Sonos unveils turnaround plan after app failure
- Sonos faced a significant backlash after a May app relaunch that prioritized new customers, leading to a bug-filled experience.
- The company has implemented a turnaround plan with seven commitments, including appointing an ombudsperson and extending warranties.
- Sonos aims to restore customer trust and improve app quality, with over 80% of features being restored and executive bonuses suspended until improvements are made.
In October 2023, Sonos, a home audio company, announced a turnaround plan following a disastrous app relaunch in May that prioritized new customers over existing loyal users. This decision led to a bug-ridden app release, resulting in significant revenue losses and over 100 layoffs. The company has since faced delays in subsequent product launches and ongoing repercussions from the app's failure. To address these issues, Sonos outlined seven commitments aimed at improving customer experience and restoring trust, including appointing a quality ombudsperson and extending warranties on products. The CEO emphasized the company's focus on fixing the app and restoring customer loyalty, noting that over 80% of the app's features have been restored, with nearly all expected to return soon. Sonos has also suspended executive bonuses until improvements in app quality and customer trust are achieved, indicating a serious commitment to rectifying past mistakes and enhancing the overall user experience.