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.
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.
Marginally Better S01E05: Small Is the New Smart: Why Simplicity Wins in Customer Experience
Is your small business secretly holding the upper hand? In this episode, Joe Taylor, Jr. explores why the tiniest companies are winning big in a world of sky-high customer expectations.
Marginally Better S01E04: 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 customer experience efforts can backfire.