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Marginally Better

Marginally Better

Auteur(s): Joe Taylor Jr.
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À propos de cet audio

 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 Développement commercial et entrepreneuriat Entrepreneurship Gestion et leadership Marketing Marketing et ventes Réussite personnelle Économie
Épisodes
  • The Waiting Game Winners

    The Waiting Game Winners
    Sep 24 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:Harvard Business Review - When Providing Wait Times, It Pays to Underpromise and OverdeliverThe Psychology of Waiting Lines Customer Experience and Perceived Wait Time Study Scientific Research Publishing - Queue Psychology and Social Behavior INFORMS Operations Research - Perspectives on Queues Exploring the Science of Waiting Waitwhile - Consumer Survey: Waiting in Line 2023 Waitwhile - Consumer Survey: Waiting in Line 2024 Faster Lines - The Science of Waiting Lines How Improper Queue Management Affects Financial Results Queue-it - Disney Queue Psychology Disney Patent Dynamic Management Virtual Queues ResearchGate - Disney's Virtual Queues: A Strategic Opportunity Top Disney World Queues That Are Fun to Wait In The Best Queues to Wait In at Walt Disney World Wharton Women - Trader Joe's Strategy 5 Lessons Trader Joe's Can Teach Lines, Queuing Theory, and Small Business Why Do Humans Queue? Why Long Lines Can Be Good for Business How Artificial Waiting Enhances User Anticipation Behind the Scenes Marketing Tricks Application of Queuing Theory to Fast Food Waiting Line Effect in Technology-Enabled Restaurant Ordering Queue-it - Psychology of Queuing Qminder - Queue Psychology: Reduce Time Make Waiting More Bearable CX Journey - The State of Waiting in Line Disneyland to the DMV: Why We Hate Waiting
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    23 min
  • The Ghost Kitchen Customer Catastrophe

    The Ghost Kitchen Customer Catastrophe
    Sep 17 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:San Francisco Pizzeria Virtual Brands on DoorDash Burger Shop Revealed as Ghost Kitchen for 17 Restaurants News.com.au - Oporto's Dark Kitchens Revealed Multiple Menus and Brands, One Restaurant Kitchen Marc Lore's Wonder is Reinventing the Meal How Wonder Differentiates from Food Hall Concepts The Insatiable Billionaire Building the Amazon of Food Delivery How Wonder Became a Food Delivery Super App A Billionaire-Backed Food Hall Launches in DC Wonder Opens Inside Walmart Will Marc Lore's Ghost Kitchen Concept Work Inside Walmart? Why Ghost Kitchens Failed to Sustain Their Hype Everything You Need to Know About Cloud Kitchens Ghost Kitchens and the Restaurant Industry The Problem with the Ghost Kitchen Business Model Why Do Some Nice Restaurants Use Different Names? Avoiding Virtual Restaurants on DoorDash Master List I've Launched 4 Ghost Kitchen IPs How Ghost Kitchens Market Themselves Without Physical Locations
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    24 min
  • The Repair Renaissance

    The Repair Renaissance
    Sep 10 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:
    • AI is Flipping UX Upside Down
    • AI is Eating Frontend Development
    • Design Tools Are Holding Us Back
    • Patagonia's Worn Wear: What Fashion Brands Can Learn
    • For Profit and Plant: How Recycling Has Changed This Retailer
    • Minnesota Attorney General - The Right to Repair in Minnesota
    • New Law Gives Minnesotans More Power to Fix Their Electronics
    • Digital Fair Repair Act is Important to Farmers
    • The 'Repair Café' Movement is Building a Fix-It Culture
    • Repair Day 2024: A Birthday, a Wasted Opportunity and the Growth of Repair
    • Circle Economy Foundation - Patagonia Boosts Its Incentive to Repair
    • Why Vitamix? Durability
    • 75 Brands With the Best Warranties
    • UX Lessons from the Very Intentional Design of IKEA
    • Happy or Not - A Complete Guide on How Customer Feedback Enhances UX
    • Wall Street Journal - CVS Wants to Help You Spend Less Time in CVS
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    23 min
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