Episodios

  • From Feedback to Fallout: What 2025 Teaches Us About Customer Experience

    From Feedback to Fallout: What 2025 Teaches Us About Customer Experience
    Jun 19 2025
    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 and tangible business results. From the surprising collapse of TGI Fridays to the 20% of companies connecting feedback to revenue, this episode unpacks what it really takes to drive customer retention in 2025. Plus, Joe shares a pivotal childhood lesson in user experience from his very first (and very failed) drive-thru business.

    Episode Links:
    • The Wall Street Journal explores how and why TGI Fridays fell.
    • Customer experience is trending downward, putting many brands in a vulnerable position. Forrester’s 2024 U.S. Customer Experience Index shows that overall CX quality has dropped to its lowest point on record.
    • Top 5 customer experience trends to watch in 2025.
    • Predictions of how CX will evolve and how we can lead the charge into the future.
    • Five steps to running the Wizard of Oz Method in UX.
    • How the first drive-thru at McDonald’s came to be.
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    21 m
  • Experience & Excellence: The Rise and Fall (and Rise Again) of Customer-First Companies

    Experience & Excellence: The Rise and Fall (and Rise Again) of Customer-First Companies
    Jan 29 2025
    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 when businesses lose sight of what truly matters—delivering a great customer experience at its core. Tune in to hear how plexiglass barriers and impersonal service can drive customers away and why Zappos is still more than just a shoe store. Let’s take a sharp, insightful look at where companies go wrong and how they can course-correct before they lose touch with their customers.

    Episode Links

    • Explore what factors are at play when Walgreens shutters close to 1,200 stores over the next three years.
    • Find out just how badly the plexiglass move affected Walgreens.
    • Walgreens’ Executives admit that the shoplifting threat was ‘overstated’ as they grapple with the customer fallout.
    • Walgreens' CEO discusses the flip side of investing in increased security.
    • Cal Newport shares his TikTok experience.
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    22 m
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