rogue, broken feedback loops, and cancellation nightmares—this episode of Marginally Better exposes how even well-intentioned CX efforts can backfire. Joe Taylor, Jr. unpacks why 64% of customers want AI out of customer service, how survey fatigue is killing Net Promoter Scores, and why the subscription economy may finally be forced to clean up its act. From chatbot fails to $881 million algorithm mistakes, this episode exp...
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    What do a $13 trillion market, a groundbreaking government initiative and viral customer service disasters have in common? They're all reshaping the future of customer experience. In this episode of Marginally Better, Joe Taylor, Jr. explores how accessibility, government innovation, and the delicate balance between UX and CX are redefining what it means to serve customers in the digital age. From Fortune 500 companies ignoring bas...
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    Why are customer loyalty scores plummeting—even when satisfaction metrics are strong? In this episode of Marginally Better, Joe Taylor, Jr. explores the disconnect between Customer Experience data and tangible business results. From the surprising collapse of TGI Fridays to the 20% of companies connecting feedback to revenue, this episode unpacks what it really takes to drive customer retention in 2025. Plus, Joe shares a pivotal c...
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    Join host Joe Taylor Jr. as he explores the fine line between customer experience triumphs and costly missteps. From Starbucks’ turnaround to Walgreens’ recent struggles, Joe breaks down what happens when businesses lose sight of what truly matters—delivering a great customer experience at its core. Tune in to hear how plexiglass barriers and impersonal service can drive customers away and why Zappos is still more than just a shoe ...
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