Why Boeing needs Experience Custodians more than ever

And how we can learn about the customer-centric approach from Zappos.

Boeing’s mishaps highlight the necessity of Experience Custodians, stressing the risks of prioritising short-term profits over safety. Zappos’ customer-centric approach inspired the role of custodians, which becomes crucial for an exceptional user experience. The importance of putting customers before shareholders ensures sustainable success. (image source: Yeo)

Boeing has been in the news lately, but for all the wrong reasons. What started out as two fatalistic crashes that killed 346 people in 2018 and 2019 continued five years later when a series of mishaps persisted in 2024.