Breaking Things, Returning Things, and Getting Things Right

“Move fast and break things” might’ve been the startup mantra of the early 2000s—but in 2025, it’s costing companies customers, credibility, and billions in returns. In this episode of Marginally Better, Joe Taylor, Jr. unpacks how the speed-at-all-costs philosophy is being replaced by something smarter: thoughtful design, seamless returns, and customer-first decision-making. From Zappos' billion-dollar bet on free returns to IKEA’s cinnamon roll-powered strategy, discover how today’s best businesses are building loyalty by slowing down, listening up, and getting things right. If you’ve ever cursed a broken update or fallen in love with a handwritten thank-you note, this one’s for you. Episode Links: UX Design - The Fastest Gun in UX: Why Your Team is Telling the Wrong Story Reddit r/The10thDentist - "Move fast and break things" is terrible advice LeadDev - Why You Shouldn't Move Fast and Break Things Harvard Business Review - The Era of "Move Fast and Break Things" Is Over Retail Dive - How Retail Can Navigate $816B in Returns and Rising Reverse Logistics Challenges Spark Holyoke - Zappos: The Profitable Pursuit of Customer Satisfaction Bustle - L.L.Bean's Lifetime Return Policy Is Ending UPS - How We're Making Customer Returns Easy: Happy Returns x UPS Retail Dive - UPS Acquires Happy Returns Medium Design Bootcamp - UX Lessons from the Very Intentional Design of IKEA Supply Chain Dive - IKEA Taps Optoro for Returns Support Baymard Institute - UX Awards 2024 Forbes Business Development Council - 20 Strategies To Personalize The Customer Experience AmericanTrucks - About Us Crutchfield Corporation - Wikipedia The Daily Progress - 50 years in business: Bill Crutchfield founded 'a company to last' Crutchfield - The Crutchfield Story Crutchfield - Seriously Into Audio Since 1974 Much Better Adventures - Certified B Corporation Much Better Adventures - About Us