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Marginally Better

Marginally Better

Von: Joe Taylor Jr.
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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.
2026 Management & Leadership Ökonomie
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  • The Wrong Metric

    The Wrong Metric
    Jul 16 2026
    The StopwatchCMS Provider Data Catalog — Hospitals: Timely and Effective Care (public reporting of ED time measures)The Joint Commission — ED-1: Median Time from ED Arrival to ED Departure for Admitted ED Patients (specification manual)Thompson DA, Yarnold PR, Williams DR, Adams SL — “Effects of actual waiting time, perceived waiting time, information delivery, and expressive quality on patient satisfaction in the emergency department,” Annals of Emergency Medicine, Dec. 1996 (1,631 respondents; actual waiting times not predictive of overall satisfaction; perceptions, information delivery, and expressive quality were, P < .001)Sonis JD, Aaronson EL, Lee RY, Philpotts LL, White BA — “Emergency Department Patient Experience: A Systematic Review of the Literature,” Journal of Patient Experience, 2017 (107 studies; staff–patient communication cited 78 times, wait times 56, staff empathy and compassion 45)Rick Evans — “Healthcare’s communication puzzle is getting more complex,” Becker’s Hospital Review, May 21, 2026 (“At its heart, improving the patient experience is all about communication.”)Mattson C, Bushardt RL, Artino AR — “‘When a Measure Becomes a Target, It Ceases to be a Good Measure,’” Journal of Graduate Medical Education, Feb. 2021 (Goodhart 1975; Strathern phrasing; GME examples)The Feature: Sven Gierlinger and Northwell HealthBecker’s Hospital Review — “3 Questions with Northwell Health Chief Experience Officer Sven Gierlinger,” Dec. 5, 2017 (Ritz-Carlton background; “First came a tingling in my fingers and toes; and within days, I was paralyzed”; “for 90 days and nights, I was 100% dependent”; “crystal chandeliers” quote; gratitude reflection)Sven Gierlinger — “‘Hospital food not fit for a dog,’” Northwell Health Insights, July 7, 2023 (2000 hospitalization: three months, intubated, feeding tube; 2014 CXO start; verbatim patient comments; 9th → 84th percentile food scores; Bruno Tison; 10M+ meals/year; budget-neutral overhaul; Dowling letters; originally in MedPage Today)Barden A, Kalman J, Gierlinger S, Baker D, Giammarinaro N, Rousseau N — “From Monologue to Dialogue: The Pursuit of Relationship Centered Communication Across a Large, Integrated Healthcare System,” Journal of Patient Experience, Jan. 2024 (2015 baseline 29th percentile; RCC design; 46 volunteer faculty; COVID/Zoom pivot; June 2017–June 2023: 3,300+ providers trained; doctor communication 36th → 58th percentile rank vs. Press Ganey national peers; “Listen” +24 points; likelihood-to-recommend 42nd → 64th; adult hospitals at/above median 4 → 8; authors’ caveat that RCC “may not be the only factor”; faculty quote)Khan A, et al. — “Patient safety after implementation of a coproduced family centered communication programme: multicenter before and after intervention study,” The BMJ, Dec. 2018 (Patient and Family Centered I-PASS; seven North American hospitals; harmful medical errors down ~38%)Harvard Medical School Division of Sleep Medicine — “Study Finds Harmful Medical Errors Fell 38% Following Implementation of a Multicenter Program to Improve Doctors’ and Nurses’ Communication with Families”The Counterweight: The On-Time MachineForbes SJ, Lederman M, Yuan Z — “Do Airlines Pad Their Schedules?”, Review of Industrial Organization, 2019 (1990–2016: schedule times grew more than actual flight times; recorded delays fell while flights take longer; DOT 15-minute on-time definition; airlines speed up flights near the threshold, per Forbes, Lederman & Tombe 2015)Background ReadingDavid Maister — “The Psychology of Waiting Lines” (1985; the classic on perceived vs. actual waits)Products MentionedExperience HelpdeskJohns & Taylor
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    23 Min.
  • The Capacity Catastrophe

    The Capacity Catastrophe
    Jul 14 2026
    The Season You Saw ComingTIGTA — “The Internal Revenue Service’s Readiness for the 2026 Filing Season” (memorandum, Jan. 26, 2026: staffing down ~19,000/19% to October 2021 levels; key processing inventories at ~2.0 million items in Dec. 2025 vs. 871K pre-pandemic; phone level-of-service goal lowered to 70% from 85%; last time LOS was ≤70% was the 2022 filing season, at 18% — “fewer than one-in-five incoming calls”; Accounts Management onboarded 2,300 of 3,500 approved hires, with new hires trained only to screen calls and answer basic refund questions; $2.6B in interest paid to individuals in Processing Year 2025)Journal of Accountancy — “About a quarter of callers to two IRS lines got poor service, TIGTA says” (June 16, 2026; TIGTA June 10 report: 26% of a 200-call sample on two lines, Feb. 15–May 15, 2025, did not receive quality service; extrapolated to ~1 million of 3.8 million callers)TIGTA — “Taxpayers Continue to Experience Customer Service Issues…” (Report 2026–10–0030, June 2026 — underlying report for the above)Federal News Network — “After missing hiring goals, IRS dials back taxpayer phone assistance targets,” Jory Heckman (Jan. 2026; National Taxpayer Advocate: LOS metric covers only ~a quarter of total call volume, and the IRS exceeded the 85% LOS metric in fiscal 2024; ~35 of 360 Taxpayer Assistance Centers closed as of Dec. 2025)BCG — “How Retailers Can De-Risk the 2025 Holiday Shopping Season,” Alex Barocas and Shilpa Sharma (Sept. 17, 2025; “beautifully wrapped disappointment”; reshape the plan to demand / execute with excellence / tune and scale with agility; holiday command center)Retail Dive — “Smaller retailers face their toughest holiday season in years,” Daphne Howland (Oct. 14, 2025; Xero research: 37% of small business owners worry about Black Friday traffic, 32% about holiday inventory, 30% about burnout; Astrid Vigeland of Folly 101, Portland, Maine)Xero — U.S. Black Friday survey (media release cited by Retail Dive)The Feature: The PudderyHouston Public Media — “The Puddery in Pearland temporarily closes due to ‘Keith Lee effect’ that prompted spike in customers” (Dec. 7, 2023; one-woman show; Nov. 28, 2023 review; 9/10, “immaculate,” “absolutely insane”; lines within hours and for ~10 days; shipping suspended; urgent care visit and strained chest muscle; “Usually I would just thug it out”; closed until Saturday, Dec. 9)CultureMap Houston — “TikTok food critic Keith Lee awards $50,000 to Pearland dessert shop,” Eric Sandler (Mar. 25, 2025; Toast partnership; food trailer purchase; move to larger space in the same shopping center; best banana pudding he’s ever had)KHOU — “The Puddery owner talks life after TikTok food critic Keith Lee’s visit”Click2Houston — “Pearland dessert shop The Puddery closed for days after going viral due to ‘Keith Lee effect’” (Dec. 7, 2023)The Counterweight: Fireworks StandsFreakonomics Radio Network — The Economics of Everyday Things: “Fireworks Stands,” Zachary Crockett (Phantom Fireworks VP Alex Zoldan; ~1,500 pop-up tents; consumer fireworks = $2.2B/year; “80 percent of our entire year sales are one month”; “90 plus percent planning and 10 executing”; typical stand grosses $25K–$60K, ~20% net considered good; ~1,000 California stands run by nonprofits; six-week shipping from China, next year’s orders placed by July)Marketplace — “How much profit do fireworks stands make?”, Janet Nguyen (Dec. 2022; PyroSpot’s Craig LaFleur: 20% margin is “a great job”; BU economist Jay Zagorsky: ~3x wholesale markup; ~10 weeks full-time work plus ~6 weeks part-time prep for a seasonal stand)Company MentionedJohns & Taylor — blog and newsletter
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    22 Min.
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