Sonos recently made seven commitments to its customers in response to a platform and application update earlier this year. In an interview with Eddie Lazarus, the company’s chief strategy officer, we discussed the challenges faced by Sonos and their commitment to resolving them.
Lazarus highlighted the problems with the outdated app and the complex nature of the update, which led to performance issues. He assured that progress is being made with bug fixes and app updates released weekly.
Addressing the Issues
Phil Nickinson: We acknowledge that the issues were more than just with the app. Can you elaborate on what went wrong?
Eddie Lazarus: The challenges stemmed from a combination of outdated technology, missing features, and unforeseen performance issues. Our goal is to restore stability and bring back missing features gradually to enhance the user experience.
Improving Customer Trust
“We’re not going to roll out another app on an all-or-nothing basis the way we did.”
Eddie Lazarus: Our focus is on rebuilding customer trust through systemic changes and enhanced testing protocols. We aim to deliver a reliable and top-notch user experience with regular updates and a commitment to quality.
Rebuilding Trust through Actions
Eddie Lazarus: We are implementing an array of measures such as establishing experience metrics, broadening beta testing, and introducing a quality ombudsman to prevent such incidents in the future.
Future Products and Restorations
Phil Nickinson: How do the delayed future products align with the focus on resolving existing issues?
Eddie Lazarus: The launch of new products is on hold until the app performance meets our standards. Our priority is to ensure a seamless experience for customers before introducing new products.
“We’re not going to delight our customers until we get this app performing at the level they expect.”
Customer Experience and Trust Building
Eddie Lazarus: Our ultimate goal is to surpass customer expectations by delivering an exceptional audio experience. Trust and loyalty will be earned through consistent quality and reliability.
Ownership and Accountability
Eddie Lazarus: Patrick’s acknowledgment of responsibility demonstrates leadership and accountability. We are implementing changes to prevent similar issues in the future and rebuild customer trust.
“This is about making sure that our customers know we’re never going to go through this experience with them again.”
Eddie Lazarus: Our focus is not just on financial impact but on restoring trust and confidence through transparency, system improvements, and consistent progress updates.
The Path Forward
Eddie Lazarus: It’s crucial to communicate progress transparently with customers and demonstrate a commitment to quality and reliability. Our goal is to surpass previous standards and regain customer trust through consistent improvement.
