Marginally Better Podcast Por Joe Taylor Jr. arte de portada

Marginally Better

Marginally Better

De: Joe Taylor Jr.
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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.
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Episodios
  • Breaking Things, Returning Things, and Getting Things Right

    Breaking Things, Returning Things, and Getting Things Right
    Jul 23 2025
    “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’s cinnamon roll-powered strategy, discover how today’s best businesses are building loyalty by slowing down, listening up, and getting things right. If you’ve ever cursed a broken update or fallen in love with a handwritten thank-you note, this one’s for you. Episode Links: UX Design - The Fastest Gun in UX: Why Your Team is Telling the Wrong Story Reddit r/The10thDentist - "Move fast and break things" is terrible adviceLeadDev - Why You Shouldn't Move Fast and Break ThingsHarvard Business Review - The Era of "Move Fast and Break Things" Is OverRetail Dive - How Retail Can Navigate $816B in Returns and Rising Reverse Logistics ChallengesSpark Holyoke - Zappos: The Profitable Pursuit of Customer SatisfactionBustle - L.L.Bean's Lifetime Return Policy Is EndingUPS - How We're Making Customer Returns Easy: Happy Returns x UPSRetail Dive - UPS Acquires Happy ReturnsMedium Design Bootcamp - UX Lessons from the Very Intentional Design of IKEASupply Chain Dive - IKEA Taps Optoro for Returns SupportBaymard Institute - UX Awards 2024Forbes Business Development Council - 20 Strategies To Personalize The Customer ExperienceAmericanTrucks - About UsCrutchfield Corporation - WikipediaThe Daily Progress - 50 years in business: Bill Crutchfield founded 'a company to last'Crutchfield - The Crutchfield StoryCrutchfield - Seriously Into Audio Since 1974Much Better Adventures - Certified B CorporationMuch Better Adventures - About Us
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    26 m
  • The Screen We Ignore, The Skills We Discard, and When Organizations Forget Why They Exist

    The Screen We Ignore, The Skills We Discard, and When Organizations Forget Why They Exist
    Jul 18 2025
    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 Philadelphia music venue reveals what happens when organizations forget their purpose — and what it takes to rebuild from the inside out. If you care about customer experience, workplace culture, or the future of digital design, this episode is a must-listen.

    Episode Links:

    • Mobile UX Trends 2025: 9 Common Pitfalls & Best Practices
    • The UX Reckoning: Prepare for 2025 and Beyond
    • Why is the UX Job Market Such a Mess Right Now? — A Comprehensive Explanation
    • 2025 Looks Like Another ‘Meh’ Year for CX
    • The crucial role of UX in CX strategies
    • The Historical Context of UX, UI, and Product Design
    • The We built UX. We broke UX. And now we have to fix it!
    • World Cafe Live workers walk off the job at Philly venue, protesting “hostility” from new leadership
    • WORLD CAFE LIVE’S TOWN HALL / DOWNFALL
    • Philly’s Strike Is Over But World Cafe Live’s Labor Problems Persist
    • World Cafe Live CEO assures success in a tense town hall full of skeptical attendeees
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    26 m
  • Small Is the New Smart: Why Simplicity Wins in Customer Experience

    Small Is the New Smart: Why Simplicity Wins in Customer Experience
    Jul 9 2025
    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, discover how lean teams are outpacing giants by delivering faster, simpler, and more human experiences. Plus, what Steve Jobs' legendary "no" can teach you about growth, focus, and saying goodbye to feature bloat. If you're looking to win on experience—not size—this episode is for you.

    Episode Links:

    • Frictionless Customer Experience: Why Now and What's Next Journey-Centric Design
    • The Cost of Poor CX: Why Businesses Must Rethink Customer Journeys to Survive 2025
    • Can Small Businesses Excel as CX Champions?
    • 10 Things to Know About Measuring and Improving CX for Brand Growth
    • Key CX Metrics That Shape Customer Loyalty and Business Success
    • Steve Jobs' Greatest UX Rule That Most Designers Ignore
    • Stop Building Features, Start Solving Problems
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    25 m
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