Sonos CEO plans seven-point restoration effort, including warranty extension, app updates, and customer feedback improvements, after a trust-damaging app update.
Sonos is implementing a seven-point plan to restore customer trust following a problematic app update in May. CEO Patrick Spence acknowledged the company's missteps and announced measures including extending speaker warranties, enhancing pre-launch testing, and regularly updating the app. A Quality Ombudsperson will oversee improvements, and a Customer Advisory Board will provide feedback. The executive team will forgo bonuses until customer experience improves, aiming to regain their reputation.
October 01, 2024
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