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About This Podcast
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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Recent Episodes
The Hidden Cost of Disengagement
The Cost of DisengagementGallup — The World’s $8.8 Trillion Workplace Problem (State of the Global Workplace)Employee Experience Drives Customer ExperienceGlassdoor Research — The Link Between…
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…
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,…
The Community Currency
A productivity app on the brink of collapse rebuilt itself in a small apartment in Kyoto—and a decade later became an $11 billion company with 100 million users. What changed? Not the product alone,…
The Transparency Tax
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.…
The Senior Surge Opportunity
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…
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 Ghost Kitchen Customer Catastrophe
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…
The Repair Renaissance
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…
Designing for Trust: Inside the Privacy Economy
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…
The Death of the Phone Call (And Why That's a Problem)
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…
The Privacy Paradox
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…
Breaking Things, Returning Things, and Getting Things Right
“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…
The Screen We Ignore, The Skills We Discard, and When Organizations Forget Why They Exist
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…
Small Is the New Smart: Why Simplicity Wins in Customer Experience
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…
When Customer Experience Goes Wrong: AI Promises, Survey Fatigue, and Subscription Traps
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 why 64% of…
The Experience Revolution: From Broken Systems to Billion-Dollar Opportunities
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…
From Feedback to Fallout: What 2025 Teaches Us About Customer Experience
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 Experience data…
Experience & Excellence: The Rise and Fall (and Rise Again) of Customer-First Companies
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 down what happens…
Frequently Asked Questions
Marginally Better has published 19 episodes since January 2025, covering topics in Business, Management.
Marginally Better is currently highly active with new episodes every 2 weeks. Average episode length is 23m.
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