I doubt it’d be much fun to read through Sonos CEO Patrick Spence’s emails from customers over these last couple weeks. Ever since the company rolled out an overhauled mobile app that was rebuilt from scratch to allow for greater personalization and improved performance, the Sonos forums and especially its subreddit have been in upheaval. The new software shipped without a number of features that had been present in the outgoing version.
I’d say probably the entire time I’ve been at Sonos, but as long as I’ve been CEO, I’ve heard from customers saying, “You need the app to be easier and more modern to navigate. It needs to have faster response and lower latency,” and all of these things. I’ve been using it since Christmas. Everybody at Sonos has been testing it for months. It has delivered — we know from data and from feedback — that it is easier to navigate. But it’s a change for customers.
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