エピソード

  • The Ghost Kitchen Customer Catastrophe

    The Ghost Kitchen Customer Catastrophe
    2025/09/17
    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
    続きを読む 一部表示
    24 分
  • The Repair Renaissance

    The Repair Renaissance
    2025/09/10
    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
    続きを読む 一部表示
    23 分
  • Designing for Trust: Inside the Privacy Economy

    Designing for Trust: Inside the Privacy Economy
    2025/09/03
    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 data protection, but most will hand over personal details for even the smallest convenience. We’ll explore why privacy is becoming a luxury good, how small businesses are winning with trust-first strategies, and the economic realities behind “free” services. Plus, practical tactics for delivering user research that challenges leadership’s pet projects—without killing your career. It’s an eye-opening conversation about trust, transparency, and telling the truth in business.

    Episode Links:
    • Design in a World of Change: Why UX is Not Enough Anymore
    • Designing AI User Interfaces That Foster Trust and Transparency
    • Your Customer Experience Isn't Broken – It's Just Unclear
    • Your Online Privacy Is Not a Luxury, It's a Commodity
    • Meta's Overpriced Ad-Free Subscriptions Make Privacy a Luxury Good
    • Online Privacy Is a Right, Not a Luxury
    • Why Privacy Is the Real Luxury in Our Modern Era
    • Why Stakeholders Don't Vibe with User Research
    • It's Incredible How Many Bad User Experiences Are Still Out There in 2025
    • How Design Leaders Win Over Organizations That Don't Trust UX
    続きを読む 一部表示
    24 分
  • The Death of the Phone Call (And Why That's a Problem)

    The Death of the Phone Call (And Why That's a Problem)
    2025/08/07
    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 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. Plus: how micro-experiences are redefining personalization, why AI-powered interfaces may be too “natural” for some users, and what it really means to communicate in the age of intent-based design. If your customers won’t call—and your employees won’t pick up—this is the episode you need to hear. Episode Links:How Micro-Experiences Are Building Loyalty in an Over-Saturated MarketCustomer Experience Strategy Framework Leverage Customer-Centric Innovation to Improve Loyalty Gen Z Developing Fear of Phone Calls Call Declined: Why Gen Z Won't Pick Up the Phone Gen Z Phone Anxiety Importance of Customer Experience Socially Awkward Generation Won't Pick Up the Phone UX That Feels You: How to Design for Emotional Intelligence Will 2025 Be the Year for Immersive CX First New UI Paradigm in 60 Years Generative AI on Its Own Will Not Improve Customer Experience Welcome to the Era of "MEH" Additional Research Sources:Customer Experience Examples: How Leading Brands WinThe Secret Behind Nike's Martech Stack U.S. Chamber of Commerce - How the Micro-Experience Trend Fuels Customer Engagement Harvard Business Review - Using Technology to Create a Better Customer Experience Phone Call Anxiety: Simple Ways to Overcome Telephobia Gen Z is Afraid of Talking on the Phone Millennials vs. Gen Z: How Their Customer Service Expectations Compare AI Chatbots in Healthcare Conversational AI Insights from Gartner and Forrester 3 Wishes for AI UX AI-Powered Success Stories
    続きを読む 一部表示
    26 分
  • The Privacy Paradox

    The Privacy Paradox
    2025/07/30
    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 consumers now believe data collection risks outweigh the benefits, and how innovative companies are building trust by collecting less, not more. Plus: how to design digital experiences that serve both humans and AI bots, and why the role of “designer” is being redefined in an era where AI can handle the basics. If you’re navigating the future of CX, this episode is a must-listen. Episode Links:2025 Privacy-First Strategies Shaping Customer Experience and Trust Tactics to Build Customer Trust With Personalized ExperiencesPrivacy-First Personalization: Navigating the Tightrope of Building Customer Trust The Imperative of Customer Trust in 2024 Finding a Balance Between UX and SEO The Irreplaceable Value of Human Decision-Making in the Age of AI Tips to Create a More Inclusive Digital Presence and Better UX Human-centric AI Drives Customer Experience, Loyalty Succeeding in AI Search 3 Ways to Optimize for AI Search Bots Search Engines, LLMs, Third-Party Scrapers & Bot Management The 10 Hottest Customer Experience (CX) Trends for 2024 From Googlebot to GPTBot: Who's Crawling Your Site in 2025 SEO and UX: 10 Best Practices to Boost Website Visibility AI Optimization: How to Optimize Your Content for AI Search and Agents Human-centric AI in 2025: Real-life Scenarios with Examples AI Mode in Google Search: Updates from Google I/O 2025 Why Human Decision-Making Matters in the AI Age Why You Should Rethink AI-Powered Customer Experience as Human Experience The Consequences of AI Training on Human Decision-Making Forrester Research 2024 Customer Experience Index How to Stop Thinking Like a Designer and Start Thinking Like a Strategist Just a Designer Now: Shopify Dropped UX as a TitleShopify Killed UX Designer Jobs: What This Means for Your Career Shopify Just Killed UX DesignThere is UX Life Beyond the Corporate World (And It's Not Bad at All)The Business Value of Design Design Strategy – A Guide to Tactical Thinking in Design
    続きを読む 一部表示
    23 分
  • Breaking Things, Returning Things, and Getting Things Right

    Breaking Things, Returning Things, and Getting Things Right
    2025/07/23
    “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 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. From Zappos' billion-dollar bet on free returns to IKEA’s cinnamon roll-powered strategy, discover how today’s best businesses are building loyalty by slowing down, listening up, and getting things right. If you’ve ever cursed a broken update or fallen in love with a handwritten thank-you note, this one’s for you. Episode Links: UX Design - The Fastest Gun in UX: Why Your Team is Telling the Wrong Story Reddit r/The10thDentist - "Move fast and break things" is terrible adviceLeadDev - Why You Shouldn't Move Fast and Break ThingsHarvard Business Review - The Era of "Move Fast and Break Things" Is OverRetail Dive - How Retail Can Navigate $816B in Returns and Rising Reverse Logistics ChallengesSpark Holyoke - Zappos: The Profitable Pursuit of Customer SatisfactionBustle - L.L.Bean's Lifetime Return Policy Is EndingUPS - How We're Making Customer Returns Easy: Happy Returns x UPSRetail Dive - UPS Acquires Happy ReturnsMedium Design Bootcamp - UX Lessons from the Very Intentional Design of IKEASupply Chain Dive - IKEA Taps Optoro for Returns SupportBaymard Institute - UX Awards 2024Forbes Business Development Council - 20 Strategies To Personalize The Customer ExperienceAmericanTrucks - About UsCrutchfield Corporation - WikipediaThe Daily Progress - 50 years in business: Bill Crutchfield founded 'a company to last'Crutchfield - The Crutchfield StoryCrutchfield - Seriously Into Audio Since 1974Much Better Adventures - Certified B CorporationMuch Better Adventures - About Us
    続きを読む 一部表示
    26 分
  • The Screen We Ignore, The Skills We Discard, and When Organizations Forget Why They Exist

    The Screen We Ignore, The Skills We Discard, and When Organizations Forget Why They Exist
    2025/07/18
    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 of web traffic. From jaw-dropping statistics on e-commerce conversion gaps to the dramatic downturn in UX hiring, Joe explores the widening disconnect between user needs and business decisions. Plus, a personal story about a beloved Philadelphia music venue reveals what happens when organizations forget their purpose — and what it takes to rebuild from the inside out. If you care about customer experience, workplace culture, or the future of digital design, this episode is a must-listen.

    Episode Links:

    • Mobile UX Trends 2025: 9 Common Pitfalls & Best Practices
    • The UX Reckoning: Prepare for 2025 and Beyond
    • Why is the UX Job Market Such a Mess Right Now? — A Comprehensive Explanation
    • 2025 Looks Like Another ‘Meh’ Year for CX
    • The crucial role of UX in CX strategies
    • The Historical Context of UX, UI, and Product Design
    • The We built UX. We broke UX. And now we have to fix it!
    • World Cafe Live workers walk off the job at Philly venue, protesting “hostility” from new leadership
    • WORLD CAFE LIVE’S TOWN HALL / DOWNFALL
    • Philly’s Strike Is Over But World Cafe Live’s Labor Problems Persist
    • World Cafe Live CEO assures success in a tense town hall full of skeptical attendeees
    続きを読む 一部表示
    26 分
  • Small Is the New Smart: Why Simplicity Wins in Customer Experience

    Small Is the New Smart: Why Simplicity Wins in Customer Experience
    2025/07/09
    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
    続きを読む 一部表示
    25 分