Why companies like Boeing needs Experience Custodians more than ever

Boeing’s mishaps are a lesson in prioritising short-term profits over safety, but we can learn from Zappos’ customer-centric approach, which inspired the role of Experience Custodians.

Product owners, on the other hand, can be focused on the wrong outcomes. According to the Scrum Guide, they are people who account for maximising the value of the product. If an organisation is not people-centric, we can see this value further away from users, and the product owner will continue developing the product without the right vision and feedback.

Zappos shows us how to win in the long run. The late CEO and serial entrepreneur, Tony Hsieh, once energised his team to be a leader in customer experience. In his words ,

“One day, we asked ourselves, ‘What do we want to be when we grow up? Do we want to be about shoes or do we want to be about something bigger and more meaningful?’ That’s when we decided that we really wanted to build the Zappos brand and be about the very best customer service and customer experience.”

The importance of putting customers before shareholders ensures sustainable success and an exceptional user experience, and the best way to do it is to create an entire organisation of Experience Custodians.

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The original version of this article is on UX Collective .

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