After facing backlash following a bug-riddled app relaunch in May, Sonos is taking steps to turn around the beleaguered sound company.
Summary
Sonos has laid out seven commitments aimed at improving customer experience, fixing app issues, and rebuilding trust. The plans include more stringent beta testing, a quality ombudsperson, extended home speaker warranties, and a customer advisory board.
Introduction
The recent app relaunch was marred by user complaints of missing or broken features, leading to widespread dissatisfaction among customers. In response, Sonos has acknowledged the issues and committed to making improvements. The company's executive leadership team will also face consequences if they fail to meet these commitments.
Improving Customer Experience
Sonos is prioritizing customer experience by creating new avenues for employees and customers to raise concerns. This includes a quality ombudsperson who will investigate issues and provide feedback to the company. Additionally, Sonos is extending its home speaker warranties to provide added protection for customers.
The company has also established a customer advisory board, which will provide input on product development and ensure that user needs are being met. This move aims to foster a more collaborative relationship between Sonos and its customers.
Fixing App Issues
Sonos is taking steps to address the issues with its app, including increasing the stringency of prelaunch testing and appointing a dedicated team to focus on app improvement. The company has already restored over 80% of the features removed from the app and aims to reach 100% in the coming weeks.
Furthermore, Sonos is committed to relentless app improvement, ensuring that users can expect regular updates with new features and bug fixes. This will help to rebuild trust among customers who have been affected by the recent issues.
Accountability and Consequences
Sonos' executive leadership team will not receive annual bonus payments for the October 2024 to September 2025 fiscal year unless they succeed in improving the quality of the app experience and rebuilding customer trust. This move demonstrates the company's commitment to accountability and its willingness to take consequences for failing to meet these commitments.
By tying executive bonuses to specific performance metrics, Sonos is ensuring that its leaders are invested in the company's success and are working towards a common goal of improving customer experience.
Progress and Next Steps
Sonos has already made significant progress on many of these initiatives, with others expected to roll out throughout the year. The company is committed to transparency and will continue to communicate with customers about its progress and any issues that arise.
For users who cannot wait for Sonos to fix its app, there are alternative solutions available. Apple users can utilize Airplay, while Android users can work with AirMusic. However, these alternatives may not offer the same seamless experience as a fully functional Sonos app.
Implications and Future Prospects
The implications of Sonos' commitments extend beyond its customers to the broader tech industry. The company's willingness to acknowledge mistakes, take accountability, and make significant changes demonstrates a commitment to transparency and customer-centricity that could set an example for other companies.
Going forward, Sonos will need to demonstrate sustained progress on these initiatives to rebuild trust with its customers. If successful, the company may emerge stronger and more resilient than ever before.
Conclusion
Sonos' commitments represent a significant step towards improving customer experience, fixing app issues, and rebuilding trust among users. While challenges lie ahead, the company's willingness to take responsibility for its mistakes and commit to meaningful change is a positive sign for its future prospects.