In the past few months, Sonos has faced significant challenges after a major overhaul of its mobile app went awry. To regain users’ trust, the company has announced a plan that includes key commitments. CEO Patrick Spence acknowledged the missteps and emphasized the importance of fixing the app to restore the brand’s reputation. The plan focuses on addressing the core causes of the app’s issues, introducing more stringent testing processes, and gradually rolling out app changes. Sonos is extending warranties, increasing app updates, and establishing a customer advisory board to gather feedback. These changes aim to be implemented by the end of the year, with consequences for executive leadership if trust and app quality standards are not met. Despite the challenges, Sonos has already made progress in restoring missing app features and improving app reliability and speed in subsequent releases.
