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Marginally Better

Marginally Better

Av: 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
Avsnitt
  • Your Next Customer May Never Visit Your Website

    Your Next Customer May Never Visit Your Website
    Aug 13 2026

    Cloudflare and the Crawl Economy

    • Cloudflare - Control Content Use for AI Training
    • Cloudflare - Crawlers Click AI Bots Training Data
    • Cloudflare - Content Independence Day: No AI Crawl Without Compensation (July 2025)
    • Cloudflare - Content Independence Day: New AI Options (July 2026)


    Search Behavior Research

    • Pew Research Center - Google Users Are Less Likely to Click on Links When an AI Summary Appears


    Microsoft NLWeb and R.V. Guha

    • Microsoft - Introducing NLWeb: Bringing Conversational Interfaces Directly to the Web
    • Microsoft - How 6 People Behind Well-Known Technologies Are Shaping AI at Microsoft


    Shopify and Google Agentic Commerce

    • Shopify - Agentic Commerce Momentum
    • Shopify - Agentic Commerce Executive Guide
    • Google - Agentic Commerce: AI Tools and Protocol for Retailers and Platforms
    • Google - Universal Commerce Protocol Overview
    • Google - UCP Merchant Profile Guide
    • Google - UCP Checkout Guide


    Stripe Agentic Payments

    • Stripe - Introducing Our Agentic Commerce Solutions
    • Stripe - Agentic Commerce Suite


    Measuring AI Visibility

    • Adobe - 2025 Holiday Shopping Season Results
    • Adobe - Introducing Adobe Brand Visibility
    • Similarweb - Generative AI Statistics and Brand Visibility


    Johns & Taylor (Internal Spots)

    • Experience Helpdesk
    • Website Reality Check
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    28 min
  • What If Software Only Got Paid When You Succeeded?

    What If Software Only Got Paid When You Succeeded?
    Aug 6 2026
    For decades, software companies got paid the same way whether you succeeded or failed. You bought the licenses, you paid the bill, and if nobody at your company ever figured out how to use the thing — well, that was your problem.A new generation of companies is making a much riskier promise. If the software doesn’t deliver the result, you don’t pay.We’ll look at the support platforms betting their revenue on something they call an outcome — and the surprisingly slippery question of what counts as one. We’ll meet the former Salesforce co-CEO trying to rewrite the business model he helped build. And we’ll visit a 1960s jet engine factory that figured all of this out before software existed.Sierra and Outcome-Based PricingSierra - Outcome-Based Pricing for AI AgentsSierra - OutcomemaxxingSierra - Bret Taylor on AI Agents, Outcome-Based Pricing, and the OpenAI BoardFin (Intercom) Outcome PricingFin - PricingFin - Pricing Outcomes ExplainedFin - Pricing FAQsFin - Pricing Metric UpdateZendesk Automated and Verified ResolutionsZendesk - About Automated Resolutions for AI AgentsZendesk - Announcing Changes to AI Agent ReportingZendesk - Analyzing AI Agent PerformanceZendesk - Announcing Unified Conversation StatusesZendesk - About Automated Resolution TiersZendesk - AI Trust at ZendeskSalesforce Agentforce PricingSalesforce - Agentforce Flexible Pricing Announcement (May 2025)Salesforce - Agentforce PricingSalesforce - What Are Flex Credits?Chargeflow Success-Based PricingChargeflow - Pricing and Success FeeChargeflow - Chargeback RecoveryChargeflow - How Automated Dispute Management Transforms Chargeback RecoveryRolls-Royce TotalCare / Power by the HourRolls-Royce - TotalCareRolls-Royce - TotalCare ExplainedSEC Filing - Hawaiian Airlines TotalCare AgreementMorgan Lewis - A Practical Guide to Aircraft Engine RPFH AgreementsMetrics and Incentive ResearchManheim & Garrabrant - Categorizing Variants of Goodhart’s Law (arXiv)Thomas & Uminsky - Reliance on Metrics is a Fundamental Challenge for AI (arXiv)NBER Working Paper 31353 - Pay-for-Performance in Dialysis (2023)Johns & Taylor (Internal Spots)Experience Helpdesk
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    20 min
  • 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
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