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Marginally Better S01E18: The True Cost of Bad Customer Experience
What do a billion-dollar retail collapse, a broken app, and an abandoned shopping cart have in common? They’re all part of the same hidden bill, and most companies don’t realize they’re paying it until it’s too late. In this episode of Marginally Better, Joe Taylor, Jr. breaks down the true cost of bad customer experience. Not as isolated mistakes, but as a slow, compounding erosion of trust…
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Marginally Better S01E17: The Repair Relationship Revolution
A century ago, companies deliberately made products that wouldn’t last. Today, that model is being dismantled—by regulators, by consumers, and by a new generation of businesses built around repair, not replacement. In this episode of Marginally Better, Joe Taylor, Jr. explores the repair relationship revolution—from sweeping right-to-repair laws reshaping global manufacturing to companies like Framework…
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Marginally Better S01E13: The Waiting Game Winners
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…
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Marginally Better S01E09: The Death of the Phone Call (And Why That’s a Problem)
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.
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Marginally Better S01E07: Breaking Things, Returning Things, and Getting Things Right
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.
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Marginally Better S01E02: From Feedback to Fallout: What 2025 Teaches Us About Customer Experience
In this episode of Marginally Better, Joe Taylor, Jr. explores the disconnect between Customer Experience data and tangible business results.
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Marginally Better S01E01: Experience & Excellence
Join host Joe Taylor Jr. as he explores the fine line between customer experience triumphs and costly missteps.
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How to market your small business on the Post-Organic Web
Small business owners should invest marketing budgets on campaigns that clearly answer questions for prospects with urgent problems.