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Marginally Better

Marginally Better

By: Joe Taylor Jr.
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About this listen

 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.
2025 Economics Management Management & Leadership Marketing Marketing & Sales
Episodes
  • 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
    Show More Show Less
    25 mins
  • The Experience Revolution: From Broken Systems to Billion-Dollar Opportunities

    The Experience Revolution: From Broken Systems to Billion-Dollar Opportunities
    Jun 25 2025
    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 basic accessibility to New York’s bold move toward citizen-centric design, this episode offers powerful lessons on why designing for everyone isn’t just good ethics—it’s good business.

    Episode Links:
    • Forrester Research on Inclusive Design ROI.
    • CMSWire - Digital Accessibility Drives Customer Loyalty.
    • Baymard Institute Accessibility Statistics
    • Qorus Global - Chase Bank Accessibility Approach
    • GovTech - New York's Customer Experience Report
    • CX Dive Interview with Tonya Webster (November 2023)
    • New York Experience (NYX) Website
    • Nielsen Norman Group - UX vs CX
    • CMSWire - Bad Customer Service Examples

    Additional Resources:
    • Governor Hochul Announces Webster's Appointment (October 2023)
    • Digital Spy - Virgin Media Deceased Customer Bill
    • United Breaks Guitars (Wikipedia)
    • Marketplace - United Breaks Guitars Analysis
    • StateScoop - Meet NY's Chief Customer Experience Officer
    • HelpCrunch - Customer Service Horror Stories
    • Spokal - Social Media Customer Service Examples
    Show More Show Less
    20 mins

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