Sonos CEO Patrick Spence has accepted full responsibility for the catastrophic app update that plagued the company earlier this year, acknowledging that the company moved too fast and pushed its users too far. In an interview with Sonos Chief Strategy Officer Eddie Lazarus, we delve into the company’s internal review, the root causes of the app debacle, and the steps being taken to restore customer trust and improve the user experience.
Lazarus outlines the complex nature of the app modernization project, stating that the company was eager to provide users with a modern platform but overlooked performance issues during testing. He emphasizes that Sonos has made significant progress in addressing these issues, with over 80% of missing features now restored and performance steadily improving.
Sonos is taking a multi-pronged approach to recovery. This includes establishing robust quality metrics for all future products, broadening testing to include a wider variety of setups, and implementing a more gradual rollout of updates to catch and address any issues early on. To further emphasize their commitment to customer feedback, Sonos will be establishing a quality ombudsperson to ensure that concerns are heard and addressed at the highest levels.
Lazarus acknowledges that the company’s initial response to the app issues was slow, but emphasizes that Sonos has taken a deep dive into the problem, and the seven commitments outlined in a recent press release are aimed at preventing similar issues from occurring in the future. He assures customers that new products, including two slated for release in the fiscal fourth quarter, will not be launched until the app meets the performance standards customers expect.
Lazarus also addresses the impact of the app issues on the launch of Sonos Ace headphones and the company’s overall strategy. While acknowledging that the app debacle overshadowed the Ace launch, he maintains that the headphones are a strong entry into a competitive market and will ultimately prove to be successful. He emphasizes that Sonos will not launch new products until the app is performing flawlessly, demonstrating the company’s commitment to delivering a seamless user experience across all products.
In terms of regaining customer trust, Lazarus stresses that Sonos is not focused on short-term solutions like free giveaways, but rather on delivering an audio experience that surpasses any other on the market. He believes that by delivering exceptional audio quality and a consistently reliable user experience, Sonos will earn back the trust of its customers.
Lazarus concludes the interview by highlighting Sonos’ commitment to transparency, with plans for ongoing communication with customers about the progress being made in fixing the app and addressing performance issues. He expresses a desire to reach a point where the app is not only fixed, but is considered better than ever before.
While Sonos’ app debacle was a significant setback, the company’s commitment to addressing the issues, learning from its mistakes, and delivering on its promise of a world-class audio experience gives hope that it can rebuild trust and regain its position as a leader in the home audio market.
