The True Cost of Bad Customer Experience
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The True Cost of Bad Customer Experience
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In this episode of Marginally Better, Joe Taylor, Jr. breaks down the true cost of bad customer experience. Not as isolated mistakes, but as a slow, compounding erosion of trust that quietly drains revenue, loyalty, and brand value. From JCPenney’s infamous pricing overhaul to Domino’s brutally honest turnaround, this episode reveals a simple truth: the most expensive decisions businesses make are often the ones they never test—and the ones their customers never forgive.
Episode Links:
- Forrester: US Customer Experience Index 2024 — A Quality Crisis
- Fast Company - CX scores hit a low, Forrester reports
- Sonos app redesign timeline
- Sonos warns of app remediation costs
- Baymard Institute - 49 Cart Abandonment Rate Statistics
- J.C. Penney’s “Fair and Square” Pricing Strategy
- Understanding J.C. Penney’s Risky New Pricing Strategy
- Was Ron Johnson right?
- NPR — His Makeover Strategy In Shambles, J.C. Penney CEO Ron Johnson Is Out
- J.C. Penney CEO Ron Johnson out after troubled tenure
- 5 Critical Errors That Triggered Ron Johnson’s Removal at JC Penney
- Washington Post — J.C. Penney files for bankruptcy (May 15 2020)
- Domino’s CEO Patrick Doyle: Tech with a side of pizza (Kai Ryssdal interview, Sep 25 2015)
- Restaurant Business Online — How Patrick Doyle changed Domino’s, and the restaurant industry
- J. Patrick Doyle (career summary, with cited sources)
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