Marginally Better

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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.

The Repair Relationship Revolution

A century ago, companies deliberately made products that wouldn’t last. Today, that model is being dismantled—by regulators, by consumers, and by a new generation of businesses built around repair, not replacement. In this episode of Marginally Better, Joe Taylor, Jr. explores the repair relationship revolution—from sweeping right-to-repair laws reshaping global manufacturing to companies like Framework and Lodge building loyalty through products designed to last. It’s a story about more than hardware—it’s about how fixing what’s broken can create stronger customer relationships than replacing what works, and why the future belongs to businesses that design for longevity, trust, and connection. Episode Links: * Wikipedia — Phoebus cartel [https://en.wikipedia.org/wiki/Phoebus_cartel] * The Great Lightbulb Conspiracy [https://spectrum.ieee.org/the-great-lightbulb-conspiracy] * Lightbulb Cartel a Dark Spot in Lighting History [https://www.ecmweb.com/lighting-control/article/20899475/lightbulb-cartel-a-dark-spot-in-lighting-history] * Oregon Passes Right to Repair Law: First to Ban Parts Pairing [https://www.reinhartlaw.com/news-insights/oregon-passes-right-to-repair-law-first-to-ban-parts-pairing] * Oregon Legislature passes Right to Repair bill after four-year student effort [https://ospirgstudents.org/2024/03/08/right-to-repair/] * Oregon Legislature — SB 1596 Final Text (Chapter 69, 2024 Laws) [https://www.oregonlegislature.gov/bills_laws/lawsstatutes/2024orLaw0069.pdf] * Common rules promoting the repair of goods [https://eur-lex.europa.eu/EN/legal-content/summary/common-rules-promoting-the-repair-of-goods-and-amending-related-eu-legislation.html] * Incoming EU right to repair requirements: The key things every global manufacturer should know [https://www.fieldfisher.com/en/insights/incoming-eu-right-to-repair-requirements-the-key-t] * European Parliament — Right to repair: the EU's actions to make repairs more attractive [https://www.europarl.europa.eu/topics/en/article/20220331STO26410/why-is-the-eu-s-right-to-repair-legislation-important] * Right to Repair Europe — The state of Right to Repair in 2026 [https://repair.eu/news/the-state-of-right-to-repair-in-2026/] * Apple Support — Self Service Repair [https://support.apple.com/self-service-repair] * Apple to expand repair options with support for used genuine parts (April 2024) [https://www.apple.com/newsroom/2024/04/apple-to-expand-repair-options-with-support-for-used-genuine-parts/] * AppleInsider — Apple expands Self Service Repair to iPhone 17 lineup [https://appleinsider.com/articles/25/10/30/apple-adds-iphone-17-lineup-to-its-self-repair-program] * AppleInsider — iPhone 17e & M4 iPad Air parts now on Self Service Repair Store [https://appleinsider.com/articles/26/04/08/macbook-neo-iphone-17e-parts-now-offered-via-apples-repair-program] * The Global E-waste Monitor 2024 (UNITAR / ITU) [https://ewastemonitor.info/the-global-e-waste-monitor-2024/] * As electronic waste surges, countries look for answer [https://www.unep.org/news-and-stories/story/electronic-waste-surges-countries-look-answers] * Global E-waste Statistics Partnership [https://globalewaste.org/] * Framework's Series A-1 and Community Participation [https://frame.work/blog/frameworks-series-a-1-and-community-participation] * Framework raises $18m to move beyond modular laptop [https://www.eenewseurope.com/en/framework-raises-18m-to-move-beyond-modular-laptop/] * Framework Raises $18M In New Funding [https://www.phoronix.com/news/Framework-More-Funding] * PitchBook — Framework Computer 2026 Company Profile [https://pitchbook.com/profiles/company/466889-59] * Wikipedia — Framework Computer [https://en.wikipedia.org/wiki/Framework_Computer] * PCWorld — Framework Laptop 16 review [https://www.pcworld.com/article/2215545/framework-laptop-16-review.html] * TechSpot — Framework Laptop 16 (2025) Pros and Cons [https://www.techspot.com/products/laptops/framework-laptop-16-2025.313700/] * Everything Framework Just Revealed at Its 2026 Modular Laptop Event [https://www.geeky-gadgets.com/framework-next-gen-event-announcements/] * Five Years of Framework [https://frame.work/blog/five-years-of-framework] * Lodge Cast Iron — About Lodge [https://www.lodgecastiron.com/pages/about-lodge] * A Seasoned Family Business [https://familybusinessmagazine.com/engagement/education-development/seasoned-family-business/] * The Bitter Southerner — Lodge Cast Iron [https://bittersoutherner.com/lodge-cast-iron] * Lodge Foundry in South Pittsburg Cooks up an American Icon [https://tnhomeandfarm.com/tn-living/lodge-cast-iron/] * After 123 Years, Lodge Cast Iron is Still Family-Owned [https://www.americanmanufacturing.org/blog/after-123-years-lodge-cast-iron-is-still-family-owned-and-still-american-made/] * Lodge Manufacturing Investing $56M In South Pittsburg, TN Expansion [https://businessfacilities.com/lodge-manufacturing-investing-56m-south-pittsburg-tn-expansion] * Lodge Manufacturing Company to Expand Marion County Operations [https://tnecd.com/news/governor-lee-commissioner-rolfe-announce-lodge-manufacturing-company-to-expand-marion-county-operations/] * Wikipedia — Service Recovery Paradox [https://en.wikipedia.org/wiki/Service_recovery_paradox] * Service Recovery Paradox: A Meta-Analysis (de Matos, Henrique, Rossi 2007) [https://journals.sagepub.com/doi/10.1177/1094670507303012] * From service failure to brand loyalty: evidence of service recovery paradox (2025) [https://link.springer.com/article/10.1057/s41262-025-00380-5]

29. apr. 2026 - 25 min