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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...
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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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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 & Posts
Episodes
Posts
Transcribed
12 NOV 2025 · Everyone says customers want transparency — open salaries, open supply chains, open decision-making. But when does sharing become oversharing? In this episode of Marginally Better, Joe Taylor, Jr. examines the transparency trap: how brands like Buffer and Everlane learned the hard way that revealing everything can erode trust, fuel criticism, and even cost millions. We also explore the surprising power of strategic mystery — and why the companies winning today aren’t hiding the truth, they’re choosing what not to say.
Episode Links:
- https://www.indeed.com/career-advice/career-development/why-is-business-transparency-important
- https://revlocal.com/resources/library/blog/heres-what-consumers-really-want-to-know-about-your-business
- https://hibu.com/blog/marketing-tips/5-things-customers-want-to-see-on-your-local-business-website
- https://greenly.earth/en-us/blog/company-guide/does-transparency-benefit-or-harm-your-company
- https://thoughtlab.com/blog/the-truth-about-transparency-why-it-matters-more-t/
- https://changinghighered.com/the-pros-cons-of-organizational-transparency/
- https://medium.com/@marthalanefox/transparency-its-overused-and-its-not-an-outcome-9e804668a666
- https://mckinsey.com/~/media/mckinsey/email/leadingoff/2022/07/11/2022-07-11b.html
- https://d3.harvard.edu/platform-rctom/submission/everlane-radical-transparency-in-a-shrouded-fashion-industry/
- https://medium.com/unbrand/the-everlane-effect-7ce3184cdef6
- https://research-api.cbs.dk/ws/portalfiles/portal/59755002/584865_Transparency_Mechanisms_in_the_age_of_Ethical_Consumerism.pdf
- https://voguebusiness.com/sustainability/brutal-honesty-the-new-look-sustainable-marketing-ace-and-tate
- https://opensource.com/open-organization/16/3/social-startup-buffer-transparency-reigns
- https://www.rebelplaybook.com/bonus-plays/transparent-approach-to-communicating-salaries-buffer
- https://www.imercer.com/articleinsights/embracing-pay-transparency
- https://www.linkedin.com/business/talent/blog/talent-strategy/why-these-companies-are-sharing-how-much-employees-make
- https://hbr.org/2019/08/what-supply-chain-transparency-really-means
- https://hbint.biz/lets-clear-the-air-the-benefits-and-challenges-in-supply-chain-transparency/
- https://linkedin.com/pulse/why-overcompensating-supply-chains-backfires-what-we-can-arias-mba-e4z7e/
- https://reddit.com/r/supplychain/comments/zwadn1/we_are_getting_a_lot_of_pressure_to_share_our/
- https://thoughtleadersllc.com/2019/03/why-full-transparency-is-impossible-the-way-you-do-it-2/
- https://carvecomms.com/blog/transparency-in-public-relations
- https://linkedin.com/pulse/how-can-we-balance-transparency-clients-without-revealing-irfan-ahmad-uc3hc/
- https://linkedin.com/pulse/5-ways-achieve-balance-between-discretion-when-john-papazafiropoulos-o69ve/
- https://eosworldwide.com/implementer-posts/you-cant-say-that-the-power-of-transparency-in-leadership
- https://zendesk.com/blog/data-privacy-important-customer-experience/
- https://quora.com/How-do-you-maintain-transparency-when-you-cant-share-all-information-with-customers
- https://garrettdimon.com/starting-and-sustaining/chapters/transparency
Transcribed
1 OCT 2025 · By 2030, all 73 million U.S. Boomers will be 65+—and they control the majority of household wealth. So why do so many products, stores, and apps ignore them? In this episode of Marginally Better, Joe Taylor, Jr. breaks down the trillion-dollar gap between who has the money and who businesses design for—spotlighting winners like Best Buy and CVS, common “youngsplaining” mistakes, and simple UX fixes that boost conversions for everyone. If you’re serious about growth, the senior surge isn’t a niche—it’s your biggest opportunity.
Episode Links:
- https://www.aarp.org/family-relationships/census-baby-boomers-fd/
- https://www.ncoa.org/article/get-the-facts-on-older-americans/https://www.aarp.org/family-relationships/census-baby-boomers-fd/
- https://www.annuitas.com/articles/understanding-the-generational-divide-in-b2b-decision-making/https://www.aarp.org/family-relationships/census-baby-boomers-fd/
- https://www.prb.org/articles/debunking-baby-boomer-myths/https://www.aarp.org/family-relationships/census-baby-boomers-fd/
- https://seniorhousingnews.com/2021/04/07/what-best-buys-health-strategy-means-for-senior-living/
- https://corporate.bestbuy.com/2022/best-buys-role-in-the-future-of-aging-at-home-sxsw/
- https://www.cvshealth.com/news/long-term-care/reinventing-care-for-a-generation.html
- https://uniteus.com/press/cvs-health-launches-new-social-care-network-with-unite-us/
- https://seniorhousingnews.com/2018/08/21/cvs-competitors-vie-senior-living-pharmacy-market-share/
- https://drugstorenews.com/cvs-health-foundation-grants-4-million-new-healthy-aging-initiative
- https://www.nytimes.com/2024/12/21/health/drugstore-closures-seniors.html
- https://www.kaarwan.com/blog/ui-ux-design/exploring-the-impact-of-font-pairing-on-user-experience?id=976
- https://www.nngroup.com/articles/glanceable-fonts/
- https://pmc.ncbi.nlm.nih.gov/articles/PMC9376262/
- https://adchitects.co/blog/guide-to-interface-design-for-older-adults
- https://www.interaction-design.org/literature/topics/design-for-all
- https://www.geeksforgeeks.org/techtips/designing-for-different-generations-a-ux-perspective/
- https://www.cambridge.org/core/journals/ageing-and-society/article/abs/youngsplaining-and-moralistic-judgements-exploring-ageism-through-the-lens-of-digital-media-ideologies/F1EC43EA852BCE5C66F89DF94097804F
- https://www.tpgi.com/preventing-ageism-in-design-digital-accessibility-for-older-adults/
- https://www.researchgate.net/publication/307617742_How_Ageism_Contributes_to_the_Second-Level_Digital_Divide
- https://journals.sagepub.com/doi/full/10.1177/00469580221096272
- https://daily.sevenfifty.com/why-active-agers-could-help-drive-post-pandemic-sales/
- https://www.madcollective.com/resources/generational-targeting-from-millennials-to-baby-boomers-one-message-wont-compute/
- https://www.bigdropinc.com/blog/designing-for-different-generations-tips-for-a-multi-generational-audience-ux/
- https://www.designmonks.co/blog/what-makes-a-good-interface-design
- https://creative.salon/articles/features/ageism-social-mobility-and-nuance-what-we-re-all-not-going-to-be-talking-about-this-year
- https://lifestyle.sustainability-directory.com/question/what-strategies-promote-digital-accessibility-for-elderly-users/
Transcribed
24 SEP 2025 · Americans spend 37 billion hours a year waiting—about 118 hours per person—but smart brands are turning that dead time into delight. In this episode of Marginally Better, Joe Taylor, Jr. breaks down the psychology of waiting (why underpromising and overdelivering works, why occupied time feels shorter, and why fairness matters), and shows how Disney, Trader Joe’s, Apple launch lines, and a Melbourne bakery with a 45-minute croissant queue convert waits into community, anticipation, and loyalty. If you can’t always shorten the line, you can always make it worth it—here’s how.
Episode Links:
- https://hbr.org/2020/10/when-providing-wait-times-it-pays-to-underpromise-and-overdeliver
- https://davidmaister.com/articles/1/52/
- https://www.iaras.org/iaras/filedownloads/ijch/2017/017-0012%282017%29.pdfhttps://hbr.org/2020/10/when-providing-wait-times-it-pays-to-underpromise-and-overdeliver
- https://www.scirp.org/journal/paperinformation?paperid=99238
- https://pubsonline.informs.org/doi/pdf/10.1287/opre.35.6.895
- https://phys.org/news/2024-02-exploring.html
- https://waitwhile.com/blog/consumer-survey-waiting-in-line-2023/
- https://waitwhile.com/blog/consumer-survey-waiting-in-line-2024/
- https://fasterlines.com/knowledge-hub/uncategorized/the-science-of-waiting-lines-understanding-customer-behavior/
- https://www.wavetec.com/blog/queue-management/how-improper-queue-management-affects-financial-results/
- https://queue-it.com/blog/disney-queue-psychology/
- https://blooloop.com/theme-park/news/disney-patent-dynamic-management-virtual-queues/
- https://www.researchgate.net/publication/254201603_Disney%27s_Virtual_Queues_A_Strategic_Opportunity_To_Co-Brand_Services
- https://disneydreamco.com/top-disney-world-queue-that-are-fun-to-wait-in/
- https://www.disneydining.com/queue-the-entertainment-the-best-queues-to-wait-on-in-walt-disney-world-ck1/
- https://www.whartonwomen-penn.com/walnutstreetjournal/traderjoes
- https://kinder.rice.edu/urbanedge/5-lessons-trader-joes-can-teach-city-future
- https://www.vox.com/ad/22595100/lines-queuing-theory-pos-point-of-sale-small-business
- https://www.theguardian.com/lifeandstyle/2024/dec/15/i-waited-45-minutes-to-buy-a-single-croissant-in-fitzroy-why-do-humans-queue
- https://www.chicagobooth.edu/review/why-long-lines-can-be-good-for-shoppers-and-business
- https://theaccordion.blog/f/:hourglass:-how-artificial-waiting-enhances-user-anticipation-engagement
- https://foodbabe.com/the-behind-the-scenes-marketing-tricks/
- https://www.researchgate.net/publication/317295685_Application_of_queuing_theory_to_a_fast_food_outfit_a_study_of_blue_meadows_restaurant
- https://www.researchgate.net/publication/375773228_Lined_Up_Examining_a_Waiting_Line_Effect_in_Technology-Enabled_Restaurant_Menu_Ordering
- https://queue-it.com/blog/psychology-of-queuing/
- https://www.qminder.com/blog/queue-management/queue-psychology-reduce-time/
- https://insidebe.com/articles/make-waiting-more-bearable/
- https://cx-journey.com/2023/03/the-state-of-waiting-in-line-there-must-be-a-better-way.html
- https://fieldstonnews.com/home/2025/01/disneyland-to-the-dmv-why-do-we-hate-waiting-in-line-so-much-and-what-does-it-reveal-about-us/
Transcribed
17 SEP 2025 · Ever ordered from three “different” restaurants and gotten the same fries, same sticker, same address? This episode of Marginally Better digs into the ghost-kitchen gold rush—and the trust crisis it sparked. Joe Taylor, Jr. unpacks how virtual brands multiplied behind a single line, why customers feel duped when the story doesn’t match the kitchen, and how even big chains are retreating from the experiment. Then we spotlight a better model—radically transparent, food-hall-style operators like Wonder—and share practical signals consumers (and operators) can use to rebuild authenticity. If convenience killed connection, here’s how to bring it back.
Episode Links:
- https://www.businessinsider.com/virtual-brands-doordash-san-francisco-pizzeria-1338-polk-food-delivery-2024-1
- https://nypost.com/2025/07/03/lifestyle/burger-shop-revealed-as-ghost-kitchen-for-17-restaurants-on-uber-eats/
- https://www.news.com.au/lifestyle/food/restaurants-bars/major-fast-food-brand-oportos-dark-kitchens-revealed/news-story/5e33ce0bbe508ded52633d6c5525ccc1
- https://www.wral.com/story/multiple-menus-and-brands-one-restaurant-kitchen-5-on-your-side-digs-into-ghost-kitchens/20385811/
- https://www.restaurantbusinessonline.com/emerging-brands/marc-lores-wonder-reinventing-meal
- https://www.nrn.com/restaurant-operations/how-marc-lore-s-wonder-is-differentiating-itself-from-food-hall-concepts
- https://fortune.com/2025/03/27/wonder-marc-lore-serial-entrepreneur-amazon-of-food-delivery/
- https://www.fastcompany.com/91271063/wonder-most-innovative-companies-2025
- https://www.washingtonian.com/2025/07/10/a-billionaire-backed-food-hall-packed-with-celebrity-chefs-launches-in-dc/
- https://foodondemand.com/03142024/marc-lores-wonder-opens-the-first-of-four-food-halls-inside-walmart/
- https://retailwire.com/discussion/will-marc-lores-ghost-kitchen-concept-work-inside-walmart/
- https://www.wisk.ai/blog/why-ghost-kitchens-failed-to-sustain-their-hype
- https://www.thefoodcorridor.com/blog/everything-you-need-to-know-about-cloud-kitchens-ghost-kitchens/
- https://www.eater.com/22632677/ghost-kitchens-restaurant-industry-food-delivery-takeout
- https://revolutionized.com/the-problem-with-the-ghost-kitchen-business-model/
- https://www.reddit.com/r/doordash/comments/mqipco/why_do_some_nice_restaurants_use_different_names/
- https://www.reddit.com/r/SaltLakeCity/comments/lqtt0v/avoiding_virtual_restaurants_on_doordash_master/
- https://www.reddit.com/r/GhostKitchens/comments/z8qvnh/ive_launched_4_ghost_kitchen_ips_that_generate_15/
- https://www.blackhatworld.com/seo/how-ghost-kitchens-market-themselves-without-physical-locations.1384822/
Transcribed
10 SEP 2025 · What if telling customers not to buy is the smartest growth move you can make? In this episode of Marginally Better, Joe Taylor, Jr. explores the Repair Renaissance—from Patagonia’s “Don’t Buy This Jacket” ethos and Minnesota’s nation-leading right-to-repair law to the global rise of Repair Cafés saving millions of pounds from landfills. We unpack how durability becomes a moat (hello, Vitamix and Le Creuset), why the “IKEA effect” proves the right kind of friction builds loyalty, and how AI is reshaping the real jobs of designers and developers—from pixel pushers to problem framers. If you care about circular economy wins, customer retention, and products that outlive trends, this one’s for you.
Episode Links:
- https://uxmag.medium.com/ai-is-flipping-ux-upside-down-how-to-keep-your-ux-job-and-why-figma-is-a-titanic-its-not-for-301b89284a3a
- https://medium.com/@sanjeevanibhandari3/ai-is-eating-frontend-development-heres-how-to-stay-ahead-291656bc6f31
- https://uxdesign.cc/design-tools-are-holding-us-back-1aca266b333e
- https://www.koorvi.com/blog/patagonias-worn-wear-what-fashion-brands-can-learn
- https://aim2flourish.com/innovations/for-profit-and-plant-how-recycling-has-changed-this-retailer-for-the-better
- https://www.ag.state.mn.us/Consumer/Publications/RightToRepair.asp
- https://www.pca.state.mn.us/news-and-stories/eco-living-right-to-repair
- https://minnesotareformer.com/2024/07/02/digital-fair-repair-act-is-important-to-farmers/
- https://www.csmonitor.com/World/Making-a-difference/2025/0107/repair-cafe-broken-appliances
- https://therestartproject.org/data-and-insights/research/repair-day-2024/
- https://knowledge-hub.circle-economy.com/article/28920
- https://www.vitamix.com/us/en_us/why-vitamix/durability
- https://dealhack.com/blog/brands-with-best-warranties
- https://medium.com/design-bootcamp/ux-lessons-from-the-very-intentional-design-of-ikea-a1e3d6f16cfb
- https://www.happy-or-not.com/en/insights/blog/a-complete-guide-on-how-customer-feedback-enhances-ux/
- https://www.wsj.com/articles/cvs-wants-to-help-you-spend-less-time-in-cvs-84fdb56b
Transcribed
3 SEP 2025 · Do customers really value privacy—or will they trade it for a coupon code? In this episode of Marginally Better, Joe Taylor, Jr. unpacks the “privacy paradox” where 86% of people claim to care about data protection, but most will hand over personal details for even the smallest convenience. We’ll explore why privacy is becoming a luxury good, how small businesses are winning with trust-first strategies, and the economic realities behind “free” services. Plus, practical tactics for delivering user research that challenges leadership’s pet projects—without killing your career. It’s an eye-opening conversation about trust, transparency, and telling the truth in business.
Episode Links:
- https://medium.com/design-bootcamp/design-in-a-world-of-change-why-ux-is-not-enough-anymore-12f9baa6b918
- https://www.uxmatters.com/mt/archives/2025/04/designing-ai-user-interfaces-that-foster-trust-and-transparency.php
- https://mark-bridges.medium.com/your-customer-experience-isnt-broken-it-s-just-unclear-faf9fe6b270e
- https://www.abc15.com/news/let-abc15-know/your-online-privacy-is-not-a-luxury-its-a-commodity-heres-how-you-protect-it
- https://arstechnica.com/tech-policy/2023/11/metas-overpriced-ad-free-subscriptions-make-privacy-a-luxury-good-eu-suit/
- https://www.pcmag.com/opinions/online-privacy-is-a-right-not-a-luxury
- https://medium.com/bottomline-conversations/why-privacy-is-the-real-luxury-in-our-modern-era-cd8bae751533
- https://uxplanet.org/why-stakeholders-dont-vibe-with-user-research-a87e3e4cd19a
- https://medium.com/user-experience-design-1/its-incredible-how-many-bad-user-experiences-are-still-out-there-in-2025-212b0e7e8d3c
- https://uxdesign.cc/how-design-leaders-win-over-organizations-that-dont-trust-ux-6bc8752554dc
Transcribed
7 AUG 2025 · In a world where Gen Z would rather lose a finger than make a phone call, how do businesses keep real human connections alive? In this episode of Marginally Better, Joe Taylor, Jr. explores the rising “telephobia” reshaping customer service, why voice calls still convert better than any other channel, and how leading companies are bridging the gap between digital fatigue and high-touch connection. Plus: how micro-experiences are redefining personalization, why AI-powered interfaces may be too “natural” for some users, and what it really means to communicate in the age of intent-based design. If your customers won’t call—and your employees won’t pick up—this is the episode you need to hear.
Episode Links:
- https://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://www.usertesting.com/blog/customer-experience-strategy-frameworkhttps://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://www.forbes.com/councils/forbesbusinesscouncil/2024/11/25/leverage-customer-centric-innovation-to-improve-loyalty/https://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://www.cbsnews.com/newyork/news/gen-z-developing-fear-of-phone-calls-or-phone-phobia/https://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://www.smh.com.au/lifestyle/health-and-wellness/call-declined-why-gen-z-won-t-pick-up-the-phone-20220920-p5bjkf.htmlhttps://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://www.bbc.com/news/articles/crgklk3p70yohttps://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://thecxlead.com/customer-experience-management/importance-of-customer-experience/https://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://luckyattitude.co.uk/socially-awkward-generation-wont-pick-up-the-phone/https://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://medium.com/@srivatsmutalik909/ux-that-feels-you-how-to-design-for-emotional-intelligence-and-actually-mean-it-f65b8926f356https://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://www.cxnetwork.com/omnichannel/articles/will-2025-be-the-year-for-immersive-cxhttps://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://www.nngroup.com/articles/ai-paradigm/https://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://www.zdnet.com/article/generative-ai-on-its-own-will-not-improve-the-customer-experience/https://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
- https://michalmalewicz.medium.com/welcome-to-the-era-of-meh-9889c20b990dhttps://www.forbes.com/sites/rhettpower/2024/11/17/how-micro-experiences-are-building-loyalty-in-an-over-saturated-market/
Additional Research Sources:
- https://www.renascence.io/journal/customer-experience-cx-examples-how-leading-brands-are-winning-over-customers
- https://martech360.com/customer-experience/the-secret-behind-nikes-martech-stack-and-personalized-marketing/
- https://www.uschamber.com/co/good-company/launch-pad/micro-experience-trend-customer-engagement
- https://hbr.org/2023/03/using-technology-to-create-a-better-customer-experience
- https://www.sciencefocus.com/the-human-body/telephobia
- https://fortune.com/2025/02/19/gen-z-is-afraid-of-talking-on-the-phone-college-launched-class-overcome-telephobia/
- https://www.zendesk.co.uk/blog/millennials-vs-gen-z-customer-service-expectations-compare/
- https://www.coherentsolutions.com/insights/how-ai-chatbots-advance-healthcare-for-patients-and-providers
- https://openstream.ai/recognitions/analyst-corner
- https://jakobnielsenphd.substack.com/p/3-wishes-ai-ux
- https://www.microsoft.com/en-us/microsoft-cloud/blog/2025/07/24/ai-powered-success-with-1000-stories-of-customer-transformation-and-innovation/
Transcribed
30 JUL 2025 · 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 role of “designer” is being redefined in an era where AI can handle the basics. If you’re navigating the future of CX, this episode is a must-listen.
Episode Links:
- https://www.forbes.com/councils/forbesbusinesscouncil/2024/12/11/2025-privacy-first-strategies-shaping-customer-experience-and-trust/
- https://www.cmswire.com/customer-experience/tactics-to-build-customer-trust-with-personalized-experiences/
- https://www.cmswire.com/customer-experience/privacy-first-personalization-navigating-the-tightrope-of-building-customer-trust/
- https://www.adrianswinscoe.com/2024/02/the-imperative-of-customer-trust-in-2024/
- https://uxmag.medium.com/finding-a-balance-between-ux-and-seo-7d0e82afbf22
- https://hbr.org/2024/12/the-irreplaceable-value-of-human-decision-making-in-the-age-of-ai
- https://www.crmbuyer.com/story/tips-to-create-a-more-inclusive-digital-presence-and-better-ux-177351.html
- https://www.computerweekly.com/news/366616204/Human-centric-AI-drives-customer-experience-loyalty
- https://developers.google.com/search/blog/2025/05/succeeding-in-ai-search
- https://searchengineland.com/3-ways-to-optimize-for-ai-search-bots-454132
- https://www.akamai.com/blog/security/search-engines-llms-third-party-scrapers-bot-management
- https://www.stevenvanbelleghem.com/insights/the-10-hottest-customer-experience-cx-trends-for-2024/
- https://blog.cloudflare.com/from-googlebot-to-gptbot-whos-crawling-your-site-in-2025/
- https://www.lyssna.com/blog/seo-and-ux/
- https://searchengineland.com/ai-optimization-how-to-optimize-your-content-for-ai-search-and-agents-451287
- https://www.crescendo.ai/blog/human-centric-ai
- https://blog.google/products/search/google-search-ai-mode-update/
- https://www.toolsgroup.com/blog/why-human-decision-making-matters-in-the-ai-age/
- https://studio.ey.com/content/ey-studio/global/en_gl/insights/rethink-customer-experience-as-human-experience.html
- https://www.pnas.org/doi/10.1073/pnas.2408731121
- https://www.forrester.com/press-newsroom/forrester-2024-us-customer-experience-index/
- https://medium.com/voice-out/how-to-stop-thinking-like-a-designer-and-start-thinking-like-a-strategist-f41ecd7b48c5
- https://uxdesign.cc/just-a-designer-now-shopify-dropped-ux-as-a-title-3a475f0612fb
- https://uxplaybook.org/articles/shopify-drops-ux-title-2025
- https://www.fastcompany.com/91350746/shopify-just-killed-ux-design
- https://medium.com/design-bootcamp/there-is-ux-life-beyond-the-corporate-world-and-its-not-bad-at-all-a02caabbb720
- https://www.mckinsey.com/capabilities/mckinsey-digital/our-insights/the-business-value-of-design
- https://www.toptal.com/designers/product-design/design-strategy-guide
Transcribed
23 JUL 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:
- https://uxdesign.cc/the-fastest-gun-in-ux-why-your-team-is-telling-the-wrong-story-a13e3c8623b8
- https://www.reddit.com/r/The10thDentist/comments/1gdnemh/move_fast_and_break_things_is_terrible_advice/
- https://leaddev.com/velocity/why-you-shouldnt-move-fast-and-break-things
- https://hbr.org/2019/01/the-era-of-move-fast-and-break-things-is-over
- https://www.retaildive.com/news/retail-online-returns-reverse-logistics-challenges/737389/
- https://sparkholyoke.com/2023/10/08/zappos-the-profitable-pursuit-of-customer-satisfaction/
- https://www.bustle.com/p/ll-beans-lifetime-return-policy-is-ending-but-its-replacement-is-still-plenty-generous-8178328
- https://about.ups.com/us/en/our-stories/customer-first/how-we-re-making-customer-returns-easy--happy-returns-x-ups.html
- https://www.retaildive.com/news/ups-acquires-happy-returns-reverse-logistics/697958/
- https://medium.com/design-bootcamp/ux-lessons-from-the-very-intentional-design-of-ikea-a1e3d6f16cfb
- https://www.supplychaindive.com/news/ikea-optoro-returns-support-waste/568578/
- https://baymard.com/blog/ux-awards-2024
- https://www.forbes.com/councils/forbesbusinessdevelopmentcouncil/2024/01/31/20-strategies-to-personalize-the-customer-experience/
- https://www.americantrucks.com/about.html
- https://en.wikipedia.org/wiki/Crutchfield_Corporation
- https://dailyprogress.com/news/local/business/50-years-in-business-bill-crutchfield-founded-a-company-to-last/article_c79268ba-d341-11ee-91ed-2bfdba969b67.html
- https://www.crutchfield.com/learn/the-crutchfield-story.html
- https://www.crutchfield.com/about/aboutus.aspx
- https://www.bcorporation.net/en-us/find-a-b-corp/company/much-better-adventures/
- https://www.muchbetteradventures.com/about/
Transcribed
18 JUL 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:
- https://baymard.com/blog/mobile-ux-ecommerce
- https://www.nngroup.com/articles/ux-reset-2025/
- https://mess-right-now-a-comprehensive-explanation/
- https://www.crmbuyer.com/story/2025-looks-like-another-meh-year-for-cx-177396.html
- https://www.itweb.co.za/article/the-crucial-role-of-ux-in-cx-strategies/rxP3jqBEdK1MA2ye
- https://uxmag.com/articles/the-historical-context-of-ux-ui-and-product-design
- https://uxdesign.cc/we-built-ux-we-broke-ux-and-now-we-have-to-fix-it-6b1bd4c7c8eb
- https://www.inquirer.com/entertainment/music/world-cafe-live-workers-walk-off-job-philadelphia-20250611.html
- https://rivotmagazine.com/news-1
- https://www.phillymag.com/news/2025/07/09/philadelphia-strike-world-cafe-live/
- https://www.inquirer.com/entertainment/music/world-cafe-live-town-hall-philadelphia-joe-calalhan-20250711.html
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...
show more
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.
show less
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.
Information
| Author | Podcast Taxi |
| Organization | Podcast Taxi |
| Categories | Management , Technology , Marketing |
| Website | marginallybettershow.com |
| studio@podcast.taxi |
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