TechAudioSpeakersSonos' app woes could end up being great for customersSonos has outlined its strategy to win back customer confidenceWhen you purchase through links on our site, we may earn an affiliate commission.Here’s how it works.
TechAudioSpeakersSonos' app woes could end up being great for customersSonos has outlined its strategy to win back customer confidenceWhen you purchase through links on our site, we may earn an affiliate commission.Here’s how it works.
Sonos has outlined its strategy to win back customer confidence
When you purchase through links on our site, we may earn an affiliate commission.Here’s how it works.
(Image credit: Future)
(Image credit: Future)
Quick SummarySonos has explained its strategy to ensure its app disaster can’t happen again.It’s also extending warranties for existing owners of plug-in products.
Sonos has explained its strategy to ensure its app disaster can’t happen again.It’s also extending warranties for existing owners of plug-in products.
Sonos has explained its strategy to ensure its app disaster can’t happen again.It’s also extending warranties for existing owners of plug-in products.
Sonos has explained its strategy to ensure its app disaster can’t happen again.
It’s also extending warranties for existing owners of plug-in products.
The ongoing saga ofSonos' disastrous 2024 app updatecontinues to rumble on, but it looks like the sound experts have come up with a plan to make lemonade from lemons. The firm has a plan to earn back customers' trust and loyalty, and that could be good news forSonosowners.
Writing on theSonos websitelast week, CEO Patrick Spence announced a strategy to not just fix the app but “actively build a betterSonosexperience for everyone”.
According to Spence, some of the changes are already in progress; the rest will be implemented before the year is out.
So what’s changing at Sonos?
Sonos says it’s changing its entire approach
The biggest change is also the simplest: Sonos won’t launch products until they’re ready.
That means establishing “ambitious quality benchmarks at the start of product development” and not shipping products that don’t meet them. It sounds basic, but the Sonos app problems are largely because the app wasn’t ready to roll but launched anyway.
Sonos figured a launch-first, fix-later strategy would work. It didn’t.
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Sonos also says it’s going to involve more customers and more diverse setups in pre-launch testing in order to identify and address quality issues. And future launches, such as app updates and replacements, will happen gradually “allowing customers to adjust and provide feedback before it becomes the default.”
That only applies to products that are still under warranty, so if you have older Sonos kit with expired warranties the extension won’t apply. And it won’t apply to portable devices such as the Roam 2 and Move 2.
These changes are significant: Sonos is putting its hand up, admitting to having messed up and setting out exactly how it’s going to ensure the same problems don’t happen again.
Whether that’s enough to restore customer confidence remains to be seen, and of course there’s a big difference between making promises and actually delivering them. But for the sake of Sonos customers and employees, hopefully this is the beginning of a new and better chapter.
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