Episodes

The Screen We Ignore, The Skills We Discard, and When Organizations Forget Why They Exist

Episode 6 · July 18, 2025 · 25:31

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...

Small Is the New Smart: Why Simplicity Wins in Customer Experience

Episode 5 · July 9, 2025 · 25:36

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-hig...

When Customer Experience Goes Wrong: AI Promises, Survey Fatigue, and Subscription Traps

Episode 4 · July 2, 2025 · 26:56

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...

The Experience Revolution: From Broken Systems to Billion-Dollar Opportunities

Episode 3 · June 25, 2025 · 20:27

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...

From Feedback to Fallout: What 2025 Teaches Us About Customer Experience

Episode 2 · June 19, 2025 · 21:06

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 E...

Experience & Excellence: The Rise and Fall (and Rise Again) of Customer-First Companies

Episode 1 · January 29, 2025 · 21:56

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 ...